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Salary: USD 170,000 - 210,000 / annual
Courier Health is building the future of patient engagement for life sciences companies, helping patients navigate complex journeys from diagnosis through therapy initiation and ongoing support. The company is at an inflection point: customer acquisition is accelerating, and implementation capacity has become the constraint on growth.
As Director of Implementation, you will lead and grow a team of Implementation Managers and Associates responsible for taking pharma and life sciences clients from kickoff through go-live and hypercare. Reporting to the Head of Implementation, you are a player-coach: you will lead the team while remaining deeply involved in the company's most strategic enterprise launches, setting the standard through hands-on work.
Your core responsibilities include:
**Team Leadership & Development**: Lead a team of implementation professionals, setting quality standards, coaching through weekly one-on-ones and account reviews, handling escalations, and ensuring team members improve with each launch. You will hire, onboard, and ramp the implementation bench ahead of customer growth, building capacity models and supporting career development.
**Portfolio Delivery**: Own delivery outcomes across the entire book of engagements—not just individual accounts. You will manage scope, timeline, risk, and executive communication across complex launches involving client IT, hub operations, and specialty pharmacy partners. Track delivery KPIs including on-time launch rate, implementation CSAT, and project budget management. Ensure risks surface early and get resolved across internal and external teams, with no surprises at go-live.
**Quality Assurance**: Review your team's discovery notes, solution designs, and project plans to ensure client-ready deliverables. Build platform and data-model judgment in your team so they can achieve quality independently over time.
**Methodology & Process**: This is a build job. You will help develop and refine the implementation playbook—templates, phase gates, solution design patterns, project tooling, and reporting. Partner with leadership to iterate methodology as programs grow in scale and complexity.
**Cross-functional Advocacy**: Carry learnings from the implementation team back to Engineering and Product, advocating for platform capabilities that shorten implementation timelines.
The role is office-first (4 days per week in NYC) with periodic travel for on-site client engagements (10–20%). You will operate with autonomy and ambiguity at an early-stage, high-growth company.
**Requirements**:
- 10+ years in customer-facing implementation, professional services, solutions delivery, or technical program management at a B2B SaaS company
- 2+ years managing implementation, delivery, or professional services talent, with demonstrated ability to give hard feedback and coach people to improvement
- Track record of personally owning complex, multi-phase enterprise implementations end-to-end with multiple client stakeholders and parallel technical workstreams
- Strong technical fluency: ability to hold your own on API integrations, data mapping, system architecture, and configuration logic with client engineering teams (coding not required; technical depth essential)
- Platform and data-model expertise deep enough to review team configuration and solution-design decisions and catch issues before client delivery
- Proven ability to work with senior client executives on high-stakes, time-sensitive issues, including difficult conversations
- Evidence of contributing to building process where none existed (methodology, phase gates, tooling adoption)
- Excellent project management instincts with demonstrated ability to manage team capacity and utilization across a portfolio of active engagements
- Excellent written and verbal communication; ability to translate complex technical concepts for non-technical audiences
- High emotional intelligence, curiosity, and empathy; ability to build trust with executive, technical, and direct-report stakeholders
- Comfortable coaching teammates through difficult client conversations and giving direct, specific feedback on client-facing work
- Comfortable operating with autonomy and ambiguity at an early-stage company
- Able to travel periodically for on-site client engagements (10–20%)
- Experience working with pharma, life sciences, specialty pharmacy, or healthcare clients
**Bonus**: Patient support programs or hub services experience; CRM platforms (Salesforce, Veeva) or healthcare interoperability standards; playbook/training/onboarding program development; scaling implementation or professional services teams at health tech or pharma tech companies; PMP or equivalent project management certification.
