Director, Implementation

About the role

Courier Health is on a mission to solve one of the biggest and most meaningful opportunities in healthcare: reinvent how people living with chronic and rare diseases are supported. We are building the future of patient engagement for life sciences companies. Our software is leveraged by biopharma companies to support patients in their complex journey from diagnosis to initiating and remaining on therapy to achieve optimal health outcomes. Come Build with Us We're a NYC-based team that believes culture, craft, and customer obsession go hand in hand. We show up for each other the same way we show up for the people we serve. We're an office-first company that values in-person collaboration 4 days per week because we believe the best work happens when you can collaborate and brainstorm together in the same room. If that sounds like your kind of place, we think you'll love it here.

Responsibilities

• Lead and grow a team of Implementation Managers and Associates taking pharma and life sciences clients from kickoff through go-live and hypercare.
• Act as a player‑coach: alongside leading the team, play a critical role in our most strategic enterprise launches.
• Own delivery for the whole book — scope, timeline, risk, and executive communication — across engagements spanning client IT, hub operations, and specialty pharmacy partners.
• Track delivery KPIs including on‑time launch rate, implementation CSAT, and project budget management; ensure every launch hands off cleanly to the Engagement team.
• Surface risks early and drive resolution across internal and external teams; avoid surprises at go‑live.
• Review your team’s discovery notes, solution designs, and project plans so that what reaches a client reflects Courier Health at its best, while building the platform and data‑model judgment in your team.
• Refine the playbook: templates, phase gates, solution design patterns, project tooling, and reporting that shows where time actually goes; partner with leadership to iterate and improve methodology.
• Build a bench that grows ahead of the pipeline: hire, coach, onboard, and ramp the Implementation team; give structured feedback, support career growth, and build the capacity model that tells us when to hire and where to staff.
• Carry what the team learns back to Engineering and Product, advocating for platform capabilities that make implementations shorter.

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.
• Have given hard feedback and watched someone get better because of it.
• Track record of personally owning complex, multi‑phase enterprise implementations end to end, with multiple client stakeholders and parallel technical workstreams.
• Strong technical fluency: able to hold your own on API integrations, data mapping, system architecture, and configuration logic with client engineering teams; coding not required but technical depth essential.
• 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.
• Proven ability to work with senior client executives on high‑stakes, time‑sensitive issues, including the conversations nobody wants to have.
• Evidence that you have contributed to building process where none existed — a methodology, a set