Client Implementation Director

Lumeris

2d•Onsite

About The Position

Lumeris is physician-founded, mission-driven, and building the future of primary care. Our platform, Tom, is an agentic AI that works alongside care teams — automating routine tasks, surfacing the Best Next Action for every patient in real time, and delivering proactive outreach before, during, and after patient visits. Built on billions of clinical data points and over 100 EHR integrations, Tom powers Primary Care as a Service — helping health systems improve outcomes, reduce burden on physicians, and deliver value-based care at scale. As an Implementation Director, you make Tom real inside a health system. You'll lead end-to-end implementations from kickoff through go-live — owning timelines, milestones, and cross-functional coordination across clinical, technical, and operational teams. You will configure the platform and integrations, train customer teams, ensure operational readiness, and manage the critical transition to Customer Success. This role requires strategic leadership, not just project management — you'll guide implementation models, coach cross-functional teams, resolve risks in real time, and continuously sharpen the approach so every deployment is better than the last. Your work sets the trajectory for the entire partnership.

Requirements

Bachelor's degree or equivalent
12+ years of related experience in a Project Management Office; Healthcare Management Consulting or an equivalent position in the Healthcare Industry or the knowledge, skills, and abilities to succeed in the role
Highly skilled at overseeing multiple large complex health plan programs or projects
Executive presence with excellent interpersonal, negotiating, influencing, facilitation, organizational, prioritization, judgement, and conflict resolution skills
Solid understanding of program management methodologies (e.g. Agile, Waterfall, Scum, Six Sigma) with the proven ability to own and oversee multiple programs or projects at one time
Proven ability to apply business process methodologies and best practices to ambiguous and complex business and technical problems and create working solutions that enable a success
High-caliber analytical, problem-solving, and critical thinking skills with the proven ability to identify, develop, communicate, implement, and impact process improvements and strategic initiatives
Top-notch collaboration skills with the ability to foster strategic relationships and partner with cross-functional teams
Excellent communication and presentation skills with the ability to bring people to a common understanding and reach consensus
Ability to set and foster strategic direction
Demonstrated ability to effectively guide, develop, motivate, and direct team members and internal/external partners to successfully achieve defined goals
Ability to identify and resolve impediments, mitigate risks, develop detailed timelines, perform resource allocations, and run internal and external meetings
Strong technical acumen with the ability to ensure that technical solutions, strategies, practices, and governance deliver business and customer value during implementation
Experience with Atlassian, Smartsheet, Salesforce, ServiceNow, and Tableau tools
Ability to travel 10-25% to client site and other locations a directed by the business need

Nice To Haves

Advanced degree
PMP (Project Management Professional) and/or PMI-ACP (Agile Certified Practitioner) Certification

Responsibilities

Has functional ownership, provides strategic direction and influence, and ensures project team success across all implementations.
Helps coach, mentor, motive, support, and develop team members across functions.
Fosters accountability and collaboration to ensure team member and overall team success.
Guides the creation of implementation models for clients and supports the development of technical solutions.
Oversees and/or guides implementations to successful conclusion, ensuring timeline, resourcing, and budget parameters are met.
Anticipates and balances the needs of multiple key partners by adapting in real time to align with demands and different situations.
Develops and maintains collaborative relationships with internal/external clients, vendors, and partners.
Effectively establishes priorities, communicates and guides program expectations, and provides program updates as appropriate.
Coordinates and collaborates cross-functionally on strategic development, operational planning, and implementation planning of the program to align with both Lumeris and client's vision and contractual delivery timelines.
Ensures continued alignment on initiative and implementation methodologies.
Oversees cross-functional project teams by providing direction, delegation, and removal of obstacles experienced by cross-functional project teams.
Coaches, mentors, and motivates to program team members and client SMEs to ensure the strategic and operational goals of the implementation are met.
Reports/communicates deviations to program timeline and/or scope and facilitates discussions to achieve positive resolution.
Ensures established initiative documentation processes are adhered to.
Utilizes approved tools and processes to ensure maintenance and versioning of key deliverable templates, including development and maintenance of tracking mechanisms for efficient movement.
Ensures processes, systems, tools, and organizational resources are in place to initiate, plan, execute, and monitor programs, including guiding a successful transition to support and maintenance teams upon program close.
Responsible for ensuring Risk mitigation and Impediment resolution processes are being adhered to by project teams and escalates Risks and Impediments internally and with clients when deemed necessary.
Collaborates cross-functionally to identify and institute program management process improvements.
Supports team in learning new solutions and continuously improving the approach to implementation and the deliverables used to support implementation.
Meaningfully contributes to the success and standardization of the approach for transitioning from implementation to ongoing operations.