Executive Director, Implementations

We are seeking an Executive Director to help lead, scale, and evolve our implementation function. Working closely with the Chief Operating Officer as well as a broad ecosystem of cross-functional stakeholders who are responsible for standing up and operationalizing our provider and sponsor facing partnerships. On the provider side, you will oversee/drive the integration of our software platform with Electronic Health Records (EHRs) within a diverse group of healthcare organizations. You will also partner closely with our Provider Success Team to ensure that stakeholders within those organizations are fully briefed on how to optimally adopt our software and integrate our services within their operational workflows. On the sponsor side of our business, you will spearhead efforts to integrate our Study Conduct suite with the electronic data warehouses (EDCs) and ensure that the trials of our customers are appropriately configured within that platform.

This role involves managing a team of implementation managers and specialists. Your strategic vision, project management expertise, and ability to manage risks and escalate issues effectively will be essential for driving successful outcomes. Additionally, you will be responsible for presenting project updates and strategic plans to internal and external stakeholders, including those at a senior leadership and executive level.

Key Responsibilities:

• Implement Paradigm Software and Solutions workflows at our provider organizations, at scale. 
• Partner closely across almost all functions with product development, sales, customer success, and other internal teams to ensure seamless integration of our software platform with EHR, Genomics Vendor and CTMS systems. Provide valuable insights and feedback from client implementations to inform product roadmap prioritization and enhancement efforts. 
• Partner with engineering, informatics and data science to manage implementations and track implementation timelines and capacity. 
• Strategic Planning and Executive Presentation: Develop and communicate a comprehensive implementation strategy aligned with Paradigm Health's business objectives. Present project updates, strategic plans, and performance metrics to executive stakeholders, providing insights into progress, challenges, and risk mitigation strategies.
• Team Leadership and Manager of Managers: Lead, mentor, and empower a team of implementation managers and specialists. 
• Own effective escalation procedures and risk mitigation strategies to address issues promptly and ensure project success. Foster a culture of accountability, collaboration, and continuous improvement within the implementation team.
• Client Engagement and Project Management: Serve as the primary liaison between Paradigm Health and key clients during the implementation process. Collaborate closely with clients to understand their needs, challenges, and objectives. Define project scope, timelines, and deliverables, and oversee multiple large-scale software deployments. Utilize robust project management methodologies to track progress, manage resources, and mitigate risks effectively.
• Quality Assurance and Performance Measurement: Establish and maintain rigorous quality assurance processes to ensure the reliability, scalability, and usability of our software platform post-implementation. Define key performance indicators (KPIs) and metrics to evaluate implementation effectiveness and measure progress against goals. Conduct regular reviews and audits to identify areas for improvement.

Qualifications:

• Critical
  • Bachelor's degree in healthcare management, business administration, computer science, or a related field; advanced degree preferred.
  • 10+ years experience in a healthcare technology organization in an implementation, customer success, or equivalent role
  • 7+ years experience directly managing people
  • Strong understanding of healthcare operations, clinical workflows, and regulatory requirements and driving change management in a clinical environment
  • Exceptional project management skills:
    • Demonstrated ability to drive strategic initiatives and lead cross-functional teams in a fast-paced, dynamic environment
    • Strong ownership of business outcomes–not just the completion of a project: Proactively clarifies intended outcomes of a project and
      • expected deliverables, relationship to broader business priorities, and negotiates scope accordingly
      • Deep familiarity with best practices in change and project management, including key decision governance, stakeholder management and communication, tooling, etc.
      • Ability to effectively prioritize tasks, (re)direct resourcing, and manage expectations
      • Exceptional judgement in handling and escalating risks and mitigation approaches
    • Prior start-up experience or a clear history of being hands-on building up implementation infrastructure, teams and playbooks
    • Continuous improvement mindset: Heavily utilizes data to analyze performance and regularly and fearlessly evolves processes and practices to optimize outcomes
    • Track record in mentoring team members and driving performance from a department in a rapidly scaling/changing business
    • Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and trust with clients and stakeholders spanning staff to executive/senior leadership level 
  • Nice to have
    • Experience managing implementation/integration partners strongly preferred
    • Experience running international technical implementations a strong plus
    • Experience with software products that integrate with EHR systems and familiarity with large hospital integrations is highly desirable.
    • Certification in project management (e.g., Agile, Scrum) or healthcare IT (e.g., CPHIMS) is a plus.