Director of Implementation, Enterprise and Commercial

🏢 Summary: Customer Success Manager role focused on managing the post-sale customer lifecycle in a regulated healthcare and pharmacy environment, driving adoption, retention, operational excellence, and customer satisfaction through AI-driven analytics and cross-functional collaboration. The position emphasizes customer enablement, risk management, workflow optimization, and data-driven decision-making using CRM and business intelligence tools. Candidates should have experience in customer success or healthcare operations and strong proficiency with Salesforce, analytics platforms, and AI-enabled technologies. 🗂️ Requirements: 2–5 years in Customer Success, healthcare operations, patient services, specialty pharmacy, or regulated enterprise support, Bachelor's degree in healthcare administration, life sciences, nursing, public health, operations, health informatics, supply chain, or equivalent experience, Proficiency with Salesforce CRM, Experience with customer success platforms, Strong Excel skills, Experience with Tableau or Power BI, Strong analytical and communication skills, HIPAA training required on hire and annually, Ability to manage onboarding, retention, enablement, and customer lifecycle activities, Experience working in regulated environments 📃 Skills: Salesforce, Excel, Tableau, PowerBI, Gainsight, CRM, Analytics, Automation, AI, HIPAA, QBRs, EBRs, USP797, USP800, SixSigma 🏢 Description: POSITION SUMMARY The Customer Success Manager drives measurable customer outcomes by owning the complete post-sale lifecycle across assigned 503A and 503B customer portfolios, ensuring adoption, retention, satisfaction, and renewal readiness while advancing strategic growth objectives. This role orchestrates cross-functional execution, translates customer insights into scalable improvements, and proactively mitigates operational risk within a highly regulated, hyper-growth environment. Leveraging AI as a force multiplier, the role accelerates decision-making, prioritization, predictive risk identification, customer engagement, and operational quality through data-driven intelligence and automation. RESPONSIBILITIES Customer Lifecycle Management • Lifecycle Ownership: Serve as the single accountable owner for assigned customer relationships throughout the post-sale lifecycle, leading onboarding, adoption, enablement, customer health monitoring, retention activities, and renewal readiness. Leverage AI-powered customer insights, predictive health scoring, and workflow automation to proactively identify risks, personalize engagement strategies, improve decision-making, and consistently deliver exceptional customer outcomes aligned with quality, compliance, and growth objectives. • Success Planning: Develop, execute, and continuously refine customer success plans that align customer goals with therapies, services, and operational capabilities. Utilize AI-enabled analytics to prioritize opportunities, monitor adoption milestones, identify emerging risks, and recommend data-driven interventions that improve utilization, strengthen customer confidence, accelerate value realization, and support long-term retention within a highly regulated 503A and 503B environment. • Relationship Excellence: Build trusted relationships through proactive communication, consultative guidance, and responsive customer engagement that strengthens satisfaction and loyalty. Apply AI-assisted sentiment analysis, communication recommendations, and customer intelligence to anticipate evolving needs, resolve concerns efficiently, capture meaningful feedback, and reinforce commitment to service excellence, innovation, and patient-focused outcomes. Customer Enablement and Operational Excellence • Customer Enablement: Lead onboarding, education, and ongoing customer coaching to ensure safe, compliant, and effective use of therapies, products, and workflows. Utilize AI-supported learning recommendations, knowledge resources, and personalized enablement strategies to accelerate customer proficiency, improve operational consistency, increase independence, and maximize long-term customer success while maintaining regulatory compliance. • Operational Coordination: Collaborate closely with Customer Service, Pharmacy Operations, Manufacturing, Fulfillment, Quality, Medical Affairs, Product Management, and Commercial teams to resolve customer challenges and improve service delivery. Leverage AI-enabled workflow visibility, intelligent case prioritization, and cross-functional insights to accelerate issue resolution, improve communication, reduce recurring problems, and enhance the overall customer experience. • Performance Monitoring: Monitor customer adoption, utilization, engagement, adherence, and operational performance using CRM, business intelligence, and AI-powered analytics tools. Translate performance trends into actionable recommendations, coordinate timely interventions, maintain accurate customer documentation, and ensure reliable reporting that supports informed decision-making, operational excellence, and scalable customer success execution. Business Insights and Continuous Improvement • Insight Generation: Capture customer feedback, operational observations, and engagement trends to identify opportunities that improve products, services, processes, and customer experiences. Utilize AI-driven analytics, pattern recognition, and predictive insights to transform customer intelligence into meaningful recommendations that support innovation, operational improvements, and organizational decision-making. • Risk Management: Continuously evaluate customer health indicators, engagement patterns, operational performance, and compliance considerations to proactively identify and mitigate risks before they impact customer outcomes. Apply AI-powered predictive monitoring and root-cause analysis to prioritize corrective actions, coordinate escalations, strengthen business continuity, and maintain customer confidence within a highly regulated operating environment. • Continuous Improvement: Contribute to scalable operational excellence by documenting best practices, improving customer success playbooks, standardizing workflows, and supporting organizational learning initiatives. Leverage AI-assisted process optimization, workflow automation, and knowledge management to improve execution quality, increase efficiency, enhance customer satisfaction, and enable sustainable growth. KNOWLEDGE AND SKILLS • Demonstrated expertise with Salesforce CRM, Customer Success platforms, Microsoft Excel, Tableau or Power BI, AI-enabled analytics, workflow automation, and customer intelligence technologies. • Strong knowledge of customer lifecycle management, onboarding, enablement, customer health scoring, retention strategies, renewal readiness, risk management, and continuous improvement methodologies. • Exceptional communication, executive relationship management, strategic planning, problem-solving, collaboration, coaching, facilitation, and cross-functional leadership skills. • Proven ability to leverage artificial intelligence, predictive analytics, automation technologies, and data-driven decision-making to improve operational efficiency and customer satisfaction. EXPERIENCE AND QUALIFICATIONS • 2–5 years in Customer Success, healthcare operations, patient services, specialty pharmacy, or regulated enterprise support roles. • Bachelor's degree in healthcare administration, life sciences, nursing, public health, operations, health informatics, supply chain, or equivalent experience. • Proficiency with CRM (Salesforce), customer success platforms and BI tools (Tableau/Power BI); strong Excel. • Experience using analytics, risk models, or AI-driven tools preferred. • Proven coaching, training, and enablement abilities; strong analytical and communication skills. • Proactive, ownership-driven, outcome-focused mindset. • Experience in specialty pharmacy, compounding (503A/503B), healthcare SaaS, regulated environments, patient adherence programs, or institutional workflows is preferred. • Familiarity with QBRs/EBRs and Customer Success platforms (e.g., Gainsight) is desirable. • Formal training or working knowledge of USP<797>/<800> or other compounding standards is desirable. • HIPAA training required on hire and annually. • Preferred certifications: Certified Customer Success Manager (CCSM), Lean/Six Sigma. EMPLOYEE BENEFITS, HEALTH AND WELLNESS Comprehensive benefits include medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. PHYSICAL REQUIREMENTS The employee is required to communicate effectively, remain stationary for extended periods, use office productivity devices, move around the office and corporate campus, and regularly stand, walk, reach, climb, balance, stoop, kneel, crouch, or crawl.

🏢 Summary: Leadership role to build and scale a 0→1 ML/AI platform enabling large-scale model training and inference across the organization. The position drives technical vision, roadmap, and organizational structure while overseeing multiple teams and managers. It covers the full AI lifecycle, from training and serving to deployment and monitoring, using open-source tooling. 🗂️ Requirements: Experience building 0→1 ML/AI platforms, Hands-on experience with open-source ML infrastructure (e.g., Ray, AnyScale), Strong technical background in large-scale training and inference systems, Experience managing managers and leading multiple engineering teams, Proven record of delivering production-grade AI systems, Experience defining technical vision and roadmap for AI platforms, Experience supporting full AI lifecycle: training, serving, deployment, monitoring 📃 Skills: Python, Ray, AnyScale, ML, AI, OpenSource, Training, Inference, Deployment, Monitoring, Infrastructure, Platforms 🏢 Description: The AI platform is responsible for all AI infrastructure across Datadog. Our mission is to provide tools and platforms that enable data scientists and engineers to conduct large-scale training and inference with ease. We support products such as Bits AI, LLMObs and all our AI research. You’ll join a new and fast growing team that is critical to the future of Datadog. You will support building and scaling the team, help define our technical vision and help shape the roadmap. You will manage other managers and help define the future structure of our organization, participating in the recruitment of the future managers and ICs of the department. You’ll work closely with partner teams in the AI platform organization ensuring a seamless AI development cycle. You’ll also partner with the Applied AI org, product engineering teams, and Datadog infrastructure & tooling teams to build out systems from the ground up. At Datadog, we place value in our office culture - the relationships that it builds, the creativity it brings to the table, and the collaboration of being together. We operate as a hybrid workplace to ensure our employees can create a work-life harmony that best fits them. What You’ll Do: Lead a fast-growing organization around 20 people across 2 teams soon to be 3. You will define the roadmap for your scope and work with ICs and managers to establish the technical direction Collaborate with the engineering team and product manager to define the future of the roadmap Create a strong organizational culture centered around our engineering standards and customer- focused approach Support the whole lifecycle of AI development, including model training, serving, deployment and monitoring Who You Are: You’ve led teams that have built 0 to 1 ML/AI Platforms, with an emphasis on Open Source Tooling (i.e. Ray / AnyScale), versus pure out-of-the-box solutions. An experienced engineer and team player with strong technical skills to influence the technical direction of your teams A people leader with strong interpersonal skills, who has built and led high-performing software engineering teams, including managing managers Interested in working on an early stage project with many challenges to solve and a fast iteration cycle. You bring a strong bias for delivery and make impact through ambiguity. You have a track record of delivering high-quality software on schedule and collaborating closely with product partners. Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply. Benefits and Growth: New hire stock equity (RSUs) and employee stock purchase plan (ESPP) Continuous professional development, product training, and career pathing Intradepartmental mentor and buddy program for in-house networking An inclusive company culture, ability to join our Community Guilds (Datadog employee resource groups) Access to Inclusion Talks, our Internal panel discussions Free, global mental health benefits for employees and dependents age 6+ Competitive global benefits Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog. #LI-HybridDatadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.The reasonably estimated yearly salary for this role at Datadog is:$234,000—$300,000 USD About Datadog: Datadog (NASDAQ: DDOG) is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers’ entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center. Equal Opportunity at Datadog: Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference. Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications. Privacy and AI Guidelines: Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.

🏢 Summary: Staff Technical Program Manager role focused on leading complex IT and AI-driven transformation programs in a regulated healthcare environment. The position oversees strategic execution, cross-functional coordination, risk management, and technology initiatives to improve operational efficiency and compliance. Candidates should have extensive technical program management experience and expertise in integrating AI into project delivery and decision-making. 🗂️ Requirements: Bachelor's degree in Information Technology, Computer Science, or related field, Minimum 10 years of technical program management experience, Experience integrating AI into project management processes, Proficiency in project management methodologies, Experience leading complex technology programs, Strong stakeholder management skills, Ability to work in regulated environments, Strategic planning and risk management expertise 📃 Skills: AI, IT, ProjectManagement, Forecasting, Analytics, Automation, Governance, Reporting, Architecture, Compliance, Dashboards, ComputerScience 🏢 Description: POSITION SUMMARY As a Staff Technical Program Manager, you will drive business transformation through strategic project management, ensuring the alignment of IT initiatives with hyper-growth goals. You will harness AI capabilities to accelerate project delivery, enhance quality, and enable data-driven decision-making. The role involves end-to-end ownership of projects within a regulated 503A/503B environment, requiring strategic thinking and execution rigor while leading cross-functional teams. RESPONSIBILITIES Program Leadership - Strategic Execution: Lead complex technology programs from planning through delivery, aligning objectives, dependencies, resources, and outcomes with business priorities. Apply AI-enabled forecasting, prioritization, and workflow automation to improve delivery speed, quality, transparency, and decision making. - Stakeholder Alignment: Build partnerships across business, technology, quality, and operations functions to drive informed decisions and shared accountability. Use AI-generated insights, performance indicators, and scenario analysis to communicate risks and opportunities. - Roadmap Governance: Coordinate multi-track initiatives, external dependencies, vendors, and cross-functional teams to deliver strategic outcomes. Establish governance mechanisms and AI-supported reporting to improve visibility and maintain alignment between objectives and compliance obligations. Technology Strategy - Innovation Enablement: Identify emerging technologies and scalable solutions that improve operational performance and business growth. Use AI-driven analysis to evaluate opportunities and support adoption strategies. - Technical Partnership: Contribute to architecture, design, and implementation discussions by translating business requirements into technical direction. Apply AI-enhanced analytics and knowledge tools to improve delivery outcomes. - Resource Optimization: Maximize program effectiveness through planning, capacity management, and data-informed allocation strategies. Utilize AI-powered forecasting and productivity insights to optimize resources and maintain high-quality deliverables. Risk and Performance Management - Risk Mitigation: Establish proactive risk management practices using AI-enabled monitoring, predictive analytics, and trend detection to support regulatory readiness and maintain program momentum. - Performance Analytics: Define success metrics and monitor program health through AI-enhanced dashboards, reporting, and performance reviews. - Continuous Improvement: Promote operational excellence and continuous learning by applying AI-supported process analysis to improve workflows and collaboration. KNOWLEDGE AND SKILLS - Proficient in project management methodologies and AI integration. - Strong leadership and strategic thinking abilities. - Exceptional communication and stakeholder management skills. EXPERIENCE AND QUALIFICATIONS - Bachelor's degree in Information Technology, Computer Science, or related field. Master's degree preferred. - Minimum of 10 years of experience in technical program management with successful project delivery. - Experience integrating AI into project management processes. Key Competencies: - Customer Focus - Strategic AI - Optimizes Work Processes - Collaborates - Resourcefulness - Manages Complexity - Ensures Accountability - Situational Adaptability - Communicates Effectively Values: - People: Empowering people defines who we are. - Quality: Excellence in every product, every time. - Service: Serving others is our highest purpose. - Innovation: Advancing care through technology and discovery. Employee Benefits, Health and Wellness: - Medical, dental, and vision coverage - Paid time off - 401(k) matching - Wellness perks - IV therapy - Compounded medications Physical Requirements: The employee is required to communicate effectively, remain stationary for extended periods, frequently use computers and office productivity devices, move throughout the office and corporate campus, and perform physical activities such as standing, walking, reaching, balancing, stooping, kneeling, crouching, or crawling.

🏢 Summary: Senior Software Engineer role focused on building scalable backend systems for pharmacy operations, manufacturing, logistics, and regulatory compliance in a highly regulated environment. The position involves distributed systems architecture, enterprise integrations, performance optimization, and mentoring engineers while leveraging AI-assisted development and observability tools. Candidates will work with modern backend and frontend technologies to deliver reliable, high-throughput platforms at scale. 🗂️ Requirements: 5+ years software engineering experience, Experience delivering production-grade backend systems, Expertise in distributed systems and microservices architecture, Strong proficiency in Java, Strong proficiency in Springboot, Strong proficiency in React, Strong proficiency in Next.js, Strong proficiency in TypeScript, Experience with GraphQL or Node.js, Experience with performance optimization and observability, Experience in regulated industries with compliance-aware system design, Bachelor's degree in Computer Science, Software Engineering, or related field 📃 Skills: Java, Springboot, Python, C#, React, Next.js, Tailwind, TypeScript, GraphQL, Node.js, Microservices, CI/CD, AI, APIs, Observability, Logging, Tracing 🏢 Description: Position Summary The Senior Software Engineer delivers meaningful business impact by designing and building scalable backend systems that power pharmacy operations, manufacturing, logistics, and regulatory compliance across Empower's 503A/503B environment. Contributing to system design and technical direction within their domain, this role helps shape how mission-critical platforms grow and mature at scale. AI serves as a force multiplier—accelerating engineering velocity, elevating system observability, and enabling data-driven decision-making across the platform. This role demands strong technical depth: engineers who pair solid execution with sound design judgment, who thrive in ambiguous environments, and who consistently raise the quality bar within their team. Responsibilities Architecture and Enterprise Integration - Systems Ownership: Design and implement backend systems within pharmacy operations, manufacturing, and logistics domains; use AI-assisted tools to model dependencies, assess load, and validate design decisions before committing engineering resources. - Governance Standards: Apply and contribute to architectural standards governing how services communicate and evolve; participate in design reviews to reduce systemic risk in Empower's highly regulated 503A/503B environment. - Platform Interoperability: Implement and maintain integrations across internal services and external regulatory systems using canonical data contracts and API versioning protocols; leverage AI tooling to detect integration drift and accelerate service onboarding. System Performance and Reliability - Scale Engineering: Build high-throughput, low-latency backend systems for large-scale pharmacy and logistics workloads; apply AI-augmented capacity planning to maintain performance under peak demand without over-provisioning infrastructure. - Resilience Architecture: Implement fault-tolerant systems with observability layers—distributed tracing, structured logging, and anomaly detection—that surface degradation early; collaborate with SRE teams to support incident response and reduce recovery time. - Performance Optimization: Conduct performance analysis identifying bottlenecks at the database, network, and application tiers; use AI-assisted profiling to prioritize fixes and deliver measurable improvements in latency and throughput. Engineering Leadership and Enablement - Technical Mentorship: Mentor junior and mid-level engineers within the team—elevating design literacy and code quality through structured reviews and pair programming; model rigor and learning agility that raises the bar for those around you. - Platform Velocity: Contribute to shared platform capabilities—CI/CD pipelines, reusable libraries, infrastructure-as-code—that standardize delivery; leverage AI-powered code generation and automated testing to improve team efficiency and output quality. - Strategic Influence: Contribute to technical direction and roadmap priorities within your team; translate operational complexity and regulatory requirements into clear technical recommendations that build alignment among peers and stakeholders. Knowledge and Skills - Expertise in distributed systems, backend architecture, and microservices design at enterprise scale. - Strong proficiency in frontend technologies including React, Next.js, Tailwind CSS, and TypeScript within production environments. - Strong proficiency in Java/Springboot ecosystem and optionally Python, C# within production environments. - Strong proficiency in GraphQL and/or Node.js-based development for distributed platform integration. - Deep understanding of performance optimization, system reliability, and observability practices. - Ability to design systems that meet regulatory, security, and data integrity requirements. Experience and Qualifications - 5+ years of software engineering experience, with a demonstrated ability to own and deliver complex backend features and systems independently. - Proven track record delivering production-grade backend systems that are performant, reliable, and maintainable in complex, high-growth environments. - Demonstrated ability to contribute to technical direction and provide mentorship to junior engineers within a team setting. - Experience in regulated industries requiring auditability, data traceability, and compliance-aware system design. - Bachelor's degree in Computer Science, Software Engineering, or a related field required; Master's degree preferred. Key Competencies - Customer Focus: Builds trust through customer-centric solutions. - Strategic AI: Guides responsible AI adoption and adaptation. - Optimizes Work Processes: Drives efficiency with continuous improvement. - Collaborates: Partners effectively to achieve shared goals. - Resourcefulness: Secures and deploys resources efficiently. - Manages Complexity: Simplifies and solves complex challenges. - Ensures Accountability: Delivers on commitments with integrity. - Situational Adaptability: Adjusts approach to shifting conditions. - Communicates Effectively: Tailors messages to diverse audiences. Values - People: Empowering people defines who we are. - Quality: Excellence in every product, every time. - Service: Serving others is our highest purpose. - Innovation: Advancing care through technology and discovery. Employee Benefits, Health and Wellness We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Physical Requirements While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

🏢 Summary: Senior Software Engineer role focused on designing and building scalable, high-performance backend systems supporting pharmacy operations, manufacturing, logistics, and regulatory compliance in a regulated 503A/503B environment. The position emphasizes distributed systems architecture, enterprise integrations, reliability, and performance optimization, with strong influence on technical direction and platform standards. The engineer leverages AI-assisted tools to enhance system design, observability, and engineering velocity. 🗂️ Requirements: 5+ years of software engineering experience, Experience designing and delivering scalable backend systems, Expertise in distributed systems and microservices architecture, Proficiency in Java and Spring Boot, Proficiency in React, Next.js, Tailwind CSS, and TypeScript, Experience with GraphQL and/or Node.js, Strong knowledge of system performance optimization and reliability practices, Experience with observability and monitoring in production systems, Experience in regulated environments requiring compliance and auditability, Bachelor's degree in Computer Science or related field 📃 Skills: Java, SpringBoot, React, Next.js, Tailwind, TypeScript, GraphQL, Node.js, Python, C#, Microservices, DistributedSystems, CI/CD, APIs, Observability, Logging, Tracing, PerformanceOptimization 🏢 Description: Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation's most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we're redefining what's possible in personalized medicine and pharmaceutical manufacturing. We're proud to be recognized as one of Houston's fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025. Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we've created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country. At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that's transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions. If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let's transform healthcare together.Position Summary The Senior Software Engineer delivers meaningful business impact by designing and building scalable backend systems that power pharmacy operations, manufacturing, logistics, and regulatory compliance across Empower's 503A/503B environment. Contributing to system design and technical direction within their domain, this role helps shape how mission-critical platforms grow and mature at scale. AI serves as a force multiplier—accelerating engineering velocity, elevating system observability, and enabling data-driven decision-making across the platform. This role demands strong technical depth: engineers who pair solid execution with sound design judgment, who thrive in ambiguous environments, and who consistently raise the quality bar within their team. Responsibilities: Architecture and Enterprise Integration Systems Ownership: Design and implement backend systems within pharmacy operations, manufacturing, and logistics domains; use AI-assisted tools to model dependencies, assess load, and validate design decisions before committing engineering resources. Governance Standards: Apply and contribute to architectural standards governing how services communicate and evolve; participate in design reviews to reduce systemic risk in Empower's highly regulated 503A/503B environment. Platform Interoperability: Implement and maintain integrations across internal services and external regulatory systems using canonical data contracts and API versioning protocols; leverage AI tooling to detect integration drift and accelerate service onboarding. System Performance and Reliability Scale Engineering: Build high-throughput, low-latency backend systems for large-scale pharmacy and logistics workloads; apply AI-augmented capacity planning to maintain performance under peak demand without over-provisioning infrastructure. Resilience Architecture: Implement fault-tolerant systems with observability layers—distributed tracing, structured logging, and anomaly detection—that surface degradation early; collaborate with SRE teams to support incident response and reduce recovery time. Performance Optimization: Conduct performance analysis identifying bottlenecks at the database, network, and application tiers; use AI-assisted profiling to prioritize fixes and deliver measurable improvements in latency and throughput. Engineering Leadership and Enablement Technical Mentorship: Mentor junior and mid-level engineers within the team—elevating design literacy and code quality through structured reviews and pair programming; model rigor and learning agility that raises the bar for those around you. Platform Velocity: Contribute to shared platform capabilities—CI/CD pipelines, reusable libraries, infrastructure-as-code—that standardize delivery; leverage AI-powered code generation and automated testing to improve team efficiency and output quality. Strategic Influence: Contribute to technical direction and roadmap priorities within your team; translate operational complexity and regulatory requirements into clear technical recommendations that build alignment among peers and stakeholders. Knowledge and Skills: Expertise in distributed systems, backend architecture, and microservices design at enterprise scale. Strong proficiency in frontend technologies including React, Next.js, Tailwind CSS, and TypeScript within production environments. Strong proficiency in Java/ Springboot ecosystem and optionally to have Python, C# within production environments. Strong proficiency in GraphQL and/or Node.js-based development for distributed platform integration. Deep understanding of performance optimization, system reliability, and observability practices. Ability to design systems that meet regulatory, security, and data integrity requirements. Experience and Qualifications: 5+ years of software engineering experience, with a demonstrated ability to own and deliver complex backend features and systems independently. Proven track record delivering production-grade backend systems that are performant, reliable, and maintainable in complex, high-growth environments. Demonstrated ability to contribute to technical direction and provide mentorship to junior engineers within a team setting. Experience in regulated industries requiring auditability, data traceability, and compliance-aware system design. Bachelor's degree in Computer Science, Software Engineering, or a related field required; Master's degree preferred. Key Competencies: Customer Focus: Builds trust through customer-centric solutions. Strategic AI: Guides responsible AI adoption and adaptation. Optimizes Work Processes: Drives efficiency with continuous improvement. Collaborates: Partners effectively to achieve shared goals. Resourcefulness: Secures and deploys resources efficiently. Manages Complexity: Simplifies and solves complex challenges. Ensures Accountability: Delivers on commitments with integrity. Situational Adaptability: Adjusts approach to shifting conditions. Communicates Effectively: Tailors messages to diverse audiences. Values: People: Empowering people defines who we are. Quality: Excellence in every product, every time. Service: Serving others is our highest purpose. Innovation: Advancing care through technology and discovery. Employee Benefits, Health and Wellness: We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/ Physical Requirements: While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

🏢 Summary: The role leads enterprise engineering strategy for a regulated healthcare platform, overseeing cloud-native systems, mobile products, data architecture, and AI initiatives. It focuses on building scalable, compliant digital solutions that support manufacturing, patient engagement, and prescribing workflows in highly regulated environments. The position also drives AI adoption, operational excellence, and high-performance engineering team leadership. 🗂️ Requirements: Expertise in cloud-native architecture, Experience with mobile platforms, Knowledge of data engineering, Experience deploying AI systems in regulated environments, Understanding of FDA, GxP, DEA, HIPAA, and data governance requirements, Ability to operationalize explainable AI and model governance, Product leadership experience for digital healthcare platforms, Executive-level communication skills, Experience managing technology risk and compliance, Ability to build and scale engineering organizations 📃 Skills: Cloud, Mobile, AI, Data, HIPAA, FDA, GxP, DEA, Analytics, Architecture, Governance, Compliance 🏢 Description: Position Summary: The Director, Engineering is responsible for architecting and scaling a regulated digital ecosystem to support hyper-growth, patient safety, and enterprise velocity. This role owns the digital backbone spanning cloud platforms, mobile products, data, and AI-enabled systems that power manufacturing, quality, patient engagement, and prescribing experiences. Operating at the intersection of technology, regulation, and strategy, the Director translates enterprise priorities into scalable digital platforms that withstand regulatory scrutiny while enabling rapid innovation. Success requires embedding compliance, auditability, and intelligence directly into system design, ensuring digital capabilities compound value over time. This leader defines and executes AI strategy, deploying production-grade, explainable AI in high-stakes environments to automate complexity, improve decision velocity, and elevate outcomes. The role also builds and leads a high-performance digital organization from the ground up, establishing operating rhythms, accountability, and talent density that enable durable execution at global scale. Responsibilities: Enterprise Digital Strategy and Architecture - Define and execute a multi-year digital strategy aligned to enterprise growth, regulatory demands, and AI-enabled scalability. - Architect cloud-native, modular platforms embedding compliance, auditability, and data integrity by design. - Partner with executives to evaluate tradeoffs using system behavior, regulatory risk, and long-term value creation. Product and Mobile Experience Leadership - Own digital product strategy across patient, prescriber, and internal platforms with outcome accountability. - Lead secure, high-performance mobile experiences that personalize care and streamline prescribing workflows. - Establish agile delivery models balancing rapid iteration, quality, and regulatory readiness. Artificial Intelligence and Data Enablement - Define enterprise AI strategy focused on high-impact, regulated use cases across operations and care delivery. - Deploy production-grade, explainable AI systems that perform reliably under regulatory scrutiny. - Build data architectures and analytics foundations enabling predictive insight and decision automation. Regulatory-Native Execution - Embed FDA, GxP, DEA, HIPAA, and data governance requirements into digital systems as core design constraints. - Ensure AI and digital platforms remain auditable, validated, and compliant throughout their lifecycle. - Actively manage technology risk, shutting down or redesigning initiatives that introduce unacceptable exposure. Organization and Operating Rhythm - Design and scale a high-performance digital organization aligned to enterprise priorities. - Attract, develop, and retain top-tier talent while maintaining high performance standards. - Establish operating cadences, metrics, and accountability mechanisms that translate commitments into results. Knowledge and Skills: - Deep expertise in cloud-native architecture, mobile platforms, data engineering, and AI systems deployed in regulated environments with high availability, security, and auditability requirements. - Proven ability to operationalize AI responsibly, including model governance, explainability, bias mitigation, and lifecycle management in high-stakes, compliance-driven settings. - Strong product leadership translating complex clinical, manufacturing, and operational workflows into intuitive, outcome-driven digital experiences. - Executive-level communication and systems thinking, enabling clear tradeoffs, cross-functional alignment, and disciplined execution at enterprise scale. Key Competencies: - Customer Focus: Builds trust through customer-centric solutions. - Strategic AI: Guides responsible AI adoption and adaptation. - Optimizes Work Processes: Drives efficiency with continuous improvement. - Collaborates: Partners effectively to achieve shared goals. - Resourcefulness: Secures and deploys resources efficiently. - Manages Complexity: Simplifies and solves complex challenges. - Ensures Accountability: Delivers on commitments with integrity. - Situational Adaptability: Adjusts approach to shifting conditions. - Communicates Effectively: Tailors messages to diverse audiences. Values: - People: Empowering people defines who we are. - Quality: Excellence in every product, every time. - Service: Serving others is our highest purpose. - Innovation: Advancing care through technology and discovery. Employee Benefits, Health and Wellness: We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Physical Requirements: While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

🏢 Summary: Hands-on Forward Deployed AI Product Manager role focused on building and deploying AI-powered workflows for clinical research operations. The position combines product management, AI application development, and cross-functional collaboration to improve operational efficiency and scalability. Candidates will work with LLMs, workflow automation, and healthcare-related systems in a fast-moving, iterative environment. 🗂️ Requirements: 4+ years building and shipping software products, AI applications, technical solutions, or production systems, Experience with large language models, prompt engineering, agent design, RAG, evaluation frameworks, and workflow automation, Strong technical fluency with modern AI development workflows and tooling, Experience translating business problems into scalable technical solutions, Familiarity with Python, Ability to work with engineering and technical teams throughout implementation, Strong written and verbal communication skills, Ability to prioritize and drive outcomes in ambiguous environments 📃 Skills: Python, LLM, RAG, AI, LangGraph, AgentCore, FHIR, OMOP, HIPAA, GxP, EMR 🏢 Description: Iterative Health is transforming clinical research through AI, technology, and human expertise to improve patient outcomes. Through the Iterative Health Site Network — a network of 100+ clinical research sites across the US and Europe — the company helps expand and expedite access to novel therapeutics for patients in need. Why This Role Matters As a Forward Deployed AI Product Manager, you will work cross functionally to identify, build, and deploy AI-powered solutions that transform how clinical research operations are executed. This is a highly hands-on role that sits at the intersection of product, engineering, and operations. You will partner closely with end users to understand their workflows, identify opportunities where AI can create meaningful leverage, rapidly prototype solutions, and deploy them into production. You will work across Clinical Operations, Site Operations, Trial Enrollment, Business Development, and Corporate Functions, identifying high-impact opportunities and owning them from concept through deployment and adoption. This role reports to the Product organization and partners closely with Engineering, Data Science, Security, and Operational Leadership teams. Where You'll Drive Impact - Embed within internal business teams to deeply understand workflows, decision-making processes, pain points, and opportunities for automation and augmentation - Translate complex operational challenges into well-defined AI solutions with measurable business outcomes - Design, prototype, and deploy AI-powered workflows and agentic systems leveraging modern LLM platforms, orchestration frameworks, and internal data infrastructure - Own the full product lifecycle, including discovery, solution design, implementation, testing, rollout, adoption, and ongoing optimization - Establish evaluation frameworks that measure AI performance against operational, quality, and business outcomes - Partner with engineering, data, and security teams to ensure solutions meet company standards for reliability, governance, compliance, and scalability - Work through the operational and technical details required to move solutions from proof-of-concept to production - Identify patterns and opportunities that can evolve from one-off solutions into reusable platform capabilities - Bring field insights and learnings back to Product and Engineering leadership to inform future investment decisions and product strategy - Contribute to the evolution of the AI operating model, including tooling, evaluation methodologies, governance practices, and development standards - Travel occasionally to business units, research sites, and company offices as needed (estimated less than 15%) - Perform related duties as requested You Might Thrive in This Role If - You enjoy operating in highly ambiguous environments and creating structure where none exists - You are equally effective working with executives, operators, engineers, and data scientists - You can quickly understand how people actually work and identify opportunities to improve workflows through technology - You value rapid experimentation and iterative learning over lengthy planning cycles - You have strong judgment about where AI adds value and where traditional solutions may be more appropriate - You are energized by building and deploying solutions that create immediate impact for users - You are comfortable moving between strategy, execution, and hands-on problem solving What Success Looks Like Within your first 12 months, you will: - Deploy multiple AI-powered workflows that deliver measurable improvements in efficiency, quality, speed, or user experience - Establish trusted partnerships with operational teams across the organization - Develop repeatable frameworks for evaluating and scaling AI applications - Identify and help operationalize reusable platform capabilities that accelerate future AI development - Drive meaningful adoption of AI solutions across key business functions How We Work - Collaborative and low-ego team environment - Fast-moving and highly iterative culture - Strong focus on ownership and accountability - Mission-driven and patient-centered mindset - Open communication and continuous learning - Comfortable navigating evolving business needs What You Bring to the Team - 4+ years of experience building and shipping software products, AI applications, technical solutions, or production systems - Hands-on experience working with large language models, including prompt engineering, agent design, retrieval-augmented generation (RAG), evaluation frameworks, and workflow automation - Strong technical fluency with modern AI development workflows and tooling - Experience collaborating directly with end users to understand business problems and translate them into scalable solutions - Familiarity with programming languages such as Python and the ability to work effectively with technical teams throughout implementation - Ability to navigate ambiguity, prioritize effectively, and drive outcomes with limited direction - Strong written and verbal communication skills with the ability to engage both technical and non-technical audiences - Demonstrated ownership mindset and bias toward action Preferred - Experience in healthcare, clinical research, or another regulated domain (HIPAA, GxP, financial services) - Background as a technical founder, early engineer at a startup, or in a customer-facing engineering role - Interest in growing toward a senior product role over time - Experience with agent frameworks, MCP servers, or production LLM evaluation tooling - Familiarity with EMR systems, clinical trial operations, or healthcare data standards (FHIR, OMOP) - Experience working with messy, real-world data and turning it into something useful Benefits That Support You - Hybrid work environment with in-office collaboration two days per week in either NYC or Boston office - Comprehensive medical, dental, and vision coverage - Mental health and wellness support - HSA or FSA options and commuter FSA contributions - Unlimited PTO, 12 company holidays, and company-wide shutdown between Christmas and New Years - 401(k) program with company match - Weekly in-office lunch benefit - Company-paid short-term and long-term disability coverage - Annual wellness and professional development stipend - And more

🏢 Summary: Hands-on Forward Deployed AI Product Manager role focused on building and deploying AI-powered workflows and agentic systems for clinical research operations. The position combines product management, AI development, and operational collaboration to improve efficiency, scalability, and user experience across healthcare research functions. The role offers hybrid work in NYC or Boston with strong benefits and opportunities to shape enterprise AI strategy and platforms. 🗂️ Requirements: 4+ years building and shipping software products, AI applications, or production systems, Experience with large language models, Experience with prompt engineering, Experience with agent design, Experience with retrieval-augmented generation, Experience with workflow automation, Strong technical fluency with modern AI development tooling, Ability to collaborate with end users and translate business problems into scalable solutions, Familiarity with Python, Strong written and verbal communication skills, Ability to work with technical and non-technical teams, Ability to navigate ambiguity and drive outcomes 📃 Skills: Python, LLM, RAG, AI, LangGraph, FHIR, OMOP, HIPAA, GxP, EMR, AgentCore, SDK 🏢 Description: At Iterative Health, we are transforming clinical research through the power of AI, technology, and human expertise. Iterative Health is a healthcare technology and services company powering the acceleration of clinical research to improve patient outcomes. Through the Iterative Health Site Network — a premier network of 100+ clinical research sites across the US and Europe — we help expand and expedite access to novel therapeutics for patients in need. Accelerating clinical research is one of the defining challenges in healthcare. Promising therapies exist that patients can't access because the operational infrastructure to run clinical trials efficiently doesn't exist yet. We're building it. Why This Role Matters As a Forward Deployed AI Product Manager at Iterative Health, you will work cross functionally to identify, build, and deploy AI-powered solutions that transform how clinical research operations are executed. This is a highly hands-on role that sits at the intersection of product, engineering, and operations. You will partner closely with end users to understand their workflows, identify opportunities where AI can create meaningful leverage, rapidly prototype solutions, and deploy them into production. The ideal candidate combines strong product instincts with technical fluency and a builder mentality. You are equally comfortable sitting alongside a clinical operator to understand a workflow as you are working with engineers and AI tooling to bring a solution to life. You will work across Clinical Operations, Site Operations, Trial Enrollment, Business Development, and Corporate Functions, identifying high-impact opportunities and owning them from concept through deployment and adoption. This role reports to the Product organization and partners closely with Engineering, Data Science, Security, and Operational Leadership teams. Where You'll Drive Impact • Embed within internal business teams to deeply understand workflows, decision-making processes, pain points, and opportunities for automation and augmentation • Translate complex operational challenges into well-defined AI solutions with measurable business outcomes • Design, prototype, and deploy AI-powered workflows and agentic systems leveraging modern LLM platforms, orchestration frameworks, and internal data infrastructure • Own the full product lifecycle, including discovery, solution design, implementation, testing, rollout, adoption, and ongoing optimization • Establish evaluation frameworks that measure AI performance against operational, quality, and business outcomes • Partner with engineering, data, and security teams to ensure solutions meet company standards for reliability, governance, compliance, and scalability • Work through the operational and technical details required to move solutions from proof-of-concept to production • Identify patterns and opportunities that can evolve from one-off solutions into reusable platform capabilities • Bring field insights and learnings back to Product and Engineering leadership to inform future investment decisions and product strategy • Contribute to the evolution of Iterative Health's AI operating model, including tooling, evaluation methodologies, governance practices, and development standards • Travel occasionally to business units, research sites, and company offices as needed (estimated less than 15%) • Perform related duties as requested You Might Thrive in This Role If • You enjoy operating in highly ambiguous environments and creating structure where none exists • You are equally effective working with executives, operators, engineers, and data scientists • You can quickly understand how people actually work and identify opportunities to improve workflows through technology • You value rapid experimentation and iterative learning over lengthy planning cycles • You have strong judgment about where AI adds value and where traditional solutions may be more appropriate • You are energized by building and deploying solutions that create immediate impact for users • You are comfortable moving between strategy, execution, and hands-on problem solving What Success Looks Like Within your first 12 months, you will: • Deploy multiple AI-powered workflows that deliver measurable improvements in efficiency, quality, speed, or user experience • Establish trusted partnerships with operational teams across the organization • Develop repeatable frameworks for evaluating and scaling AI applications • Identify and help operationalize reusable platform capabilities that accelerate future AI development • Drive meaningful adoption of AI solutions across key business functions How We Work • Collaborative and low-ego team environment • Fast-moving and highly iterative culture • Strong focus on ownership and accountability • Mission-driven and patient-centered mindset • Open communication and continuous learning • Comfortable navigating evolving business needs What You Bring to the Team • 4+ years of experience building and shipping software products, AI applications, technical solutions, or production systems • Hands-on experience working with large language models, including prompt engineering, agent design, retrieval-augmented generation (RAG), evaluation frameworks, and workflow automation • Strong technical fluency with modern AI development workflows and tooling • Experience collaborating directly with end users to understand business problems and translate them into scalable solutions • Familiarity with programming languages such as Python and the ability to work effectively with technical teams throughout implementation • Ability to navigate ambiguity, prioritize effectively, and drive outcomes with limited direction • Strong written and verbal communication skills with the ability to engage both technical and non-technical audiences • Demonstrated ownership mindset and bias toward action Preferred • Experience in healthcare, clinical research, or another regulated domain (HIPAA, GxP, financial services) • Background as a technical founder, early engineer at a startup, or in a customer-facing engineering role (FDE, solutions engineering, applied AI) • Interest in growing toward a senior product role over time — this role is designed as a natural bridge • Experience with agent frameworks (Claude Agent SDK, LangGraph, AgentCore, etc.), MCP servers, or production LLM evaluation tooling • Familiarity with EMR systems, clinical trial operations, or healthcare data standards (FHIR, OMOP) • Experience working with messy, real-world data and turning it into something useful without pretending it's clean Benefits That Support You We believe great teams do their best work when they feel supported — professionally and personally. • Hybrid work environment with in-office collaboration two days per week in either our NYC or Boston office • Comprehensive medical, dental, and vision coverage, with up to 80% of premiums covered by Iterative Health • Mental health and wellness support through Spring Health • Health HSA or FSA options, and commuter FSA contributions supported by Iterative Health • Unlimited PTO, 12 company holidays, and a company-wide shutdown between Christmas and New Years • 401(k) program with a company match of up to 3% (up to $3,000 annually) • Weekly in-office lunch benefit every Tuesday • 100% company-paid short-term and long-term disability coverage • Annual wellness and professional development stipend to support your health and growth • And more! New York pay range: $170,000—$250,000 USD

🏢 Summary: Forward Deployed AI Product Manager role focused on building and deploying AI-powered workflows for clinical research operations. The position combines product management, AI solution development, and cross-functional collaboration to improve operational efficiency and scalability in healthcare research environments. Candidates will work closely with engineering, data, and operational teams to deliver production-ready AI systems using modern LLM technologies. 🗂️ Requirements: 4+ years building and shipping software products, AI applications, technical solutions, or production systems, Hands-on experience with large language models, Experience with prompt engineering, agent design, RAG, evaluation frameworks, and workflow automation, Strong technical fluency with modern AI development workflows and tooling, Experience translating business problems into scalable technical solutions, Familiarity with Python, Ability to work with technical and non-technical stakeholders, Strong written and verbal communication skills, Ability to navigate ambiguity and prioritize effectively 📃 Skills: Python, LLM, RAG, LangGraph, FHIR, OMOP, HIPAA, GxP, AI, EMR 🏢 Description: Iterative Health is a healthcare technology and services company powering the acceleration of clinical research to improve patient outcomes. Through the Iterative Health Site Network — a premier network of 100+ clinical research sites across the US and Europe — we help expand and expedite access to novel therapeutics for patients in need. Accelerating clinical research is one of the defining challenges in healthcare. Promising therapies exist that patients can't access because the operational infrastructure to run clinical trials efficiently doesn't exist yet. Why This Role Matters As a Forward Deployed AI Product Manager at Iterative Health, you will work cross functionally to identify, build, and deploy AI-powered solutions that transform how clinical research operations are executed. This is a highly hands-on role that sits at the intersection of product, engineering, and operations. You will partner closely with end users to understand their workflows, identify opportunities where AI can create meaningful leverage, rapidly prototype solutions, and deploy them into production. You will work across Clinical Operations, Site Operations, Trial Enrollment, Business Development, and Corporate Functions, identifying high-impact opportunities and owning them from concept through deployment and adoption. This role reports to the Product organization and partners closely with Engineering, Data Science, Security, and Operational Leadership teams. Where You'll Drive Impact - Embed within internal business teams to deeply understand workflows, decision-making processes, pain points, and opportunities for automation and augmentation - Translate complex operational challenges into well-defined AI solutions with measurable business outcomes - Design, prototype, and deploy AI-powered workflows and agentic systems leveraging modern LLM platforms, orchestration frameworks, and internal data infrastructure - Own the full product lifecycle, including discovery, solution design, implementation, testing, rollout, adoption, and ongoing optimization - Establish evaluation frameworks that measure AI performance against operational, quality, and business outcomes - Partner with engineering, data, and security teams to ensure solutions meet company standards for reliability, governance, compliance, and scalability - Work through the operational and technical details required to move solutions from proof-of-concept to production - Identify patterns and opportunities that can evolve from one-off solutions into reusable platform capabilities - Bring field insights and learnings back to Product and Engineering leadership to inform future investment decisions and product strategy - Contribute to the evolution of Iterative Health's AI operating model, including tooling, evaluation methodologies, governance practices, and development standards - Travel occasionally to business units, research sites, and company offices as needed (estimated less than 15%) - Perform related duties as requested You Might Thrive in This Role If - You enjoy operating in highly ambiguous environments and creating structure where none exists - You are equally effective working with executives, operators, engineers, and data scientists - You can quickly understand how people actually work and identify opportunities to improve workflows through technology - You value rapid experimentation and iterative learning over lengthy planning cycles - You have strong judgment about where AI adds value and where traditional solutions may be more appropriate - You are energized by building and deploying solutions that create immediate impact for users - You are comfortable moving between strategy, execution, and hands-on problem solving What Success Looks Like Within your first 12 months, you will: - Deploy multiple AI-powered workflows that deliver measurable improvements in efficiency, quality, speed, or user experience - Establish trusted partnerships with operational teams across the organization - Develop repeatable frameworks for evaluating and scaling AI applications - Identify and help operationalize reusable platform capabilities that accelerate future AI development - Drive meaningful adoption of AI solutions across key business functions How We Work - Collaborative and low-ego team environment - Fast-moving and highly iterative culture - Strong focus on ownership and accountability - Mission-driven and patient-centered mindset - Open communication and continuous learning - Comfortable navigating evolving business needs What You Bring to the Team - 4+ years of experience building and shipping software products, AI applications, technical solutions, or production systems - Hands-on experience working with large language models, including prompt engineering, agent design, retrieval-augmented generation (RAG), evaluation frameworks, and workflow automation - Strong technical fluency with modern AI development workflows and tooling - Experience collaborating directly with end users to understand business problems and translate them into scalable solutions - Familiarity with programming languages such as Python and the ability to work effectively with technical teams throughout implementation - Ability to navigate ambiguity, prioritize effectively, and drive outcomes with limited direction - Strong written and verbal communication skills with the ability to engage both technical and non-technical audiences - Demonstrated ownership mindset and bias toward action Preferred - Experience in healthcare, clinical research, or another regulated domain (HIPAA, GxP, financial services) - Background as a technical founder, early engineer at a startup, or in a customer-facing engineering role (FDE, solutions engineering, applied AI) - Interest in growing toward a senior product role over time - Experience with agent frameworks (Claude Agent SDK, LangGraph, AgentCore, etc.), MCP servers, or production LLM evaluation tooling - Familiarity with EMR systems, clinical trial operations, or healthcare data standards (FHIR, OMOP) - Experience working with messy, real-world data and turning it into something useful Benefits That Support You - Hybrid work environment with in-office collaboration two days per week in either NYC or Boston office - Comprehensive medical, dental, and vision coverage - Mental health and wellness support through Spring Health - HSA or FSA options and commuter FSA contributions - Unlimited PTO, 12 company holidays, and company-wide shutdown between Christmas and New Years - 401(k) program with company match - Weekly in-office lunch benefit - Company-paid short-term and long-term disability coverage - Annual wellness and professional development stipend

🏢 Summary: Leadership role overseeing regional account management, retention, and revenue expansion in a regulated healthcare environment. The position focuses on AI-enabled forecasting, customer growth strategies, compliance-driven execution, and cross-functional collaboration to drive scalable post-sale performance. Candidates will lead high-performing teams while improving customer retention, operational efficiency, and enterprise growth. 🗂️ Requirements: 10+ years in account management, customer success, or post-sale commercial leadership, 1+ years leading managers or senior leaders, Experience improving retention and expansion in regulated or complex industries, Advanced proficiency with CRM platforms and forecasting tools, Experience with AI-driven analytics and data-driven decision-making, Strong knowledge of compliance and risk management in regulated environments, Bachelor's degree or equivalent experience, Ability to manage cross-functional collaboration across operations, finance, legal, quality, and sales 📃 Skills: CRM, AI, Analytics, Forecasting, Pipeline, Segmentation, Automation, Dashboards, Finance, Operations, Legal, Compliance, Quality, Healthcare, LifeSciences 🏢 Description: Position Summary: The Director, Account Management – West/Midwest leads regional post-sale revenue performance, retention, and expansion across Empower's customer base, directly impacting predictable growth, customer lifetime value, and enterprise trust. This role owns strategy, operating cadence, and leader development, ensuring disciplined execution, accurate forecasting, and compliant delivery. Leveraging AI as a force multiplier, the leader scales insight generation, prioritization, and decision quality to accelerate speed, consistency, and outcomes. Operating within a hyper-growth, highly regulated 503A/503B environment, the role aligns customer commitments with quality, regulatory, and operational realities. Success requires strong strategic thinking, rigorous execution, and exceptional learning agility to navigate complexity, elevate standards, and deliver durable, scalable performance while building teams, strengthening cross-functional orchestration, and institutionalizing repeatable systems that enhance transparency, accountability, and long-term value creation across the region. Responsibilities: Regional Account Revenue Ownership - Revenue Ownership: Own regional retention and expansion performance by designing AI-enabled account strategies, optimizing pricing and renewal motions, and ensuring disciplined execution. Drive predictable growth through data-informed prioritization, pipeline visibility, and risk mitigation while protecting margin, compliance, and service quality in a regulated healthcare environment. - Growth Strategy: Develop scalable expansion frameworks leveraging AI-driven segmentation, opportunity scoring, and customer insights to unlock wallet share. Align regional growth plans with enterprise priorities, ensuring execution rigor, cross-functional coordination, and measurable outcomes. - Forecast Accuracy: Establish high-confidence forecasting systems using AI-enhanced analytics, standardized inspection cadences, and performance dashboards. Partner with Finance and Revenue Operations to ensure data integrity, reduce variability, and proactively surface risks. Account Management Team Leadership - Leader Development: Build and coach high-performing managers through structured development plans, performance analytics, and AI-supported coaching insights. Elevate leadership capability, reinforce accountability, and cultivate a culture of excellence. - Performance Management: Drive clear expectations, rigorous inspection rhythms, and data-backed performance interventions. Utilize AI tools to identify gaps, optimize productivity, and enhance decision-making across the regional account management organization. - Talent Strategy: Attract, retain, and develop top-tier talent through structured hiring, succession planning, and capability building. Leverage AI in talent assessment and workforce planning to ensure scalable leadership pipelines aligned with growth trajectory. Customer Stewardship and Executive Engagement - Executive Engagement: Own senior-level customer relationships, leading strategic conversations, escalations, and negotiations with credibility and transparency. Use AI-driven insights to anticipate needs, strengthen trust, and align customer expectations with operational realities. - Value Delivery: Ensure consistent delivery of customer commitments through disciplined account planning, proactive communication, and performance tracking. Integrate AI tools to monitor satisfaction, identify risks, and enhance service quality across complex, high-value accounts. - Retention Strategy: Design and execute retention programs leveraging predictive analytics, health scoring, and engagement models. Mitigate churn risks early while reinforcing long-term partnerships that drive sustainable growth and enterprise confidence. Compliance-Embedded Account Execution - Process Optimization: Standardize account management workflows using AI-enabled automation, playbooks, and performance metrics. Drive efficiency, scalability, and consistency while reducing manual effort and improving execution quality across the region. - Cross-Functional Collaboration: Orchestrate collaboration across Operations, Quality, Finance, Legal, and Sales to ensure seamless account execution. Clarify ownership, streamline escalation paths, and align priorities to operate as a unified enterprise system. - Risk Management: Embed compliance, quality, and contractual guardrails into all account activities. Partner with regulatory and legal teams to proactively identify risks, ensure adherence, and prevent exposure in a highly regulated 503A/503B environment. Forecasting, Renewal Discipline, and Predictability - Data Utilization: Leverage AI and advanced analytics to generate actionable insights, inform strategy, and enhance decision-making. Drive adoption of data-driven practices that improve speed, accuracy, and business outcomes across account management functions. - System Scaling: Build scalable systems, frameworks, and governance models that support rapid growth. Ensure repeatability, transparency, and alignment with enterprise standards while enabling flexibility in a dynamic, high-growth environment. - Continuous Improvement: Champion a culture of innovation and learning agility by integrating AI tools, testing new approaches, and refining processes. Continuously elevate performance standards to sustain competitive advantage and operational excellence. Knowledge and Skills: - Advanced proficiency in CRM platforms, forecasting tools, and AI-driven analytics for pipeline management, customer insights, and performance optimization within complex, high-growth commercial environments. - Strong leadership capability in building, coaching, and scaling high-performing teams, with expertise in performance management, talent development, and organizational design aligned to strategic priorities. - Deep understanding of regulated business environments, including risk management, compliance alignment, and cross-functional coordination across quality, legal, and operational stakeholders. - Exceptional communication, executive presence, and strategic thinking skills, with the ability to influence senior stakeholders, manage complexity, and drive enterprise-level outcomes. Experience and Qualifications: - 10 to 15 years of experience leading account management, customer success, or post-sale commercial organizations, with at least 1 to 2 years leading leaders. - Demonstrated success improving retention, expansion, and customer trust in regulated or complex environments. - Experience operating within healthcare, life sciences, or similarly governed industries preferred. - Bachelor's degree required, or equivalent experience considered. Key Competencies: - Customer Focus: Builds trust through customer-centric solutions. - Strategic AI: Guides responsible AI adoption and adaptation. - Optimizes Work Processes: Drives efficiency with continuous improvement. - Collaborates: Partners effectively to achieve shared goals. - Resourcefulness: Secures and deploys resources efficiently. - Manages Complexity: Simplifies and solves complex challenges. - Ensures Accountability: Delivers on commitments with integrity. - Situational Adaptability: Adjusts approach to shifting conditions. - Communicates Effectively: Tailors messages to diverse audiences. Values: - People: Empowering people defines who we are. - Quality: Excellence in every product, every time. - Service: Serving others is our highest purpose. - Innovation: Advancing care through technology and discovery. Employee Benefits, Health and Wellness: We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Physical Requirements: While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.