Client Implementation Manager, Navigation

About the Role

The Implementation Manager is responsible for leading end-to-end client implementations across PBM and/or Navigation service lines. This role owns the full lifecycle from kickoff to successful transition into ongoing client success, driving timelines, coordinating cross-functional teams, managing client expectations, and ensuring every implementation is executed with precision and care.

As an Implementation Manager, you are often the first real experience a client has with the services. This entails arriving prepared, engaging in proactive communication, and addressing risks before clients become aware of them. You will collaborate closely with Client Success, Navigation Operations, Service Delivery, Data Engineering, Data Operations, and other internal teams to ensure that every client launch proceeds seamlessly, even if challenges arise.

What You'll Do

Project Planning and Execution

• Own end-to-end project management for multiple concurrent client implementations across PBM and/or Navigation service lines.
• Develop and maintain detailed project plans, milestone-tracking, and change-control procedures.
• Facilitate kickoff meetings, regular status calls, and cross-functional coordination to keep implementations on schedule.
• Manage the transition from implementation state to steady-state client success with thorough handoff documentation.

Client and Stakeholder Management

• Serve as the primary point of contact for clients throughout the implementation phase.
• Set and manage client expectations with clear, proactive communication on project status, risks, and next steps.
• Provide Commercial and Client Success teams with implementation support, including direct coordination with client contacts and third-party vendors.
• Provide ongoing internal stakeholder support as the subject matter expert for implementation.
• Conduct post-implementation reviews and lessons-learned sessions to drive continuous improvement.

Risk Management and Problem Solving

• Proactively identify implementation risks and develop mitigation strategies.
• Monitor project progress across workstreams and make real-time adjustments to keep timelines intact.
• Escalate and report critical milestones, blockers, and client satisfaction indicators to leadership.

Documentation and Reporting

• Document business requirements, project plans, and implementation decisions with a high standard of accuracy.
• Prepare and present clear status reports and performance updates for internal leadership.
• Ensure all implementation artifacts are maintained for compliance, audit, and future reference.

Technical Proficiency

• Set up data integrations with benefit administrators, TPAs, EPOs, carriers, and more.
• Work closely with the data and engineering team to improve systems and processes used during the implementation process.
• Provide ongoing internal and external technical support on implementations in-flight and provide historical support as needed.

AI-Enabled Workflows

• Actively incorporate AI tools into daily workflow, from project documentation and status reporting to client communication drafting and data summarization.
• Contribute to evolving approaches to AI adoption in implementation workflows and share learnings and best practices.
• Leverage AI-assisted tools to synthesize complex implementation data, accelerate documentation tasks, and surface risks earlier in the project lifecycle.

Who You Are

• Bachelor's degree in Business Administration, Healthcare Management, Information Technology, or a related field (or equivalent experience).
• 2-5 years of project management experience, preferably in healthcare navigation or healthcare IT implementation.
• Strong understanding of PBM and/or healthcare navigation industry practices, workflows, and regulatory considerations.
• Experience working with HR/Benefit Departments, brokers/consultants, TPAs, PEOs, and healthcare carriers.
• Strong analytical and problem-solving skills with sharp attention to detail.
• Demonstrated ability to manage multiple complex projects simultaneously in a fast-paced environment.
• Excellent communication skills, written and verbal.
• Proficiency in project management tools such as Smartsheet, Monday.com, Microsoft Project, Jira, Salesforce, or similar platforms.
• Technical proficiency in setting up data feeds and Excel experience is a plus.
• Familiarity with AI productivity tools and demonstrated interest in incorporating them into operational workflows.

Compensation

$100,000-125,000 annually, in addition to bonus and equity. Compensation offered will be determined by geographic location, experience, and qualifications.