Implementation Programs Manager — Lead Scalable Client Solutions

RXinsider LTD.; Town of Florida, Northern (NY, KY); Hybrid; USD 100,000 - 124,000; Full time

Job summary

RXinsider LTD. in New York seeks an experienced Manager, Implementation Analyst to lead a team of Implementation Analysts who guide clients through standardized configuration options.

You will ensure structured discovery, translate client needs into scalable designs, and document decisions, while escalating out-of-standard requests through the product intake process. The role combines people leadership with implementation quality oversight, coaching, workload planning, and performance management

Qualifications

• 7+ years of experience in client-facing implementation, consulting, business analysis, program design, healthcare technology, or related work.
• Prior people leadership, team lead, mentoring, or supervisory experience preferred.
• Experience in specialty pharmacy, patient access, hub services, pharma manufacturer programs, healthcare technology, or regulated environments strongly preferred.
• Strong understanding of implementation lifecycle, client discovery, program design, configuration platforms, and workflow documentation.
• Experience translating complex client needs into structured program designs and actionable documentation.
• Ability to coach team members through scope boundaries, client expectation management, and escalation pathways.
• Strong working knowledge of Agile delivery practices, product intake, release planning, and cross-functional dependency management.
• Excellent verbal and written communication skills, including the ability to communicate clearly with clients, internal teams, and leadership.
• Demonstrated ability to manage multiple priorities, support team capacity, and maintain quality across concurrent implementations.

Responsibilities

• Lead, coach, and develop a team of Implementation Consultants responsible for client discovery, program design, and configuration guidance.
• Provide day-to-day oversight of consultant workload, priorities, client assignments, and implementation support needs.
• Ensure Implementation Consultants guide clients through AssistRx’s standardized program options using Product-approved templates and documentation.
• Review program design documentation for accuracy, completeness, scalability, and alignment with platform capabilities.
• Support consultants in complex client conversations, including scope clarification, expectation management, and escalation of out-of-standard requests.
• Reinforce that Implementation Consultants do not approve platform extensions, delivery scope changes, custom workarounds, or roadmap commitments.
• Ensure client requirements that fall outside standardized offerings are clearly documented and routed through the formal product intake process.
• Partner with Implementation Managers to ensure program design, timelines, dependencies, and delivery sequencing are aligned.
• Partner with Implementation Analysts to ensure client context, business goals, constraints, and design decisions are accurately captured.
• Monitor implementation design quality across assigned client programs and identify risks before they impact delivery or go-live readiness.
• Participate in client status calls, steering meetings, or escalation discussions as needed for high-priority or complex implementations.
• Partner with Product to share recurring client needs, edge cases, configuration gaps, and opportunities for template or roadmap improvement.
• Support training readiness by ensuring consultant review of agent-facing workflows and implementation materials is completed as appropriate.
• Establish consistent team practices for discovery, documentation, design review, escalation, and stakeholder communication.
• Conduct regular one-on-ones, performance discussions, coaching sessions, and development planning with direct reports.
• Support hiring, onboarding, training, and knowledge-sharing for new Implementation Consultants.
• Track team performance, capacity, quality trends, and implementation support needs, escalating resource concerns as appropriate.

Skills

Client-facing implementations

Team leadership

Program design

Healthcare technology

Agile delivery

Client discovery

Job description

RXinsider LTD. in New York seeks an experienced Manager, Implementation Analyst to lead a team of Implementation Analysts who guide clients through standardized configuration options.

You will ensure structured discovery, translate client needs into scalable designs, and document decisions, while escalating out-of-standard requests through the product intake process. The role combines people leadership with implementation quality oversight, coaching, workload planning, and performance management