Implementation Manager

We are looking for an AICA Launch Lead. This is a client-facing role responsible for owning the AI Care Assistant launch experience for a defined portfolio of employer clients. You will serve as the primary AICA subject matter expert each client works with from onboarding through post-launch stabilization, and will be accountable for the accuracy, completeness, and member-readiness of that client's benefits knowledge bases and AICA perform.

Members use the Transcarent AI Care Assistant to get direct answers to specific benefits questions - at scale, with no human to catch errors. This role requires deep employee benefits expertise combined with the ability to manage complex implementation workstreams, build trust with sophisticated clients, and work effectively in an AI-native tooling environment.

What You'll Do

• Serve as the named AICA implementation lead for an assigned portfolio of employer clients, owning the relationship from onboarding through post-launch stabilization
• Lead client working sessions related to benefits knowledge, AI readiness, and UAT
• Interpret complex employer health and welfare benefit plans - medical, pharmacy, ancillary, and CDH - and translate them into structured, AI-ready knowledge base content
• Partner directly with clients, brokers, and consultants to resolve documentation gaps, clarify benefit intent, and align on scope
• Manage AICA build and milestones, track open issues and risks, and own delivery against the agreed launch timeline for each client
• Own QA pass rates and pre-launch validation for assigned client knowledge bases
• Design and lead structured testing of AI-generated benefits responses, identifying inaccuracies, missing content, and edge-case failures
• Validate knowledge base accuracy, completeness, and member experience quality prior to each launch milestone
• Identify and escalate governance, compliance, or AI behavior concerns through appropriate channels
• Support issue triage and client communication during post-launch stabilization
• Maintain implementation documentation, testing outcomes, and benefits change tracking across the client lifecycle
• Collaborate with Product, Engineering and Operations to improve workflows, templates, and QA methodology

What We're Looking For

• 5-10 years of experience in employee benefits, benefits consulting, implementation, health plan operations, or total rewards
• Deep working knowledge of employer-sponsored health and welfare benefits - medical, pharmacy, point solutions, and spending and savings accounts, etc.
• Demonstrated experience interpreting employer benefits documentation (SBCs, SPDs, benefit summaries, carrier documentation, marketing and education materials)
• Client-facing delivery experience in consulting, implementation management, account management, or operational delivery for complex employer clients
• Ability to own a client relationship end-to-end through an implementation, including managing difficult conversations and competing expectations
• Strong project coordination skills with the ability to manage multiple concurrent client workstreams under real deadlines
• Comfort working in AI tooling - this role operates daily in Claude and Langsmith
• Familiarity with Jira, Confluence, or similar implementation tracking tools
• Strong written communication and cross-functional collaboration skills

Nice to Have

• Experience supporting benefits migrations, renewals, or open enrollment operations at scale
• Prior experience with AI-powered products, digital health platforms, or knowledge management systems
• Experience conducting structured QA or testing for digital member experiences
• Familiarity with healthcare navigation, benefits administration, or advocacy platforms

Who we are

Transcarent is the One Place for Health and Care, bringing medical, pharmacy, and point solutions together with the WayFinding experience, the first and only generative AI-powered health and care platform for health consumers.

Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences - Cancer Care, Surgery Care, and Weight Health - to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.

At Transcarent, our values guide everything we do:

• People First: We prioritize our Members, clients, and each other in every decision

• Care: Every decision starts with improving health and care for our Members

• Resilience: We push boundaries and take the uncharted path to change an industry

• Results: We take ownership, solve with speed, and deliver for our people and each other

• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage

• Competitive 401(k) Plan with a generous company match

• Flexible Time Off/Paid Time Off, 13 paid holidays

• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance

• Mental Health and Wellness benefits

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don't hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don't apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren't looking for someone who checks each box on a page; we're looking for active learners and people who care about disrupting the current health and care with their unique experiences.