About the Role:Commure's AI already lives in clinical environments across the country, answering patient calls, automating workflows, and reducing the administrative burden that costs healthcare a trillion dollars a year. As an Implementation Manager, you're the person who makes that real for our customers. You'll own deployments end-to-end, from the first kickoff call through go-live and into the post-launch optimization work that turns a successful implementation into a long-term partnership. That means scoping customer workflows, translating operational requirements into engineering specifications, coordinating UAT and QA, managing timelines and risks, and serving as the primary point of contact for every customer you're deploying. You'll run multiple implementations concurrently, work closely with engineering and product to move fast and resolve blockers, and be accountable for the quality and speed of every launch you own. This isn't a role where you hand off to someone else when it gets complex - you stay in it, you drive it, and you own the outcome. If you thrive in fast-moving environments, care deeply about getting the details right, and want your work to have an immediate impact on how patients experience care, you'll find a lot to build here.
What You'll Do- Lead customer implementations from kickoff through go-live
- Scope customer workflows, operational requirements, and success criteria
- Document customer requirements and translate them into clear implementation plans and engineering specifications
- Serve as the primary point of contact for customers throughout deployment
- Set expectations and communicate timelines, risks, blockers, and project status to customers
- Coordinate closely with engineering and product teams to prioritize issues and feature requests
- Track workflow changes and ensure agent configurations stay aligned with customer operations
- Plan and oversee UAT, QA, and go-live readiness
- Coordinate internal QA efforts and validate fixes before customer testing
- Monitor launch performance, identify issues, and drive rapid resolution
- Drive post-launch optimization and continuous improvement based on customer feedback and production data
- Maintain implementation documentation, playbooks, and project trackers
- Manage multiple implementations concurrently while keeping stakeholders aligned
What You Have- 2-5+ years of experience in implementation, operations, consulting, customer success, solutions engineering, or a similar customer-facing role
- Strong project management and organizational skills, with the ability to manage multiple customer deployments simultaneously
- Excellent written and verbal communication skills
- Comfortable working cross-functionally with customers, engineering, product, and operations
- Highly detail-oriented with strong ownership and follow-through
- Comfortable operating in fast-paced, ambiguous environments
Nice to haves:
- Healthcare technology or healthcare operations experience
- Experience implementing SaaS or enterprise software
- Familiarity with EHRs (Athena, Epic, eCW, ModMed, etc.)
- Experience with contact centers, telephony, or AI products
- Experience writing process documentation and customer-facing implementation plans
