About the Role: $100,000 - $135,000, dependent on experienceThe Manager of Implementations is a high-impact position responsible for leading the Implementation Manager team. This role is accountable for the end-to-end delivery of client onboarding, from requirements gathering and EDI data mapping through testing, deployment, and transition to ongoing support. Internally, this leader will build, coach, and scale a high-performing team of Implementation Managers while driving consistency, on-time delivery, and operational excellence.
Reporting to the Director of Operations, this is where hands-on implementation ownership sits. The role sets escalation and quality standards for complex integration challenges while staying close enough to the work to review data mappings and unblock at-risk projects.
The ideal candidate combines strong people leadership, deep EDI and benefits administration fluency, and the project management discipline to keep a high volume of concurrent implementations on track.
This is a remote position.
Team Leadership & Development- Lead, mentor, and develop a team of Implementation Managers, fostering a high-performance, client-centric culture
- Conduct regular 1:1s, provide feedback, and support career growth and technical skill development
- Manage team capacity, project assignment, and workload distribution across a high volume of concurrent implementations
- Own onboarding and training for new Implementation Managers, including EDI, file format, and platform ramp-up
- Set clear performance expectations and hold the team accountable to delivery timelines and quality standards
Implementation Delivery & Portfolio Oversight- Maintain visibility into all active implementations, monitoring status, risk, and timeline adherence across the team
- Maintain the team's technical excellence in EDI standards (including HIPAA 834), API integrations, and benefit administration platforms
- Review and validate EDI data mappings, file specifications, and testing plans ahead of deployment
- Step directly into at-risk implementations to unblock issues and drive them to completion
- Establish and report on delivery metrics, including go-live timeliness, project cycle time, and implementation quality
- Make prioritization and sequencing decisions when client, carrier, and internal timelines compete
Client Experience & Escalation Management- Serve as the primary escalation point for complex or high-impact implementation issues
- Lead investigations into data, file, and integration problems, driving resolution with urgency and accountability
- Ensure a consistent, high-quality client experience across every implementation
- Act as a trusted advisor to clients, reinforcing confidence in Self Bill Pro throughout onboarding
External Stakeholder & Partner Liaison- Serve as a key external-facing partner to clients, brokers, insurance carriers, and benefit administration vendors
- Build and maintain strong relationships with carrier and platform contacts tied to active implementations
- Support new and existing partnerships, including coordination on connectivity, file setup, and data exchange processes
- Act as the central point of alignment when an implementation issue spans multiple external parties
Operational Excellence & Process Improvement- Establish and refine implementation workflows, standards, templates, and best practices
- Own the process design, automation, and tooling roadmap for implementations in partnership with the Director of Operations
- Identify recurring implementation issues and root causes, and implement solutions that reduce rework
- Ensure implementation processes meet HIPAA and carrier and vendor data handling requirements
- Partner with Client Services, Product, and Operations to improve handoffs across the client lifecycle
- Ensure documentation, playbooks, and training materials are maintained and scalable as the team grows
- Drive consistent adoption and effective use of Notion and data mapping tools across the team
Cross-Functional Collaboration- Partner closely with Client Services, Data Operations, Product, Engineering, and Sales teams to ensure a seamless client experience from sale through steady state
- Provide insight from implementation work to inform product improvements and operational strategy
- Support Sales with scoping and feasibility input on prospective client requirements
- Align internal teams around implementation priorities, timelines, and expectations
Required Qualifications- 8+ years managing a portfolio of concurrent client-facing projects with both internal and external stakeholders
- 8+ years in a client-facing role, with demonstrated experience independently owning difficult client conversations and resolving escalated issues
- 6+ years of experience directly managing or leading a team, including hiring, performance management, and development
- Experience in employee benefits, insurance operations, or billing processes
- Proven ability to coach and develop team members in a fast-paced environment
- Strong analytical abilities, including comfort analyzing and manipulating data in Microsoft Excel
- Exceptional communication and interpersonal skills, with the ability to translate complex technical concepts for non-technical stakeholders
- Strong organizational and problem-solving skills with a proactive, ownership mindset
- Ability to balance strategic leadership and hands-on execution
Preferred Qualifications- 5+ years of hands-on EDI and/or API implementation and support experience, preferably within the benefits administration industry, including HIPAA 834 transactions
- Working knowledge of fixed-width file formats and the LDEx XML file format
- Familiarity with common benefit administration platforms (e.g., ADP Workforce Now, Workday, bswift) and insurance carrier systems
- Experience with data mapping and transformation tools
- Experience building or scaling an implementation function in a startup or high-growth environment
- Bachelor's Degree
