Director, Implementation

What You'll Build
A team that owns outcomes. You will lead a team of Implementation Managers and Associates running high stakes launches for pharma and life sciences clients. You will set the bar for how we run an engagement, coach to it in weekly one on ones and account reviews, and step into the escalations that need you. Your people should come out of every launch better at the next one.

Launches that land on time, across a portfolio. You own delivery for the whole book, not a single account: scope, timeline, risk, and executive communication across engagements spanning client IT, hub operations, and specialty pharmacy partners. You'll track delivery KPIs including on-time launch rate, implementation CSAT, and project budget management, and make sure every launch hands off cleanly to the Engagement team. Risks surface early and get driven to resolution across internal and external teams. No surprises at go-live.

Deliverables that are client-ready before they leave the building. You'll review your team's discovery notes, solution designs, and project plans so that what reaches a client reflects Courier Health at its best, while building the platform and data-model judgment in your team that lets them get there without you over time.

Refining the playbook that makes every launch faster. Templates, phase gates, solution design patterns, project tooling, and reporting that shows where time actually goes. You will partner with leadership to iterate and improve our methodology and keep sharpening it as the programs get bigger and more complex.

A bench that grows ahead of the pipeline. You will hire, coach, onboard, and ramp the Implementation team we need for next year's customer base, giving structured feedback, supporting career growth, and building the capacity model that tells us when to hire and where to staff. You will also carry what the team learns back to Engineering and Product, advocating for the platform capabilities that make implementations shorter.

What Makes You Successful
10+ years in customer-facing implementation, professional services, solutions delivery, or technical program management at a B2B SaaS company.
2+ years managing implementation, delivery, or professional services talent. You have given hard feedback and watched someone get better because of it.
A track record of personally owning complex, multi-phase enterprise implementations end to end, with multiple client stakeholders and parallel technical workstreams.
Strong technical fluency. You can hold your own on API integrations, data mapping, system architecture, and configuration logic with client engineering teams. Coding is not required. Technical depth is essential.
Platform and data-model expertise deep enough to review your team's configuration and solution-design decisions and catch issues before they reach a client.
Proven ability to work with senior client executives on high-stakes, time-sensitive issues, including the conversations nobody wants to have.
Evidence that you have contributed to building process where none existed. A methodology, a set of phase gates, or a tooling change that a team adopted and kept.
Excellent project management instincts, with demonstrated ability to manage team capacity and utilization across a portfolio of active engagements, not just your own workload.
Excellent written and verbal communication, with the ability to translate complex technical concepts for non-technical audiences.
High emotional intelligence, curiosity, and empathy. You build trust with executive and technical stakeholders alike, and with the people who report to you.
Comfortable coaching teammates through difficult client conversations and giving direct, specific feedback on client-facing work.
Comfortable operating with autonomy and ambiguity at an early-stage company.
Able to travel periodically for on-site client engagements, roughly 10 to 20%.
Experience working with pharma, life sciences, specialty pharmacy, or healthcare clients.

Bonus points if:
You know patient support programs, hub services, or specialty pharmacy workflows firsthand.
You have worked with CRM platforms (Salesforce, Veeva) or healthcare interoperability standards.
You've built or contributed to playbooks, training materials, or onboarding programs for a team.
You have helped scale an implementation or professional services team at a high-growth health tech or pharma tech company.
You hold a PMP or equivalent project management certification.