O ur client, a fast-growing healthcare technology company builds AI voice agents that answer patient calls for physician practices, integrating directly with each practice's EHR, practice management, and phone systems. They are seeking a Director of Implementation to lead a growing team of roughly six Implementation Managers and Associates and own every new practice's journey from contract to go-live.
Responsibilities
Lead the Implementation team and own every project from assignment to go-live, cutting new-client time-to-live from 90 days to 30 over 12 months, with upsell go-lives shrinking in step
Map the current implementation SOP end to end, eliminate steps, run work in parallel, and templatize what repeats, then enforce the process, including weekly client status updates on every project
Identify onboarding bottlenecks (EHR/PM integrations, telephony, agent configuration, testing) and partner with Engineering to automate or productize them, bringing a prioritized, data-backed list into roadmap planning
Plan capacity by setting concurrent project slots per Implementation Manager, forecasting go-lives against signed deals, and staffing ahead of demand
Build a dated plan for every signed-but-not-live practice, unstick stalled projects, and keep each waiting client informed
Protect quality: every go-live passes the QA suite before scheduling, zero critical client-found defects post-go-live, and regression testing on every platform release
Own implementation project-management tooling (e.g., Smartsheet, MS Project, Monday), including selecting and rolling out new tools, configuration, workflows, automation, and data hygiene
Build and run implementation dashboards covering time-to-live by phase, on-time go-live rate, slot utilization, backlog, and post-go-live defect rate, reporting weekly to the COO and leadership team
Recruit, onboard, and develop the team, setting clear KPIs and holding people accountable to them
Own the implementation career path from Associate to Manager and on to Senior Implementation Manager, Account Manager, or Product Owner, defining promotion criteria and running development plans
Partner with Support and Account Management on clean go-live handoffs so every practice is supported from day one
Skills/Requirements
7+ years in implementation, professional services, or customer onboarding at a B2B SaaS company, including 3+ years leading teams
Proven track record of measurably reducing onboarding or time-to-value cycle times
Experience managing many concurrent client implementations that integrate with third-party systems
Process-and-automation mindset, with comfort working directly with engineers on integrations, APIs, and workflow automation
Data-driven operator who builds their own dashboards and is fluent in project-management and CRM tools (e.g., Smartsheet, MS Project, Monday, HubSpot)
Strong record of hiring, coaching, and building career paths that promote from within
Track record of selecting and implementing new tools and driving team adoption
Proficiency with AI tools and experience using them to automate customer onboarding
Preferred: healthcare technology experience, especially EHR/PM integrations or work with physician practices
Preferred: experience with voice AI, conversational agents, contact center, or telephony platforms
Preferred: experience scaling an implementation or professional services team at a fast-growing startup
Ability to work full-time onsite in Birmingham, AL