Implementation Manager

Phoebe•New York, NY

11d

About The Position

Phoebe is modernizing America's home healthcare infrastructure. This is the coordination layer for one of the largest labor markets in the country. Today, we build AI teammates for home care and home health agencies - starting with scheduling workflows that are mission-critical, high-volume, and deeply broken. We are looking for a high-agency operator to lead how we get new customers live, fast, and on a path to lasting value. You will own implementation at Phoebe. Every new customer's first 90 days runs through you. Implementation is currently a bottleneck. The job is to turn it into a competitive advantage. You will run kickoffs, map customer workflows, configure the product, train teams, drive adoption, and own the handoff to ongoing CSM coverage. You will build the implementation playbook as you go. What you ship in your first six months becomes how Phoebe scales for the next two years. This is a customer-facing operator role at the center of how Phoebe scales. You will sit at the intersection of customer ops, product, and company-building.

Requirements

Experience in implementation, technical project management, consulting, operations, or a similar high-intensity customer-facing role
Strong ownership and visible urgency; you follow through without being chased
Ability to read messy operational workflows fast and turn them into a clear plan
Strong customer presence; you can run a structured call, set expectations, and hold a tough line when needed
Excellent written communication; you can turn a 60-minute messy call into a 1-page recap, owner list, and timeline
Comfort working cross-functionally with Product and Engineering on product gaps and bugs
Data-informed mindset; you read usage patterns and react before customers complain
High adaptability and comfort with ambiguity in an early-stage company
Willingness to get in the weeds while also building the system that makes the weeds smaller next time
You are a strong fit if you: Like messy, high-context work
Get energy from a customer go-live, not from a status update
Can manage many open loops without dropping balls
Are practical, organized, and action-oriented
Move comfortably between customer calls, internal docs, and product feedback
Want to build a function, not just fill a seat
Are energized by turning chaos into systems

Responsibilities

Own end-to-end implementation for new Phoebe customers, from contract signature through 90-day post-launch
Lead structured kickoffs with agency owners, administrators, and schedulers
Map each customer's existing scheduling, communication, and EHR workflows; identify what changes and what doesn't
Configure Phoebe to fit the agency's operations, not the other way around
Train agency staff (owners, schedulers, administrators, caregivers as needed) on how to use Phoebe in their day-to-day
Drive customers to meaningful activation with clear milestones, a shared timeline, and weekly accountability
Track launch readiness, open blockers, customer risks, and adoption signals
Partner closely with Product, Engineering, and Support to resolve customer-blocking issues
Translate repeated implementation issues into product feedback, internal process changes, documentation, and reusable playbooks
Use customer data, usage signals, and qualitative feedback to triage risk and prioritize effort
Identify what to automate, standardize, and template; build the system that lets the next implementation manager onboard a customer in half the time
Define what excellent implementation looks like at Phoebe and codify it