Director, Implementation Services

Faro Health Inc.

5d•$200,000 - $225,000•Hybrid

About The Position

Faro is looking for a Director, Implementation Services to lead one of the core pillars within our Customer organization. In this role, you will be responsible for how Faro’s platform is implemented, configured, and operationalized across customer environments. You will lead the delivery of platform configuration and API-based integrations into customer systems and third-party tools, ensuring customers can successfully deploy and scale Faro within their workflows. This includes owning technical implementation, structured data outputs, and custom solutions required to support real-world use cases. This is a hands-on leadership role combining solutions consulting, technical delivery, and service design, with accountability for both executing complex implementations and building repeatable implementation patterns that scale across customers. A key and growing part of this role is owning Faro’s customer knowledge graph: using generative AI to ingest, summarize, and semantically link customer documents into a precision knowledge library — and designing the structured prompts and parsing logic that ensure every new document uploaded by a customer is correctly classified and integrated into that graph.

Requirements

8+ years in Professional Services, Solutions Consulting, or Technical Implementation roles within SaaS
Experience delivering platform configuration and API-based integrations in customer environments
Strong understanding of SaaS and AI-driven platforms, including APIs, integrations, workflow configuration, and data-driven outputs; familiarity with generative AI concepts including prompt engineering, RAG pipelines, and document parsing sufficient to lead knowledge graph build-out and governance
Proven ability to balance hands-on delivery with building scalable processes
Experience working cross-functionally with Product and Engineering
Strong stakeholder management and problem-solving skills
Comfortable operating in a fast-paced, high-growth environment
Ability to travel up to 30%

Nice To Haves

Experience in life sciences or clinical development
Familiarity with structured data or protocol design workflows
Experience building or scaling an Implementation function
Hands-on experience with knowledge graph concepts, document structuring, or AI-assisted content organization (e.g. RAG pipelines, prompt engineering, semantic tagging)

Responsibilities

Lead end-to-end implementation of Faro’s platform across customer environments, translating customer requirements into scalable configurations, workflows, and study setups.
Oversee protocol authoring setup, intake processes, and environment configuration aligned to the Faro solutions in scope for each customer.
Ensure successful deployment of APIs and service accounts in collaboration with Product and Engineering.
Define clear transition points from implementation to post go-live adoption teams to ensure continuity of customer experience.
Oversee environment setup, user access, and coordination with customer IT teams to ensure secure, scalable deployments.
Serve as the bridge between Faro DevOps and customer IT for SSO configuration and identity provider integration on each customer account, managing the end-to-end setup process and ensuring timely resolution of access and authentication issues.
Act as the primary liaison between Faro DevOps and customer IT teams to scope, coordinate, and deliver all system integration work.
Oversee generation, validation, and operational use of structured study design data and standardized outputs (such as USDM) within customer workflows and downstream systems; apply generative AI to ingest and summarize clinical documents — protocols, SAPs, data management plans, regulatory submissions — extracting key concepts and generating hyperlinked references that connect related content across the customer’s knowledge library.
Design and maintain structured prompt libraries that govern how newly uploaded customer documents are parsed, classified, and integrated into the knowledge graph — ensuring consistent, auditable ingestion and enabling AI-assisted retrieval and synthesis across the full library of a customer’s clinical content.
Deliver and oversee tailored solutions including scripts, workflow adaptations, and reporting configurations required for successful deployment and adoption; examples include building reporting outputs for integration with customer platforms and configuring connections with third-party clinical vendors.
Use a consultative approach to understand customers’ core requirements, ask clarifying questions, and guide customers toward best practices aligned with product capabilities, including leveraging standard functionality where possible through configuration and user enablement.
Define and scale the Implementation operating model, including delivery playbooks, intake frameworks, and SLAs.
Establish scalable processes to ensure consistency and quality across implementations.
Build repeatable implementation approaches to reduce time-to-value and improve consistency across customers.
Manage and develop a Project Manager direct report responsible for coordinating implementation timelines, tracking deliverables, and ensuring clear communication across internal teams and customer stakeholders throughout the implementation lifecycle.
Partner closely with Customer Strategy, Solutions Onboarding Product Experience, Product, and Engineering to ensure aligned delivery and continuous improvement.