Manager of Implementations

Self Bill Pro•Clermont, FL

5d•$100,000 - $135,000•Remote

About The Position

The Manager of Implementations is a high-impact position responsible for leading the Implementation Manager team. This role is accountable for the end-to-end delivery of client onboarding, from requirements gathering and EDI data mapping through testing, deployment, and transition to ongoing support. Internally, this leader will build, coach, and scale a high-performing team of Implementation Managers while driving consistency, on-time delivery, and operational excellence. Reporting to the Director of Operations, this is where hands-on implementation ownership sits. The role sets escalation and quality standards for complex integration challenges while staying close enough to the work to review data mappings and unblock at-risk projects. The ideal candidate combines strong people leadership, deep EDI and benefits administration fluency, and the project management discipline to keep a high volume of concurrent implementations on track.

Requirements

8+ years managing a portfolio of concurrent client-facing projects with both internal and external stakeholders
8+ years in a client-facing role, with demonstrated experience independently owning difficult client conversations and resolving escalated issues
6+ years of experience directly managing or leading a team, including hiring, performance management, and development
Experience in employee benefits, insurance operations, or billing processes
Proven ability to coach and develop team members in a fast-paced environment
Strong analytical abilities, including comfort analyzing and manipulating data in Microsoft Excel
Exceptional communication and interpersonal skills, with the ability to translate complex technical concepts for non-technical stakeholders
Strong organizational and problem-solving skills with a proactive, ownership mindset
Ability to balance strategic leadership and hands-on execution

Nice To Haves

5+ years of hands-on EDI and/or API implementation and support experience, preferably within the benefits administration industry, including HIPAA 834 transactions
Working knowledge of fixed-width file formats and the LDEx XML file format
Familiarity with common benefit administration platforms (e.g., ADP Workforce Now, Workday, bswift) and insurance carrier systems
Experience with data mapping and transformation tools
Experience building or scaling an implementation function in a startup or high-growth environment
Bachelor’s Degree

Responsibilities

Lead, mentor, and develop a team of Implementation Managers, fostering a high-performance, client-centric culture
Conduct regular 1:1s, provide feedback, and support career growth and technical skill development
Manage team capacity, project assignment, and workload distribution across a high volume of concurrent implementations
Own onboarding and training for new Implementation Managers, including EDI, file format, and platform ramp-up
Set clear performance expectations and hold the team accountable to delivery timelines and quality standards
Maintain visibility into all active implementations, monitoring status, risk, and timeline adherence across the team
Maintain the team’s technical excellence in EDI standards (including HIPAA 834), API integrations, and benefit administration platforms
Review and validate EDI data mappings, file specifications, and testing plans ahead of deployment
Step directly into at-risk implementations to unblock issues and drive them to completion
Establish and report on delivery metrics, including go-live timeliness, project cycle time, and implementation quality
Make prioritization and sequencing decisions when client, carrier, and internal timelines compete
Serve as the primary escalation point for complex or high-impact implementation issues
Lead investigations into data, file, and integration problems, driving resolution with urgency and accountability
Ensure a consistent, high-quality client experience across every implementation
Act as a trusted advisor to clients, reinforcing confidence in Self Bill Pro throughout onboarding
Serve as a key external-facing partner to clients, brokers, insurance carriers, and benefit administration vendors
Build and maintain strong relationships with carrier and platform contacts tied to active implementations
Support new and existing partnerships, including coordination on connectivity, file setup, and data exchange processes
Act as the central point of alignment when an implementation issue spans multiple external parties
Establish and refine implementation workflows, standards, templates, and best practices
Own the process design, automation, and tooling roadmap for implementations in partnership with the Director of Operations
Identify recurring implementation issues and root causes, and implement solutions that reduce rework
Ensure implementation processes meet HIPAA and carrier and vendor data handling requirements
Partner with Client Services, Product, and Operations to improve handoffs across the client lifecycle
Ensure documentation, playbooks, and training materials are maintained and scalable as the team grows
Drive consistent adoption and effective use of Notion and data mapping tools across the team
Partner closely with Client Services, Data Operations, Product, Engineering, and Sales teams to ensure a seamless client experience from sale through steady state
Provide insight from implementation work to inform product improvements and operational strategy
Support Sales with scoping and feasibility input on prospective client requirements
Align internal teams around implementation priorities, timelines, and expectations