Director of Implementation

Join Courier Health, a company dedicated to improving patient access to life-saving therapies. As the Director of Implementation, you will lead and grow a team of Implementation Managers and Associates, overseeing the entire implementation process for pharma and life sciences clients. This is a build job, where you will help shape the methodology and metrics for successful implementations. You will also be responsible for ensuring timely delivery, refining the playbook for faster launches, and growing the implementation team to meet future demand.

• Lead and grow a team of Implementation Managers and Associates, overseeing the implementation of programs for pharma and life sciences clients.
• Own the delivery of multiple client engagements, ensuring that launches land on time and meet quality standards.
• Refine the implementation methodology, including templates, phase gates, solution design patterns, and project tooling, to improve efficiency and effectiveness.

• A track record of personally owning complex, multi-phase enterprise implementations end to end, with multiple client stakeholders and parallel technical workstreams
• 2+ years managing implementation, delivery, or professional services talent. You have given hard feedback and watched someone get better because of it
• High emotional intelligence, curiosity, and empathy. You build trust with executive and technical stakeholders alike, and with the people who report to you
• Platform and data-model expertise deep enough to review your team's configuration and solution-design decisions and catch issues before they reach a client
• Strong technical fluency. You can hold your own on API integrations, data mapping, system architecture, and configuration logic with client engineering teams. Coding is not required. Technical depth is essential
• Comfortable operating with autonomy and ambiguity at an early-stage company
• 10+ years in customer-facing implementation, professional services, solutions delivery, or technical program management at a B2B SaaS company
• Excellent written and verbal communication, with the ability to translate complex technical concepts for non-technical audiences
• Evidence that you have contributed to building process where none existed. A methodology, a set of phase gates, or a tooling change that a team adopted and kept
• Proven ability to work with senior client executives on high-stakes, time-sensitive issues, including the conversations nobody wants to have
• Able to travel periodically for on-site client engagements, roughly 10 to 20%
• Experience working with pharma, life sciences, specialty pharmacy, or healthcare clients
• Excellent project management instincts, with demonstrated ability to manage team capacity and utilization across a portfolio of active engagements, not just your own workload
• Comfortable coaching teammates through difficult client conversations and giving direct, specific feedback on client-facing work
• You know patient support programs, hub services, or specialty pharmacy workflows firsthand
• You have worked with CRM platforms (Salesforce, Veeva) or healthcare interoperability standards
• You've built or contributed to playbooks, training materials, or onboarding programs for a team
• You have helped scale an implementation or professional services team at a high-growth health tech or pharma tech company
• You hold a PMP or equivalent project management certification