Director of Implementation

*This position is located in our New York City HQ and requires a hybrid work schedule

Our mission: Healthie powers virtual-first care delivery while improving access to healthcare and enabling better healthcare outcomes through technology.

We build infrastructure that all healthcare organizations need to perform virtual-first care. Between our EHR, scheduling, and patient engagement solutions, Healthie’s API-first approach makes it easy for organizations of every size to build, customize, and scale their business.

Today, we power thousands of organizations – ranging from small private practices, to digital health startups and multi-billion-dollar healthcare companies. Leveraging Healthie, our customers deliver care to millions of patients, across the full spectrum of healthcare services – from preventative health & wellness to complex chronic care management. 

We believe that the future of healthcare delivery is virtual-first, longitudinal, and collaborative. Learn more at https://www.gethealthie.com/

Healthie is seeking a Director of Implementation to lead the end-to-end onboarding of enterprise customers in the digital health space. This role will oversee the full implementation process, from post-sales handoff to Go Live, ensuring a smooth transition to Customer Success. As the leader of the implementation team, the Director will be responsible for delivering scalable, high-quality project management while collaborating cross-functionally with Sales, Product, and Customer Success teams to drive customer satisfaction. Directors at Healthie are action-oriented, no-ego, strong communicators who genuinely care about Healthie’s mission, our customers, and our team. We can’t wait to meet you!

What you’ll be doing and held accountable for:

• Design Healthie’s Implementation Program
• Define and manage the end-to-end Implementation Experience for onboarding Enterprise customers, ensuring alignment with company goals and customer needs.
• Continuously improve implementation frameworks, introducing new or improving existing tools and practices to enhance efficiency and scalability.
• Execute Healthie’s Implementation Program
• Oversee all aspects of onboarding, including project planning, timeline management, risk mitigation, and issue resolution.
• Serve as the escalation point for customer challenges during implementation and develop action plans to address them.
• Collaborate closely with Product and Engineering teams to manage technical integrations and platform customizations.
• Ensure Implementations are completed on schedule and while maintaining an amazing customer experience.
• Build a Team, Work with Others, and Measure Success
• Lead and mentor a high-performing implementation team, developing processes to ensure successful and timely customer Go Live.
• Work with the Sales team during post-sales handoff to ensure customer expectations are properly scoped and communicated.
• Ensure a seamless transition of accounts to Customer Success teams upon Go Live, with detailed documentation and handoff processes.
• Own KPIs like time to Go Live and implementation NPS

Requirements:

• You have a track record of success: 8+ years of experience in implementation, onboarding, or project management, preferably in the healthcare, SaaS, or digital health industries.
• You have built high-performing Implementation teams: Proven track record leading implementation teams for enterprise-level customers with complex needs and technical integrations.
• You thrive creating structure: Strong project management skills, with experience using tools like Asana, Jira, or Smartsheet.
• You build and execute on roadmaps: You know how to organize input from stakeholders to determine business objectives, and you can translate them to value-added system requirements and technology roadmaps.
• Strong interpersonal and leadership skills: You care about people - your colleagues, our customers, and everyone around you. People want to work for and with you. You lead with influence, not authority.
• Exceptional communication skills, both written & verbal.
• Grit: You have a bias towards execution. You maniacally focus on getting the job done, and nothing slows you down. 
• Mission driven: You have a passion for healthcare and want to work at a place that cares deeply about helping to improve patient outcomes and experiences.
• Embody Good Citizen Principles: You incorporate Healthie’s values (Respect, Reliability, Resilience) in your work.

Why you’ll love working at Healthie:

• High caliber team: make an impact on something that truly helps people alongside an incredible, high performing team
• Respectful culture: Egos get checked at the door! We take immense pride in self awareness and teamwork
• Big mission: we're expanding access to healthcare and enabling better outcomes through technology
• Big market and big upside in sales: Our product has strong product-market fit in a huge market with strong demand
• The challenge: make a big impact by joining a fast-growing team in its early stages of scaling
• We care about diversity: diversity allows us to build an excellent patient experience. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

In addition to finding people who are truly excellent at what they do, we take our core values at Healthie seriously:

Respect: "Make improvements, not excuses. Seek respect, not attention." We approach our work with a quiet-ego, open-mindedness, and gratitude. We collaborate with kindness and are respectful toward each other and the work we contribute. We embrace diversity of thought as an advantage and create space for differing perspectives and methods. We recognize that no one person is more important than another, no task is beneath us, and each person’s work is valuable to our success.

Resilience: “When the going gets tough, the tough gets going." No matter the challenges or setbacks we face, we find a way to push forward with grit and determination to reach our goals. Together, we are unified in our mission and know no bounds.

Reliability: "With great power comes great responsibility." Healthie builds business-critical, healthcare-critical software, and we take great care to both safeguard client information and ensure that our platform and team are able to handle anything that comes our way. We show up for our team, our customers, and our product with reliability. We say what we mean, and we do what we say.

Logistics

Location: New York, NY / Hybrid

This is a full-time position.

U.S. work authorization is required, Healthie does not provide sponsorship.

The base salary for this role is $140,000 to $170,000 per year + annual company bonus and benefits

The target salary range for this position is part of a competitive total rewards package. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

An overview of Compensation, Equity, & Benefits Provided by Heathie

We believe in supporting the personal and professional success of our team members, and offer a three-part package to our employees. Note: We will continue to improve on these benefits, so the below list is always subject to change.

Part 1: Compensation and Rewards:

• Base Salary: A competitive salary in line with your experience & industry standards. Our People & Finance teams benchmark all salaries using Pave. Pave provides real-time data and compensation management workflows that enable us to make fair and defensible compensation decisions.
• Stock options: In addition to competitive and benchmarked salary, Healthie offers equity with a traditional 4 year vesting schedule, and a one year cliff.
• Company-wide, performance bonus: We offer employees an annual company-performance basis according to our revenue goals. If Healthie succeeds, you succeed. 
• Retirement Planning: Employer sponsored 401(k) match of up to 4% 
• Commuter Benefits: Use pre-tax dollars that are deducted directly from your paycheck, so you can get to work with a little less effort.

Part 2: Health and Wellness for you and your family: 

• Medical, Dental, Vision: benefits start on the first day of the month following your start date. Healthie provides $520./ per month stipend toward your healthcare premiums which fully covers most plan options for the employee and part of the dependents premium. HSA and FSA plans available.
• One Medical: You and your dependents also receive an individual One Medical account which is valued at $199/year per user (available in select locations)
• Nutritional Care: Access to Nutritional Coaching through one of our nutritional care partners
• Mental Healthcare: Access to Talkspace for Mental Healthcare with Aetna Medical enrollment, 1 year membership + 1 live video visit/month and unlimited messaging.
• Virtual Care: Access to Teladoc for 24/7 virtual care. Membership is free, regular copays apply.
• Sick Days and Medical Leave: Take the time you need to recover when you’re sick. Healthie provides 7 days paid medical leave if you’ll be away from work due to illness or injury for more than 7 consecutive work days.
• Fitness Perk: Monthly Fitness Stipend, $40 per month towards gym memberships, fitness classes, massage, etc.
• Parental Leave: 16 weeks of paid parental leave
• Fertility Care: Access to fertility care support through Kindbody, 20% of all services, regular copays apply.
• Additional Coverage: Life and disability coverages
• • Employer-Paid Life and AD&D: Basic life Insurance so you and your loved ones are covered in case something happens.
  • Employer-Paid Short Term Disability Insurance: If you’re disabled from illness or injury for a short period of time, this policy will make sure you’re financially covered up to $1000/week, so you can focus on getting better.
  • Supplemental Life Insurance: Offered to everyone on Justworks, this insurance policy gives you extra peace of mind, including automatic deduction

Part 3: A world-class culture you can thrive in:

• Flexible work environment: 70% of Healthie team members work fully remote and 30% work in a hybrid model from our New York City (Midtown) office
• Values-driven culture: No ego policy in line with our Core Values: Respect, Resilience, & Reliability
• Computer: A MacBook is issued to all full-time hires
• Learning & Development: Up to $400 each year
• Co-working Membership: Up to $300 per month 
• Home Office Stipend: Up to $500 every other year
• Open Vacation Policy: flexible paid time off in addition to 12 paid holidays throughout the year

Interview Process

Resume Review

• Round 1: Preliminary Interview- 15 minutes (Director of Talent)
• Round 2: HM Interview- 30 minutes (COO)
• Round 3: Group Presentation Interview- 45 minutes (Director of Customer Success, COO, CSM)
• Round 4: Executive Interview- 20 minutes (CEO)

Reference Check

Healthie participates in E-Verify.

Recently Healthie has received reports of scams by fake recruiters pretending to be representatives of healthcare companies. Note that all communication from Healthie will come from the gethealthie.com domain (e.g., [email protected] or a specific individual), or from our recruiting platform (@greenhouse.io). If you receive a message that looks like it came from us but seems fake, please forward it to us at [email protected]