Implementation Manager

About The CompanyAt Rezilient, we're redefining what primary care looks like, making it more accessible, seamless, and patient-centered than ever before. Through our innovative CloudClinic model, we combine virtual provider visits with smart, tech-enabled infrastructure to deliver timely, personalized care. By removing traditional barriers to access and continuously expanding our specialty offerings, we're building a healthcare experience that's as convenient as it is comprehensive.About The RoleRezilient Health is seeking an Implementation Manager to lead customer (e.g., employer groups) and health system implementation workstreams from handoff through launch and transition to ongoing support. This role sits at the center of how new partnerships move from signed agreement to live, reliable care delivery, translating contractual commitments and customer requirements into executable implementation plans.The Implementation Manager serves as the primary owner and trusted advisor for assigned implementations, leading stakeholders through onboarding, configuration, adoption, and go-live to achieve defined objectives and long-term value. This role owns implementation health, progress, milestones, deliverables, evolving requirements, and risk mitigation while coordinating internal and external stakeholders across Product, Engineering, Sales, Support, Solutions Engineering, and operational teams. The Implementation Manager brings structure and accountability to fast-moving, ambiguous environments, ensuring cross-functional workstreams remain aligned and launches progress toward successful, on-time go-lives.The role blends project management, implementation operations, stakeholder engagement, support coordination, and technical cross-functional execution. It requires working familiarity with healthcare interoperability concepts to partner effectively on EHR-related workstreams—including athenahealth APIs, Epic FHIR endpoints, CCDs, HL7 v2 interfaces, FHIR resources, HL7 message types, and related integration standards. The ideal candidate has experience implementing a proprietary SaaS or care-delivery product across small, midsize, and enterprise healthcare organizations, preferably within an early-stage health-tech environment.Success in this role requires strong operating discipline, clear communication, comfort with ambiguity, and the judgment to balance launch velocity with readiness and patient experience. In the first 90 days, you will assume ownership of assigned implementation workstreams, establish clear project-management cadences, improve visibility into milestones and risks, refine implementation-management artifacts, and strengthen coordination from launch planning through steady-state handoff.Key ResponsibilitiesImplementation Planning & Launch ManagementLead assigned customer and health system implementations from internal handoff through launch and transition to ongoing supportBuild and maintain detailed implementation plans, project timelines, risk logs, readiness criteria, and launch checklistsBuild customer-specific project artifacts, including milestone trackers, decision logs, dependency trackers, escalation paths, status updates, meeting agendas, action logs, and implementation readiness reportsCoordinate launch activities across internal teams and customer stakeholders, keeping scope, owners, dependencies, customer responsibilities, requirements, and deadlines clearRun regular implementation meetings, launch standups, and stakeholder updates; document decisions, capture action items, and drive accountabilityIdentify risks, blockers, and missed dependencies early, escalate appropriately, and coordinate mitigation plans to protect launch timelines and qualityCross-Functional CoordinationPartner closely with Operations, Clinical Operations, Engineering, Customer Success, Sales, Product, and other teams to align implementation workstreamsManage handoffs from Sales into implementation and from implementation into Customer Success, health system support, or ongoing account ownershipCoordinate clinical and operational readiness activities such as staffing inputs, training, credentialing, platform preparation, workflow documentation, communications planning, and go-live supportWork with Engineering and technical stakeholders to track integration requirements, data flows, user acceptance testing, platform readiness, and issue resolutionTranslate implementation needs across technical, clinical, operational, and customer audiences so decisions are clear and work keeps movingCustomer & Partner Stakeholder ManagementServe as a day-to-day implementation point of contact for assigned customer and partner stakeholdersSet clear expectations around timelines, customer responsibilities, decision points, launch requirements, and communication normsSupport both employer customer and health system implementation needs, adapting project plans to partnership model, scope, and readiness requirementsBalance urgency with operational stability, escalating when