Digital Delivery Implementation Manager

WebPT•,

1d•$84,700 - $114,400•Remote

About The Position

The Manager of Digital Delivery leads an onshore and offshore team of implementation specialists and owns the strategy, architecture, and execution of WebPT’s scaled implementation model. The role develops and maintains the processes that support high-volume digital implementations for new and existing customers purchasing WebPT’s AI-native rehabilitation therapy software platform, helping customers realize value from day one. This operational and strategic role is accountable for meeting delivery standards, quality goals, and timelines while building trust across the organization. The manager turns ambiguity into a repeatable implementation experience, manages operational details, and drives strategy, often with limited direction. The manager owns the implementation model from intake through go-live; builds and improves processes, playbooks, workflows, and program infrastructure; applies AI and automation to scale operations; and identifies and addresses bottlenecks and delivery risks. The role defines quality standards and performance metrics, reduces coordination burdens through documented systems, develops a blended onshore and offshore team, and partners with Product, Support, Customer Success, Sales, and Engineering.

Requirements

At least 5 years of experience in healthcare technology implementation.
At least 3 years of experience managing teams.
Demonstrated experience using AI to automate manual processes.
Demonstrated experience building processes, programs, or operating models from the ground up with minimal direction and scaling them into adopted practices.
Experience creating structure in ambiguous, fast-changing environments by defining problems, designing solutions, and driving adoption.
Experience leading onshore and offshore teams.
Proven success running high-volume, process-driven delivery or migration programs.
Highly organized and detail-oriented, with the ability to manage multiple workstreams.
Strategic thinking that connects daily execution to broader goals and scale.
Self-starter who creates structure and process amid ambiguity.
Confident leadership and clear communication with all levels of an organization.
Strong delegation skills and ability to empower leaders and hold them accountable.
Self-sufficient approach to identifying and executing optimization opportunities.
Data-driven approach and comfort using metrics to manage performance and guide decisions.
Adeptness with AI and automation and knowledge of applying them to everyday operations.
Ability to build trust across locations, time zones, and cultures.

Nice To Haves

Hands-on experience with RCM and/or EMR implementations or migrations.
Healthcare SaaS background.
Experience with process improvement methodologies such as Lean or Six Sigma.
Familiarity with project, workflow, and reporting tools such as Salesforce and Jira.
Experience building or scaling QA programs or automation in a delivery environment.

Responsibilities

Own the strategy and architecture of the scaled implementation model from intake through go-live.
Deliver high implementation volumes while maintaining quality, and monitor capacity, workload distribution, and timelines to address risks proactively.
Build and refine implementation processes, playbooks, workflows, and program infrastructure.
Assess the current state, prioritize improvements, and take new processes from concept through adoption.
Use AI and automation to streamline workflows, surface data insights, and scale operations without sacrificing quality.
Identify friction points, bottlenecks, and delivery drop-offs, and implement interventions to improve outcomes.
Drive experimentation and continuous optimization, taking solutions through execution.
Define quality standards, checklists, and feedback loops.
Own performance metrics and outcomes, including cycle time, throughput, quality and defect rates, time to go-live, and customer satisfaction.
Develop clear, repeatable, well-documented systems that reduce coordination burdens across the organization.
Lead, coach, mentor, and develop an onshore and offshore team; set expectations, goals, and development paths.
Delegate effectively and foster ownership, accountability, and collaboration across time zones.
Lead team meetings, program reviews, and cross-functional discussions.
Partner with Product, Support, Customer Success, Sales, and Engineering to support smooth handoffs and customer outcomes.