Responsibilities
- Build and scale a high performing org. Directly manage and mentor a team of Implementation Specialists and leads; drive team execution and professional growth.
- Apply systems thinking to evolve our 'implementation machine,' turning manual processes into scalable, repeatable operations that support rapid company growth.
- Partner closely with Network Sales to manage post-sales operations, ensuring a seamless transition for new large medical group onboardings.
- Act as the primary bridge between Network Growth, Product, and Provider Success Performance teams. You will influence the Sales pipeline by defining operational feasibility and partner with Product to ensure the 'voice of the provider' is translated into features that automate manual implementation hurdles.
- Serve as the chief designer for our implementation playbooks. You will identify where our current workflows are 'leaky' and design the V2 strategies that ensure medical groups adopt the Stellar platform as a core part of their daily clinical operations.
- Anticipate downstream operational risks in the onboarding pipeline and implement preemptive solutions before they impact client satisfaction.
- Lead the resolution for high-priority client escalations at the CEO and Director level. You excel at taking a 'stalled' implementation and using your executive presence to unblock the relationship, ensuring the provider sees the long-term value of the Stellar platform.
- Define and track department-level KPIs (e.g., time-to-onboarding, user activation) to measure progress and report impact to senior leadership. Own the narrative of the implementation lifecycle. You will identify gaps in our current data infrastructure and build the systems necessary to track implementation performance -using these insights to tell a story to leadership about where we should invest resources next.
Requirements
- You are a systems thinker - You don’t just see individual tasks; you see the gears that move the whole department. You get a genuine sense of satisfaction from taking a manual, 'bespoke' process and turning it into a streamlined, repeatable machine that doesn't break under pressure.
- You are a workflow evangelist - You understand that in healthcare, the process is the product. You love the puzzle of aligning clinical reality with technical requirements, and you take pride in building workflows that feel seamless to a busy practice staff.
- You love the challenge of figuring out why a practice is struggling and finding the clinical or operational lever that makes the lightbulb go off for them.
- You’re a 'Player-Coach' - While you are a senior leader, you also love getting into the weeds with your team to help them solve a complex escalation. You also have the range to zoom out and present a 12-month strategy to our executive team.
- You treat data as a strategic lever - You don’t just look at dashboards to see 'what happened' - you use data to tell a story about what’s next. You’re someone who enjoys finding the signal in the noise and using those insights to influence other departments, advocate for your team’s priorities, and prove that our implementation strategy is actually moving the needle on provider performance.
- You’re someone who enjoys finding the signal in the noise and using those insights to influence other departments, advocate for your team’s priorities, and prove that our implementation strategy is actually moving the needle on provider performance.
- You’re a community builder - You understand that in a hybrid environment, culture requires intentionality. You naturally build community, celebrate wins, and bring an infectious energy that keeps the team motivated through the scaling journey.
Nice to Have
- VBC Exposure: You have a working knowledge of Value-Based Care models (e.g., ACOs, MSSP, Medicare Advantage). You don’t need to be a policy expert, but you understand how HEDIS scores and gap-closure impact a provider’s bottom line.
- Systems Architecture: You have experience with the admin side of tools like Salesforce, Django, Tableau/Looker. You’ve personally helped design dashboards or workflows that help an implementation team stay organized.
Work Arrangement
Hybrid
Team
Structure: Implementation specialists and leads
Additional Information
- Medical, Dental and Vision Benefits
- Flexible PTO
- Universal Paid Family and Caregiver Leave
- Wellhub+ Gym Memberships
- Pre-tax commuter benefits
- HA, FSA plans
- Company sponsored One Medical memberships and Citibike memberships
- Medical Travel Benefits
- JOON, a flexible lifestyle spending account that gives our team a monthly stipend to spend on what matters most to them
- Stock Options & a 401k matching program
- A broad calendar of company sponsored social events that for our in-office and remote employees
- Company sponsored lunch for all NY HQ employees