timelines should not accelerate because readiness, safety, or patient experience could be affectedCoordinate partner-facing launch communications and engagement needs with internal teams when requiredTravel to facilitate smooth implementation processes about 15% of the timeImplementation Operations, Reporting & Process ImprovementMaintain accurate implementation documentation, customer records, project artifacts, and operating playbooksTrack implementation progress, adoption signals, early engagement metrics, customer health indicators, and launch-readiness statusMaintain and update dashboards or reports that give leadership visibility into onboarding progress, risks, decisions, and trendsSupport workflow automation, CRM hygiene, and implementation tooling that improve efficiency and consistencyCapture product, process, and support feedback from implementations and bring structured insights back to Product, Engineering, Operations, and Customer SuccessHelp build repeatable, scalable implementation processes so Rezilient can launch more customers and partners without reinventing the approach each timeDefine and track core implementation metrics, such as milestone adherence, on-time launch readiness, implementation duration, risk and escalation trends, customer feedback, and internal handoff qualityRequirementsRequired Qualifications5+ years of experience supporting healthcare, health system, enterprise, and/or B2B customer implementations, project management, operations, and customer successExperience partnering with integration engineers and prior exposure to athenahealth APIs, Epic FHIR endpoints, CCDs, and HL7 v2 interfaces (experience with other EHRs is welcome)Working knowledge of interoperability standards: FHIR (Patient, Encounter, Observation, Condition, Medication, etc.), HL7 v2 (ADT, ORU, SIU), and CCDsProven ability to manage multi-stakeholder projects with clear plans, timelines, dependencies, risks, and deliverablesStrong organization, follow-through, and attention to detail, with the ability to manage multiple implementation workstreams at onceExcellent written and verbal communication skills, including the ability to build rapport, get buy-in, and keep internal and external stakeholders alignedComfort working cross-functionally with operational, clinical, technical, sales, customer success, and product teams, paired with a strong customer-oriented approachHands-on experience using AI tools (e.g., Claude, Gemini, Perplexity) to support project work, documentation, and data analysis. Rezilient is a tech-forward company and expects team members to build fluency with our approved AI toolsAbility to operate in a fast-moving startup environment with ambiguity, shifting priorities, and incomplete informationWorking knowledge of CRM, project-management, documentation, or reporting tools; HubSpot experience is a plusSound judgment around launch readiness, escalation, customer experience, and operational riskA tool-agnostic mindset, willingness to adapt and use new tools and systems rather than relying on a single stackPreferred QualificationsFamiliarity with software, platform, integration, user acceptance testing, or technical go-live processesExperience coordinating clinical or operational readiness activities, including training, workflow development, staffing inputs, or launch supportExperience using Google Workspace is strongly preferred, along with Asana for project management workflows and Jira for ticketing and feature request management. Experience building implementation playbooks, customer onboarding workflows, reporting dashboards, or scalable operating processesBachelor's degree in business, engineering, computer science, operations, healthcare administration, marketing, or a related field, or equivalent practical experienceWillingness to travel about 15% of the timeBenefitsAt Rezilient Health, we're on a mission to make humane healthcare truly abundant, and we invest in the people who make that possible. This is a high-impact role where your ideas directly shape how care is delivered, within a supportive, collaborative, and diverse team that believes healthcare is fundamentally a human experience. We back that commitment with a robust total rewards package:Meaningful ownership through stock options, allowing you to share directly in the value you help create as we growCompetitive base compensationComprehensive medical, dental, and vision coverage options, with Rezilient contributing toward your premiumsComplimentary access to Rezilient's clinical programs for you and your household members, the same connected care we deliver to our patients401(k) retirement plan to support your long-term financial well-beingFlexible Paid Time Off, so you can recharge without counting daysDedicated Paid Sick Leave, separate from your FTO, for when health needs come first11 paid company holidays each yearPaid family leave to support you through life's biggest momentsOptional ancillary benefits, including life insurance, disability coverage, and a Health Savings Account (HSA)