Implementation Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Guide, mentor, and cultivate a team of Implementation Managers.

• Conduct regular one-on-one meetings, offer constructive feedback, and facilitate career advancement and technical skill enhancement.

• Oversee team capacity, project assignments, and distribute workloads across simultaneous implementations.

• Manage onboarding and training for new Implementation Managers, covering EDI, file formats, and platform familiarization.

• Establish performance benchmarks and ensure the team meets delivery schedules and quality expectations.

• Maintain oversight on ongoing implementations, tracking status, risks, and adherence to timelines.

• Uphold technical excellence in EDI standards, including HIPAA 834, API integrations, and benefits administration platforms.

• Review and validate EDI data mappings, file specifications, and testing plans prior to deployment.

• Intervene in at-risk implementations to resolve issues and facilitate completion.

• Develop and present delivery metrics, such as go-live timeliness, project cycle duration, and implementation quality.

• Make prioritization and sequencing decisions when client, carrier, and internal timelines intersect.

• Act as the primary escalation point for complex or high-impact implementation challenges.

• Lead investigations into data, file, and integration issues and drive towards resolution.

• Ensure a consistent and high-quality client experience during the implementation process.

• Serve as a trusted advisor to clients throughout the onboarding phase.

• Interface with clients, brokers, insurance carriers, and benefit administration vendors.

• Coordinate processes for connectivity, file setup, and data exchange.

• Establish and enhance implementation workflows, standards, templates, and best practices.

• Collaborate with the Director of Operations on process design, automation, and tooling roadmaps for implementations.

• Identify recurring issues and root causes, implementing solutions to minimize rework.

• Ensure compliance with HIPAA and data handling requirements from carriers and vendors.

• Partner with Client Services, Product, and Operations teams to enhance lifecycle handoffs.

• Maintain scalable documentation, playbooks, and training resources.

• Drive the effective use of Notion and data mapping tools.

• Collaborate with Client Services, Data Operations, Product, Engineering, and Sales teams.

• Provide insights from implementations for product enhancements and operational strategy.

• Assist Sales with scoping and feasibility assessments.

• Align internal teams on implementation priorities, timelines, and expectations.

• Report directly to the Director of Operations.

⛳️ Requirements

• 8+ years of experience managing a portfolio of concurrent client-facing projects involving both internal and external stakeholders.

• 8+ years in a client-facing capacity, demonstrating the ability to independently handle challenging client discussions and resolve escalated issues.

• 6+ years of experience in directly managing or leading a team, encompassing hiring, performance management, and professional development.

• Background in employee benefits, insurance operations, or billing processes.

• Proven track record of coaching and developing team members in a fast-paced environment.

• Strong analytical skills, including proficiency in analyzing and manipulating data using Microsoft Excel.

• Exceptional communication and interpersonal abilities, capable of translating complex technical concepts for non-technical stakeholders.

• Strong organizational and problem-solving skills, complemented by a proactive and ownership-oriented mindset.

• Ability to balance strategic leadership with hands-on execution.

• 5+ years of practical experience in EDI and/or API implementation and support, ideally within the benefits administration sector, including HIPAA 834 transactions.

• Familiarity with fixed-width file formats and the LDEx XML file format.

• Knowledge of common benefit administration platforms (e.g., ADP Workforce Now, Workday, bswift) and insurance carrier systems.

• Experience with data mapping and transformation tools.

• Experience in building or scaling an implementation function in a startup or high-growth setting.

• Bachelor’s Degree.

• Legally authorized to work in the United States.

• Capability to address required employment visa sponsorship inquiries.

🏝️ Benefits

• Collaborative and ambitious team environment.

• Opportunity to modernize outdated processes through innovative, scalable technology.

• Chance to make a significant impact in the employee benefits landscape.