Senior Manager, Enterprise Solutions – Implementation

Role Overview

• Own end-to-end project management for large, complex, multi-workstream client implementations from kickoff through go-live and hypercare stabilization
• Build and maintain detailed implementation plans with clearly defined milestones, owners, cross-functional dependencies, risk mitigation strategies, and escalation paths
• Lead implementation workstreams coordinating Operations, Clinical, Product, Technology, and Finance without direct authority — driving alignment, accountability, and momentum across teams
• Serve as the primary escalation point during active implementations, triaging issues in real time and driving rapid resolution before they affect client commitments or contractual SLAs
• Manage the implementation-to-CS handoff with rigor: full documentation of program requirements, SLA definitions, operational context, and unresolved risks transferred clearly to the ongoing account team
• Own the hypercare phase post-launch, ensuring early operational issues are identified, resolved, and closed out before steady-state handoff
• Liaise between Account Management and the Product and Technology teams — representing client needs, operational gaps, and delivery learnings in roadmap conversations
• Aggregate, synthesize, and prioritize product enhancement requests from Client Success, implementations, and ongoing program operations into a structured, actionable backlog for Product review
• Lead recurring prioritization forums with Product and Technology stakeholders, providing clear business context, client impact, and urgency framing for each enhancement request
• Track the status of in-flight product enhancements and communicate progress, timelines, and delivery commitments back to Account Management and Client Success teams
• Identify patterns across client feedback and implementation findings that signal systemic product or platform gaps — translating these into well-defined, prioritized requirements
• Partner with Product and Engineering on feasibility assessments, phased delivery planning, and acceptance criteria for enhancements that affect client-facing workflows
• Develop and enforce implementation standards across the organization: playbooks, intake templates, go/no-go readiness frameworks, and post-launch retrospective processes that reduce variability and improve predictability
• Drive continuous improvement of solution delivery by identifying opportunities for process and tooling enhancements, partnering with Operations and Product leadership to implement scalable changes
• Use post-implementation retrospectives to capture lessons learned and systematically feed improvements back into both implementation practice and the product enhancement backlog
• Serve as a key voice in internal planning — surfacing repeatable implementation patterns, unmet delivery needs, and capability gaps that inform roadmap and build-vs-partner decisions
• Act as a trusted partner to Operations, Clinical, Product, and Technology — translating client commitments and operational realities into actionable delivery and product plans
• Support the VP of Account Management in tracking and executing key strategic initiatives, surfacing blockers, and maintaining accountability across cross-functional stakeholders
• Maintain a real-time view of the implementation pipeline and active product enhancement priorities — flagging what is on track, what is at risk, and what requires VP-level attention
• Design and contribute to Account Management operating rhythms: implementation pipeline reviews, product enhancement updates, QBR prep, and leadership reporting

Requirements

• 7–10 years of experience in enterprise implementation, program management, or solution delivery in a healthcare, pharmacy, or B2B technology environment
• Demonstrated track record owning large, complex, multi-stakeholder implementations end-to-end — from planning through go-live — with measurable on-time delivery outcomes
• Proven experience working as a product liaison or in a similar capacity — translating operational and client needs into structured product requirements and driving prioritization with Product and Engineering teams
• Deep project management proficiency: milestone planning, dependency mapping, risk registers, RAID logs, and structured status reporting across concurrent workstreams
• Strong understanding of pharmacy workflows, service delivery models, and platform integrations; ability to identify and articulate product gaps in operational terms
• Demonstrated ability to influence without authority across Product, Technology, Operations, and Clinical stakeholders — building credibility through clarity, follow-through, and business context
• Experience leading cross-functional delivery workstreams, with the communication skills to drive accountability across technical and non-technical teams
• Strong written communication — able to produce implementation plans, product requirement documents, executive summaries, and client-ready materials with precision and minimal direction
• Demonstrated capability to mentor or guide others in complex delivery environments; ability to scale impact through others as the function grows
• PMP, PgMP, or comparable project management certification preferred

Tech Stack

• PMP

Benefits

• dental, vision, and multiple group medical plans to choose from
• 401(k) retirement savings plan
• group life insurance
• accidental death and dismemberment (AD&D) insurance
• flexible spending account (FSA) and health savings account (HSA)
• commuter benefits
• employer-paid short-term (STD) and long-term disability (LTD) insurance
• additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program)
• flexible vacation time
• accrued paid sick time
• 10 paid holidays
• 2 floating holidays for full time non-exempt employees
• eight weeks of paid parental leave for eligible employees
• additional paid weeks for the birthing parent
• 4 weeks paid caregiver leave
• Lifestyle Spending Account allowance each month