Overview:
The Manager, Implementation Analyst is responsible for leading a team of Implementation Analysts who guide clients through AssistRx’s standardized, productized configuration options. This role ensures Implementation Consultants are conducting structured discovery, translating client needs into scalable program designs, documenting decisions appropriately, and escalating out-of-standard requests through the formal product intake process. This role is both a people leader and an implementation quality leader. The Manager provides day-to-day coaching, workload support, performance management, and oversight to ensure the team delivers consistent, scalable, and high-quality program design support. The Manager also partners closely with Implementation Managers, Implementation Analysts, Product, Operations, and Technology to ensure client implementations stay aligned to approved scope, platform capabilities, and product standards.
Responsibilities:
- Lead, coach, and develop a team of Implementation Consultants responsible for client discovery,program design, and configuration guidance.
- Provide day-to-day oversight of consultant workload, priorities, client assignments, andimplementation support needs.
- Ensure Implementation Consultants guide clients through AssistRx’s standardized program optionsusing Product-approved templates and documentation.
- Review program design documentation for accuracy, completeness, scalability, and alignment withplatform capabilities.
- Support consultants in complex client conversations, including scope clarification, expectationmanagement, and escalation of out-of-standard requests.
- Reinforce that Implementation Consultants do not approve platform extensions, delivery scopechanges, custom workarounds, or roadmap commitments.
- Ensure client requirements that fall outside standardized offerings are clearly documented and routedthrough the formal product intake process.
- Partner with Implementation Managers to ensure program design, timelines, dependencies, anddelivery sequencing are aligned.
- Partner with Implementation Analysts to ensure client context, business goals, constraints, and designdecisions are accurately captured.
- Monitor implementation design quality across assigned client programs and identify risks before theyimpact delivery or go-live readiness.
- Participate in client status calls, steering meetings, or escalation discussions as needed for high-priorityor complex implementations.
- Partner with Product to share recurring client needs, edge cases, configuration gaps, and opportunitiesfor template or roadmap improvement.
- Support training readiness by ensuring consultant review of agent-facing workflows andimplementation materials is completed as appropriate.
- Establish consistent team practices for discovery, documentation, design review, escalation, andstakeholder communication.
- Conduct regular one-on-ones, performance discussions, coaching sessions, and development planningwith direct reports.
- Support hiring, onboarding, training, and knowledge-sharing for new Implementation Consultants.
- Track team performance, capacity, quality trends, and implementation support needs, escalating resource concerns as appropriate.
Qualifications:
- 7+ years of experience in client-facing implementation, consulting, business analysis, program design,healthcare technology, or related work.
- Prior people leadership, team lead, mentoring, or supervisory experience preferred.
- Experience in specialty pharmacy, patient access, hub services, pharma manufacturer programs,healthcare technology, or regulated environments strongly preferred.
- Strong understanding of implementation lifecycle, client discovery, program design, configurationplatforms, and workflow documentation.
- Experience translating complex client needs into structured program designs and actionabledocumentation.
- Ability to coach team members through scope boundaries, client expectation management, andescalation pathways.
- Strong working knowledge of Agile delivery practices, product intake, release planning, and cross-functional dependency management.
- Excellent verbal and written communication skills, including the ability to communicate clearly withclients, internal teams, and leadership.
- Demonstrated ability to manage multiple priorities, support team capacity, and maintain quality acrossconcurrent implementations.
Pay Range:
USD $99,550.27 - USD $124,437.84 /Yr.