Implementation Manager (AI Care Assistant)
Serves as the named AICA implementation lead
Serve as the named AICA implementation lead for an assigned portfolio of employer clients, owning the relationship from onboarding through post-launch stabilization
Lead client working sessions related to benefits knowledge, AI readiness, and UAT
Client Expertise
Interpret complex employer health and welfare benefit plans — medical, pharmacy, ancillary, and CDH — and translate them into structured, AI-ready knowledge base content
Partner directly with clients, brokers, and consultants to resolve documentation gaps, clarify benefit intent, and align on scope
Project Management
Manage AICA build and milestones, track open issues and risks, and own delivery against the agreed launch timeline for each client
Own QA pass rates and pre-launch validation for assigned client knowledge bases
Testing and Validation
Design and lead structured testing of AI-generated benefits responses, identifying inaccuracies, missing content, and edge-case failures
Validate knowledge base accuracy, completeness, and member experience quality prior to each launch milestone
Communication and Collaboration
Identify and escalate governance, compliance, or AI behavior concerns through appropriate channels
Support issue triage and client communication during post-launch stabilization
Maintain implementation documentation, testing outcomes, and benefits change tracking across the client lifecycle
Collaborate with Product, Engineering and Operations to improve workflows, templates, and QA methodology
Experience and Skills
5–10 years of experience in employee benefits, benefits consulting, implementation, health plan operations, or total rewards
Demonstrated experience interpreting employer benefits documentation (SBCs, SPDs, benefit summaries, carrier documentation, marketing and education materials)
Client-facing delivery experience in consulting, implementation management, account management, or operational delivery for complex employer clients
Strong project coordination skills with the ability to manage multiple concurrent client workstreams under real deadlines
Comfort working in AI tooling - this role operates daily in Claude and Langsmith
Familiarity with Jira, Confluence, or similar implementation tracking tools
Strong written communication and cross-functional collaboration skills
Nice to Have
Experience supporting benefits migrations, renewals, or open enrollment operations at scale
Prior experience with AI-powered products, digital health platforms, or knowledge management systems
Experience conducting structured QA or testing for digital member experiences
Familiarity with healthcare navigation, benefits administration, or advocacy platforms
About the Role
This is a client-facing role responsible for owning the AI Care Assistant launch experience for a defined portfolio of employer clients.
Qualifications
Deep working knowledge of employer-sponsored health and welfare benefits — medical, pharmacy, point solutions, and spending and savings accounts, etc.
Ability to own a client relationship end-to-end through an implementation, including managing difficult conversations and competing expectations
Benefits
Competitive medical, dental, and vision coverage
401(k) Plan with a generous company match
Flexible Time Off/Paid Time Off, 13 paid holidays
Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
Mental Health and Wellness benefits
Pay
Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE)
Schedule
All regular employees are eligible for the corporate bonus program or a sales incentive (target included in OTE)