Manager, Implementation & Operations

Protocol Behavioral Health

2d•$95,000 - $115,000•Hybrid

About The Position

Protocol Behavioral Health's mission is to improve cancer care outcomes through specialized behavioral health and supportive care integrated within oncology care teams. They partner with oncology clinics and cancer centers, utilizing the collaborative care model to provide mental health support directly within the cancer care setting. The team consists of experienced healthcare operators and executives focused on scaling partnerships across behavioral health, oncology, and value-based care. As a fast-growing, early-stage company, Protocol is dedicated to making specialized behavioral health a standard part of cancer care. The Manager, Implementation & Operations will be the main contact for new partner implementations. This role involves translating partnership structures and market nuances into actionable plans, managing projects from initiation through go-live and into ongoing operations. The position requires close collaboration with internal clinical, operations, and technology teams to ensure alignment and on-time launches. Reporting to the Senior Director, Business Operations, the role initially provides project management support while learning Protocol's model, then progresses to independent ownership of implementations. The ideal candidate is a structured, proactive individual who excels in ambiguous environments and focuses on outcomes. Beyond implementations, this role will also contribute to broader business operations initiatives, adapting focus between active implementations and operations projects based on volume. This includes taking ownership of select operational tasks such as optimizing toolkits, playbooks, and cross-team processes.

Requirements

4-6 years of experience with a track record of owning implementations end to end
Healthcare implementation experience, ideally within a managed-services model; SaaS implementation experience also considered, provided there is strong operational (not just project management) ownership
Working knowledge of how a clinic functions, including revenue cycle fundamentals, and experience or aptitude for driving provider behavior change
Familiarity with Electronic Medical Record (EMR) or Electronic Health Record (EHR) systems and the technical aspects of implementation
A proactive problem solver who identifies issues and leads the conversations to resolve them, rather than operating solely as a project manager
Demonstrated ability to independently drive work forward, solve problems, and manage ambiguity
Comfortable holding multiple concurrent workstreams and flexing between client-facing implementation work and internal business operations projects
Strong project management fundamentals — building and iterating on project plans, templates, and playbooks — paired with excellent relationship-management and communication skills to lead partner-facing meetings independently

Nice To Haves

Prior experience in oncology, behavioral health, or value-based care settings
Experience in a high-growth, early-stage healthcare services startup environment
Background in management consulting within healthcare
Experience performance analyses and translating data/findings into operational workflows
Entrepreneurial spirit

Responsibilities

Serve as the primary point person for new partner implementations — leading partner meetings, building and maintaining project plans, and coordinating technology setup end to end
Own up to two concurrent client implementations once fully ramped, including onsite support during launch and oversight of education and marketing material delivery
Translate partnership structure and market- or partner-specific nuances into a clear, executable plan, anticipating risks early and driving mitigation plans without waiting to be asked
Lead complex partner implementation conversations as a proactive problem solver — someone who surfaces issues and drives them to resolution, not just a project manager keeping things on track
Own implementation outcomes, not just task completion — finding the problems and having the hard conversations, not simply keeping things on track
Refine/Iterate on current implementation project management templates and the existing implementation playbook
Flex time and focus between implementation work and business operations projects as implementation volume speeds up and slows down
Take higher-level ownership of select work currently managed by the broader operations team — including optimizing toolkits and playbooks and improving manual processes — partnering cross-functionally to increase efficiency across operations and the clinical team