Implementation and Operations Manager at Well

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Boston, Chapel Hill, Minneapolis, New York, New York, United States

Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact on our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product — a consumer health engagement platform — integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees. We promote an employee- and member-centric culture with generous benefits, which you can learn more about here: https://www.well.co/careers.

Position Title: Implementation and Operations Manager

Reporting To: Vice President, Client Services

Location: Chapel Hill, NC; Newton, MA or Minneapolis, MN; New York, NY

Compensation Information: This role can be hired for at either the Implementation and Operations Manager 1 ($70,000-$80,000) or Implementation and Operations Manager 2 ($80,000-$90,000) range.

Position Summary:

We are actively seeking a skilled and motivated Implementation and Operations Manager to join our Client Success team at Well. In this role, you will be responsible for overseeing the implementation process for our enterprise clients and managing internal operations as our department scales. The ideal candidate will have 3-5 years of relevant experience, demonstrating proficiency in project management, client implementation, and internal process optimization.

Key Responsibilities:

Lead and manage the implementation process for clients, ensuring a seamless onboarding experience and alignment with client objectives.
Collaborate with cross-functional teams to support internal operations as the Client Services department scales, contributing to process optimization and efficiency.
Utilize strong project management skills to oversee multiple client implementations simultaneously, ensuring timely delivery and adherence to project milestones.
Serve as a key point of contact for both internal teams and clients, maintaining clear and open communication throughout the implementation process.
Create and maintain comprehensive documentation of implementation processes and contribute to regular reporting on implementation progress and key metrics.
Proactively identify and address issues during the implementation phase, working collaboratively with internal teams to ensure prompt resolution.
Collaborate with other departments to ensure a cohesive and customer-centric approach to client implementation and ongoing success.

Preferred Qualifications:

3-5 years of experience in roles related to client implementation, project management, or operations.
Strong project management skills with the ability to manage multiple projects simultaneously, ensuring timely and successful outcomes.
Demonstrated ability to understand and prioritize client needs, ensuring a positive and value-driven experience.
Proven experience contributing to process optimization and efficiency improvements within a scaling department.
Excellent communication skills, both written and verbal, with the ability to articulate complex ideas and information to internal teams and clients.
A collaborative and team-oriented approach, with the ability to work effectively with cross-functional teams.
Comfortable in a dynamic and evolving work environment, with the ability to adapt to changing priorities and requirements.
Familiarity with project management tools and platforms.
Alignment with Well's mission of advancing the standard of healthcare for everyone, everywhere.

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare. We welcome team members who are passionate about that mission. We embrace diversity and are committed to building an inclusive team.

Well is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. We seek diversity and encourage individuals from underrepresented groups to apply.

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