Product Manager
Brightspeed
Director of Product – Implementation & Support
R1 RCM
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $112,718 - $187,269 per year
Job Level
Lead
Tech Stack
GoITSMPMP
About the role
- Own implementation excellence: Accountable for the entire cycle time from SOW to Go-Live, managing all aspects of technical implementation including data operations analysts, solution architects, technical implementation specialists, and project managers as the team grows.
- Drive technical readiness: Ensure data quality, integration, and system configuration are working properly to power our technology, serving as the technical counterpart to our onsite operational adoption teams.
- Build and scale operations: Develop implementation and support documentation, processes, and playbooks while serving as interim project manager for client implementations until dedicated project managers are hired.
- Partner with field teams: Work closely with our onsite operational teams who ensure our technology is working effectively, providing the technical backbone while they drive user adoption and process optimization at the client site.
- Lead support operations: Oversee all client support activities including user provisioning, client intake management, support desk operations, and ensuring SLA/KPI achievement while building the support team from the ground up.
- Data-driven leadership: Track and present key metrics across your portfolio to various stakeholders (internal/external, operational/executive), maintaining accountability for all implementation metrics and client success KPIs.
Requirements
- 8+ years of experience in implementation, professional services, or customer success roles with at least 3 years in leadership positions
- Experience building and managing technical implementation teams (data analysts, solution architects, technical implementation specialists, application support analysts)
- Track record of establishing operational processes and documentation from scratch in fast-growth environments
- Required healthcare technology experience with understanding of healthcare implementations and support requirements
- Excellence in stakeholder management with ability to communicate effectively with client executives, technical teams, and field operations teams
- Strong analytical skills with experience tracking and improving implementation metrics, SLAs, and client satisfaction KPIs
- Experience with healthcare technology implementations or RCM systems
- It's a plus if you bring: Experience in healthcare or Revenue Cycle Management (RCM) or interest in making the US healthcare system more efficient
- Background in AI-driven or SaaS platform implementations
- Experience with support desk software and ITSM best practices
- Proven ability to scale teams from startup phase to mature operations
- PMP or similar project management certification
Benefits
- Competitive benefits package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data operationstechnical implementationdata qualitysystem configurationimplementation documentationoperational processesanalytical skillshealthcare technologyRevenue Cycle Management (RCM)AI-driven implementations
Soft skills
leadershipstakeholder managementcommunicationuser adoptionprocess optimizationaccountabilityclient successteam buildingproblem-solvingcollaboration
Certifications
PMP
