Director of Implementation in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Implementation based in the United States.

This leadership role owns the implementation experience from signed contract through successful customer go-live and early stabilization. You will lead a team responsible for both new customer launches and complex expansions across existing accounts. The position combines people leadership, operational strategy, customer engagement, and hands-on problem solving. You will build the processes, playbooks, systems, and metrics needed to scale implementations as customer and product complexity increases. Working closely with Sales, Customer Success, Support, Product, Engineering, and Data, you will help improve the entire customer journey. This is a builder-oriented opportunity for a strategic and technically curious leader who enjoys creating structure, developing teams, and solving complex implementation challenges.

• Lead, coach, and develop a high-performing Implementation team, establishing clear expectations, ownership, development plans, and performance standards.
• Build the team structure and organizational capabilities required to support continued growth in customer volume and complexity.
• Own the implementation experience from post-sale through go-live, ensuring customers successfully configure, launch, and stabilize the platform before transitioning to Customer Success.
• Oversee the full implementation lifecycle, including discovery, configuration, deployment, go-live, and early stabilization.
• Lead implementations for existing customers adopting new products, adding communities through organic growth or acquisitions, transitioning operators, or otherwise expanding their use of the platform.
• Navigate complex existing customer configurations and accelerated implementation timelines while maintaining quality and customer confidence.
• Continuously evaluate implementation processes and identify opportunities to make delivery more efficient, repeatable, scalable, and effective.
• Develop and maintain implementation playbooks, processes, tooling, metrics, operating rhythms, and capacity models that allow the organization to scale without relying solely on additional headcount.
• Build deep expertise in products, configurations, workflows, integrations, and implementation methodologies to coach team members and troubleshoot complex situations.
• Step directly into challenging implementations when needed, understanding customer requirements, configurations, and obstacles and helping drive projects forward.
• Identify opportunities to automate manual work and improve internal workflows using modern technology, AI-assisted tools, and no-code or low-code solutions.
• Serve as an escalation point for ambiguous implementations, challenging customer situations, novel configurations, and circumstances where existing processes are insufficient.
• Create structure, make informed decisions, and help implementation teams move forward when facing complex or uncertain situations.
• Partner closely with Sales, Customer Success, Support, Product, Engineering, and Data to improve handoffs, share implementation insights, influence product priorities, and strengthen the overall customer experience.
• Establish portfolio-level visibility into implementation health, capacity, risks, timelines, and outcomes, using data to proactively address issues and improve operating strategy.

Requirements:

• 7+ years of experience in Implementation, Professional Services, Customer Success, Program Management, or a related customer-facing function.
• Experience in B2B SaaS, healthcare technology, or another complex software environment is strongly preferred.
• 3+ years of people leadership experience with a demonstrated ability to develop high-performing teams and leaders.
• Proven experience leading complex, multi-stakeholder software implementations and understanding implementation excellence from both the customer and business perspectives.
• Strong builder mindset with a natural ability to identify inefficient processes, unclear ownership, operational gaps, and missing infrastructure and turn them into scalable solutions.
• Ability to move effectively between strategic planning and detailed execution, from designing an implementation operating model to troubleshooting a complex customer configuration.
• Highly systems-oriented and technically curious, with the ability to use technology and automation to solve operational challenges without necessarily being a software engineer.
• Enthusiasm for AI-assisted tooling and automation, with a willingness to experiment with new approaches that improve team productivity and effectiveness.
• Ability to quickly understand complex products, customer workflows, data structures, system configurations, and integrations.
• Exceptional communication and relationship-building skills, with the ability to establish credibility with implementation professionals, cross-functional leaders, and customer executives.
• Strong judgment and comfort operating in ambiguous environments where processes or structures may not yet exist.
• Customer-focused mindset combined with a strong understanding of the processes, expectations, and operational discipline required to deliver consistently at scale.
• Healthcare or senior living experience is a plus but is not required.
• Strong organizational, analytical, decision-making, coaching, and cross-functional collaboration skills.
• Ability to operate with significant ownership and thrive in a fast-growing, evolving environment.

Benefits:

• Market-competitive compensation based on experience and ability.
• Significant equity option grants.
• 100% company-paid health, dental, and vision insurance premiums.
• Company contributions to an HSA.
• 2% 401(k) company match.
• Access to Rightway Health Advocacy.
• Access to Spring Health Mental Wellness services.
• Flexible time off policy.
• 100% paid family leave.
• Two all-expenses-paid, in-person company offsites each year.
• Opportunity to lead and build an implementation organization within a growing healthcare technology environment.
• Cross-functional exposure across Sales, Customer Success, Support, Product, Engineering, and Data.