Director of Implementation: NYC Healthtech Scale

Carex Consulting Group; New York (NY); On-site; USD 175,000 - 225,000; Full time

Job summary

Carex Consulting Group seeks a Director of Implementation in New York City to lead and scale a rapidly growing implementation organization. You will oversee a ~10-person team, own staffing, and drive multiple EHR deployments while partnering with Product, Engineering, and Customer Success to ensure successful customer launches.

This player-coach leader will balance strategic vision with hands-on execution, shaping processes and playbooks to bring structure to ambiguity in a fast-paced startup

Qualifications

• 8+ years of experience in implementation, professional services, enterprise delivery, or a related customer-facing function.
• Significant experience implementing EHRs or other complex, workflow-driven enterprise software.
• Proven people leadership experience directly managing and developing implementation or professional services teams.
• Experience with staffing, resource planning, project management, and managing multiple concurrent customer deployments.
• Experience building or scaling an implementation function within a high-growth startup is strongly preferred.
• Ability to operate as both a strategic leader and hands-on operator, including stepping into implementations, customer escalations, and projects when needed.
• Strong executive presence and experience working directly with senior customer stakeholders.
• Ability to manage complex projects involving multiple workstreams, dependencies, stakeholders, and competing priorities.
• Comfort operating in a fast-moving startup environment where established processes and playbooks may not yet exist.
• Ability to bring structure to ambiguity without creating unnecessary bureaucracy.
• Strong cross-functional leadership skills and the ability to partner effectively with Product, Engineering, Sales, and Customer Success.
• A highly accountable and decisive approach, with the ability to make sound decisions with imperfect information.
• Behavioral health experience is a plus.
• Experience scaling an implementation or professional services organization through significant company growth is a plus.
• Experience migrating customers from legacy EHR systems is a plus.
• Familiarity with healthcare interoperability, EDI, claims, eligibility, revenue cycle, or payer workflows is a plus.
• Experience with enterprise healthcare deployments involving hundreds or thousands of users is a plus.

Responsibilities

• Lead, manage, and develop a team of approximately 10 implementation professionals, with the opportunity to continue scaling the organization as the business grows.
• Own staffing and capacity planning across the implementation portfolio, ensuring the right resources are aligned to the right customers and projects.
• Oversee multiple concurrent EHR and enterprise implementations, ensuring teams deliver against timelines, milestones, customer expectations, and go-live goals.
• Establish scalable implementation processes, operating rhythms, playbooks, metrics, and best practices.
• Provide hands-on leadership for complex or strategic implementations, stepping into project execution and customer conversations when needed.
• Coach implementation leaders and individual contributors while creating clear accountability across the team.
• Serve as a senior escalation point for customers, navigating complex implementation challenges and driving issues to resolution.
• Partner directly with executive, clinical, operational, and revenue cycle stakeholders at customer organizations.
• Translate complex clinical and operational workflows into successful deployment strategies.
• Partner closely with Product, Engineering, Customer Success, Sales, and company leadership to ensure successful customer launches.
• Identify implementation trends and product gaps and translate customer feedback into actionable recommendations for Product and Engineering.
• Build the infrastructure necessary to support a rapidly increasing volume and complexity of implementations.
• Help shape the long-term strategy, structure, and evolution of the Implementation organization.

Skills

People leadership

Staffing planning

Project management

Cross-functional collaboration

Strategic leadership

Hands-on deployment

Client management

Tools

EHR systems

Job description

Carex Consulting Group seeks a Director of Implementation in New York City to lead and scale a rapidly growing implementation organization. You will oversee a ~10-person team, own staffing, and drive multiple EHR deployments while partnering with Product, Engineering, and Customer Success to ensure successful customer launches.

This player-coach leader will balance strategic vision with hands-on execution, shaping processes and playbooks to bring structure to ambiguity in a fast-paced startup