Implementation Director

Foundation Health

About The Position

As Implementation Director, you will build and lead the team responsible for delivering our AI-powered solutions to health system customers. This is a player-coach role - you'll manage and develop a growing team of Implementation Managers while continuing to roll up your sleeves on strategic accounts and complex initiatives. You'll be a key architect of how we scale our implementation practice as we grow. You'll own both the function and the outcomes: building repeatable delivery frameworks, establishing team norms and tooling, coaching your team, and ensuring that every customer implementation reflects the quality and care that defines us. This role is for a leader who has been in the trenches, knows what great implementation looks like, and is energized by the challenge of building it at scale in a fast-moving startup environment.

Requirements

6+ years of experience in customer-facing implementation, customer success, or delivery leadership roles in enterprise healthcare SaaS or technology
2+ years of experience at an early-stage, venture-backed healthcare technology company (Seed through Series B) - you know what it means to thrive in a startup environment
2+ years of people management experience, with a track record of hiring and developing implementation or customer-facing teams
Proven success implementing enterprise healthcare software, SaaS, or AI solutions at U.S. health systems
Experience launching new enterprise healthcare technology products and building the delivery infrastructure around them
Strong health system domain expertise
Deep familiarity with healthcare data, integration, and interoperability standards (e.g., FHIR, HL7)
Exceptional communicator and relationship builder - able to engage credibly from front-line clinical staff to C-suite executives
Strong strategic and analytical thinking paired with a hands-on, execution-oriented approach
Demonstrated ability to build scalable processes and frameworks, not just manage individual projects

Nice To Haves

Background in healthcare consulting (e.g., Big 4, Oliver Wyman, The Advisory Board, Chartis, ZS Associates); especially those who have transitioned into healthcare technology
Familiarity with Atlassian products — Jira, Confluence, Loom
Knowledge of Agile software development processes and fundamentals
Epic certifications, implementation and/or integration experience
Project Management certification (PMP, PgMP, PMI-ACP, or equivalent)

Responsibilities

Own the end-to-end implementation methodology from pre-sales scoping through go-live and handoff and continuously refine it as we scale
Build and maintain implementation playbooks, templates, tools, and best practices that drive predictability and repeatability
Define and track KPIs for implementation quality, timeliness, and customer satisfaction (NPS, CSAT, time-to-go-live)
Partner with Product and Engineering to shape the roadmap, bring new products to market, and ensure our platform supports efficient, scalable delivery
Hire, develop, and manage a high-performing team of Implementation Managers
Set clear expectations, provide ongoing coaching and feedback, and build a culture of accountability and continuous improvement
Serve as an escalation point and thought partner for your team on complex customer situations, risks, and decisions
Foster a collaborative, execution-oriented team culture that thrives in ambiguity
Serve as Delivery Lead on strategic accounts, building trust with senior health system stakeholders and navigating complex organizational dynamics
Partner closely with Sales on deal structure, scoping, and transition from pre-sales to implementation
Collaborate with Business Operations to align on resource planning, capacity, and forecasting
Ensure implementation outcomes contribute directly to revenue recognition, customer retention, and expansion