Sr. Implementation Manager

Why Wellthy is for you!

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones. We're building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we're seeking collaborative, curious, and purpose-driven teammates to help us expand what's possible.

About the role

You will 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.

Responsibilities

• 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
• 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
• 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
• Resolve client-facing implementation issues, including technical configuration problems and member onboarding challenges
• 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
• Provide ongoing education and support to clients and partners throughout implementation, not just at kickoff
• Oversee junior team members; document and train other teams/staff on implementation playbooks

Qualifications

• Open to learning, experimenting, and evolving
• Comfortable with emerging technology and curious about how tools like AI can support your workflow or help families more effectively (a plus)
• 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

Total Rewards Package

• Starting salary range: $120,000 - $145,000
• Remote work environment
• Medical, dental, and vision benefits within 30 days of hire
• Roth retirement savings 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

Role Requirements

• To work remotely, you must have a strong internet connection, quiet space to take calls, and a professional (distraction-free) environment
• You must 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
• You are required to work from a private, dedicated, distraction-free space
• 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