Director of Implementation

The Director of Implementation is responsible for scaling our Home Medical Equipment Provider implementations in addition to leading their own strategic customer engagements. This person will manage a team of experienced Implementation Managers as they collaborate with HME Providers and match their workflows with Parachute’s highly configurable order management platform. Our customers range from small local providers of wheelchairs and walkers to multi-location, regional suppliers of oxygen and CPAP devices to National companies providing Continuous Glucose Monitors that are drop-shipped anywhere in the US. This role will focus on deploying new product modules and growth initiatives across multiple customer segments. It is a highly cross-functional position, requiring close collaboration with Customer Success, Growth, Product, Design, and Engineering teams on high visibility projects.

What You’ll Do

• Drive the Implementation team’s end-to-end performance, ensuring the department scales to meet customer demand without sacrificing quality. You will be responsible for driving team productivity through process mapping and performance tracking, while overseeing the continuous development of staff through structured training, upskilling, and enablement programs.
• Leadership - As a player-coach, you will lead your own strategic customer engagements and manage a talented team of Implementation Managers, providing day-to-day support and coaching for professional development
• Consulting - Act as the expert on Parachute platform capabilities and integrations, supporting our Customer Success teams in crafting and delivering solutions for our strategic customers
• Onboarding - Onboard suppliers of medical equipment and supplies to the Parachute Platform, partnering with their leaders to drive rapid growth of Digital Ordering across the marketplace
• Digital Transformations - Develop ongoing strategy for the application of Parachute features and products within existing customer workflows.
• Activations - Implement our innovative AI Intake and ordering platforms and monitor activation success metrics
• Data Reporting - Develop and share insights both internally and externally to collaborate on opportunities/challenges cross-functionally and report on your team’s progress towards goals
• Process Improvement - Identify and execute on process improvements to make our onboarding and transformation process more effective
• New Product Launches - Show partners the delightfully simple experiences we build and roll them out, communicating feedback to our Product and Merchandising teams to support customer launches and ongoing initiatives. 
• End User Training - Roll-up your sleeves to lead demos & trainings tailored for each partner and ensure users have appropriate support 
• Documentation - Synthesize best practices to develop standard playbooks for our solutions and offerings, including technological and workflow assessments that lead to templated roadmaps for customers

Requirements

• Minimum 5  years of experience in consulting, digital transformation, or project-based work in healthcare or health tech, with minimum 3 years directly managing teams
• Experience with set-up, configuration, technical integration, or administration of a SAAS product
• Experience with complex project management and ability to guide stakeholders through large-scale organizational transformation
• Broad knowledge of the Durable Medical Equipment (DME) landscape
• Exposure to AI solutions, digital workflow automation, or system interoperability is a strong plus.
• Comfortable with tools such as Excel (advanced), Tableau, HubSpot, JIRA; experience with API integrations is a plus.

More About You

• Strong communicator who can extract and synthesize info from experts
• Enthusiastic about using technology to better patient outcomes
• Demonstrated leader and self-starter within a cross-functional team
• Strong business acumen with ability to translate strategy to prioritized tactics
• Process oriented; develop roadmaps to operationalize account strategy
• Problem solver; adaptable with a relentless solutions mindset 
• Quantitatively focused; data-driven decision maker with analytical toolkit

Benefits

• Medical, Dental, and Vision Coverage
• 401(k) Retirement Plan
• Remote-First Company with a NYC office, offering a physical workspace for our greater New York City area employees.
• Equity Incentive Plan
• Annual Company-Wide Bonus (up to 15%)
• Flexible Vacation Policy
• Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
• Monthly Internet Stipend
• Annual Home Office and Wellness contribution
• Co-Working Space Reimbursement
• Annual stipend for education and development

Base Salary (based on level and experience)

$100k-$120k

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We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

This role is not eligible for employer visa sponsorship. Applicants must be legally authorized to work in the United States at the time of application and for the duration of employment. The Company does not sponsor employment authorization for this position, nor will it provide assistance in obtaining temporary work authorization