ABOUT THE ROLE:The Implementation Manager is responsible for leading end-to-end client implementations across Rightway's PBM and/or Navigation service lines. This role owns the full lifecycle from kickoff to successful transition into ongoing client success, driving timelines, coordinating cross-functional teams, managing client expectations, and ensuring every implementation is executed with precision and care.
WHAT YOU'LL DO:Project Planning and Execution- Own end-to-end project management for multiple concurrent client implementations across PBM and/or Navigation service lines.
- Develop and maintain detailed project plans, milestone-tracking, and change-control procedures.
- Facilitate kickoff meetings, regular status calls, and cross-functional coordination to keep implementations on schedule.
- Manage the transition from implementation state to steady-state client success with thorough handoff documentation.
Client and Stakeholder Management- Serve as the primary point of contact for clients throughout the implementation phase.
- Set and manage client expectations with clear, proactive communication on project status, risks, and next steps.
- Provide Commercial and Client Success teams with implementation support, including direct coordination with client contacts and third-party vendors.
- Provide ongoing internal stakeholder support as the subject matter expert for implementation, offering best practices and historical context as needed.
- Conduct post-implementation reviews and lessons-learned sessions to drive continuous improvement.
Risk Management and Problem Solving- Proactively identify implementation risks and develop mitigation strategies before they become client-impacting issues.
- Monitor project progress across workstreams and make real-time adjustments to keep timelines intact.
- Escalate and report critical milestones, blockers, and client satisfaction indicators to leadership.
Documentation and Reporting- Document business requirements, project plans, and implementation decisions with a high standard of accuracy.
- Prepare and present clear status reports and performance updates for internal leadership.
- Ensure all implementation artifacts are maintained for compliance, audit, and future reference.
Technical Proficiency - Set up data integrations with benefit administrators, TPAs, EPOs, carriers, and more
- Work closely with the data and engineering team to improve systems and processes used during the implementation process
- Provide ongoing internal and external technical support on implementations in-flight and provide historical support as needed
AI-Enabled Workflows- Actively incorporate AI tools into your daily workflow, from project documentation and status reporting to client communication drafting and data summarization.
- Contribute to Rightway's evolving approach to AI adoption in implementation workflows and share learnings and best practices with the broader team.
- Leverage AI-assisted tools to synthesize complex implementation data, accelerate documentation tasks, and surface risks earlier in the project lifecycle.
WHO YOU ARE:- Bachelor's degree in Business Administration, Healthcare Management, Information Technology, or a related field (or equivalent experience).
- 2-5 years of project management experience, preferably in healthcare navigation or healthcare IT implementation.
- Strong understanding of PBM and/or healthcare navigation industry practices, workflows, and regulatory considerations.
- Experience working with HR/Benefit Departments, brokers/consultants, TPAs, PEOs, and healthcare carriers
- Strong analytical and problem-solving skills with sharp attention to detail. Must be able to think critically and use internal resources appropriately.
- Demonstrated ability to manage multiple complex projects simultaneously in a fast-paced environment.
- Excellent communication skills, written and verbal, with the ability to interact confidently with clients, vendors, and senior leadership.
- Proficiency in project management tools such as Smartsheet, Monday.com, Microsoft Project, Jira, Salesforce, or similar platforms.
- Technical proficiency in setting up data feeds and Excel experience is a big plus
- Familiarity with AI productivity tools and a demonstrated interest in incorporating them into operational workflows.
SALARY: $100,000-125,000Offer amounts for both remote and in office roles are influenced by geographic location.
CYBERSECURITY AWARENESS NOTICEIn response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the [redacted].com email domain. We will never ask for bank details or deposits of any kind as a condition of employment.
