Manager, Technical Implementation

Lumistry

2d

About The Position

The Manager of Technical Implementation owns the build. Every pharmacy that goes live with Lumistry depends on this team to configure, port, integrate, and validate the underlying technology so the customer's first experience works. This role leads the specialists who do that work across all products: porting numbers, building IVRs and texting workflows, migrating data, configuring integrations, and running the centralized intake functions that feed account setup.
The right person is technically deep enough to coach the team on hard configuration calls, organized enough to run a deadline-driven build queue, and rigorous enough to insist on quality at the seams. They also lead the cross-training that gets us to a single IVR platform and a single core platform, so building specialists who only know one product is not the goal.

Requirements

• 5+ years in technical implementation, professional services, or onboarding-build roles in a B2B SaaS or technology environment
• 2+ years managing a technical or implementation team (you've run the queue, the 1:1s, and the development conversations)
• Hands-on technical fluency. You don't have to do the build yourself, but you can read it, audit it, and coach the team through hard calls
• Demonstrated success running a deadline-driven team against published SLAs without burning the team out
• Comfortable in Salesforce, a PM tool like TaskRay or Smartsheet, and the operational side of telephony/IVR or web infrastructure
• Proven ability to design and run cross-training programs moving specialists into generalists without losing depth
• Documentation and process discipline. You write things down, and your team uses what you write

Nice To Haves

• Direct experience with IVR / telecom configuration, number porting, or pharmacy management system integrations
• Background in a multi-product organization or a post-acquisition integration
• Familiarity with TaskRay specifically
• EOS or similar operating-discipline exposure

Responsibilities

• Ensure every implementation across Lumistry One, VOW IVR, Medtel IVR, and any centralized service is built correctly the first time, on schedule, and validated before handoff to the Customer Relationship & PM team.
• Run the centralized onboarding functions of porting, intake, and build as repeatable, measured, and continuously improving operations.
• Define and hold the team to build-stage SLAs. Forecast capacity, balance load across specialists, and surface bottlenecks before they hit the customer.
• Operationally lead cross-training and enable product-specialized employees to become platform-agnostic operators ready for product unification and product addition. Sequence the training, track progress, certify competency.
• Own the configuration and adoption of TaskRay, the AI-assisted intake questionnaire, and the technical handoff artifacts. Identify where automation can replace manual steps and partner with the Director to ship those changes.
• Maintain the technical playbooks, runbooks, and decision trees the team uses. Own the build-side documentation in HelpJuice and keep it current as products evolve.
• Coach a team of ~7 specialists. Define competency progression for technical roles, run weekly 1:1s, and build the next senior specialists through clear development plans.
• Operate as the technical counterpart to the Manager of Customer Relationship & PM. Coordinate timelines, surface dependency conflicts early, and keep build status visible to PMs in real time so the customer never gets surprised.
• Own technical escalations within onboarding. Drive root-cause analysis and feed patterns back into Product, IT, and the Director.

Benefits

• We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, pregnancy, or any other characteristic protected by law.
• We provide reasonable accommodations for qualified individuals with disabilities during the application and interview process. If you require assistance, please don't hesitate to reach out.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed