Implementation Manager

Role Description As our Sr. Implementation Manager, you'll own end-to-end implementation for our most complex enterprise accounts - including flagship clients - while building the scalable processes that let us implement faster as we grow. You'll report directly to our CEO during this transition period and will be expected to operate with significant autonomy: setting strategy, resolving issues independently, and escalating only what truly needs executive input. Strategic Implementation & Ownership Own implementation strategy and execution for enterprise accounts, including flagship clients Build, refine, and continuously improve scalable implementation processes to support Wellthy's growth across Backup Care and Care Concierge Operate with high autonomy — make tradeoffs and escalate only when necessary Project & Team Management Lead multiple concurrent client implementations, meeting negotiated launch timelines and initial covered-lives enrollment targets per client Manage 1 direct report today, with headcount expected to grow to 2-3 within 12 months as client volume increases Set and own performance targets: on-time launch rate, implementation NPS, post-launch client satisfaction Documentation, Communication & Quality Maintain complete, current, and properly stored project documentation across all active implementations Provide regular status updates to all stakeholders on implementation progress, risks, and timelines Conduct regular quality checks to confirm client solutions meet agreed requirements before and after launch Problem Resolution Resolve client-facing implementation issues, including technical configuration problems and member onboarding challenges Cross-Functional & Stakeholder Management Partner across Client Success, Growth, Product/Engineering, Marketing, and Care teams to deliver a cohesive client experience Set and manage client expectations on timelines, deliverables, and risks Run kickoff and milestone meetings; proactively surface and resolve blockers before they impact timelines Client Education & Support Provide ongoing education and support to clients and partners throughout implementation, not just at kickoff Team Leadership & Training Oversee junior team members; document and train other teams/staff on implementation playbooks Qualifications Bachelor's degree and 7+ years in Implementation or Client Services, including experience managing complex, high-visibility enterprise accounts Experience in a backup care service preferred Track record of owning outcomes independently, not just executing a plan handed to you Strong project management and organizational skills Comfortable escalating and resolving issues without waiting for direction Curiosity about AI and emerging tools as workflow accelerators Salesforce, Notion, Slack experience preferred Requirements To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction-free) environment. Location: This is a remote and US states based opportunity. We ask that you work in a location that is: Private, with secure (not public) internet and phone access Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia. Benefits The starting salary for this position is $120,000-$145,000. Remote work environment. Medical, dental and vision benefits within 30 days of hire. Retirement saving account with matching company contributions. Mental health benefits. 15 days paid vacation, two additional days for each subsequent year (up to a maximum of 25 days). Sick and Caregiving Days. Professional development initiatives for growth. Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave.