Implementation Project Manager (6 Month Temp/Fixed Term)

About League Founded in 2014, League is a platform technology company powering next-generation healthcare consumer experiences. Payers, providers, consumer health partners and employers build on League’s healthcare CX platform to deliver high-engagement, personalized healthcare experiences people love. League recently announced a $95 million funding round led by TDM Growth Partners, backer of breakthrough platforms Square, Twilio and Slack, bringing the total funding to $220 million. League is also among Deloitte’s Technology Fast 500, CB Insights’ Digital Health 150 and was named the Next Healthtech Unicorn by Accenture, among many other acknowledgements.

Position Summary

As Implementation Project Manager, you are responsible for managing multiple concurrent projects and/workstreams in a complex program to facilitate an efficient and successful product implementation and customer onboarding process, with minimal support and supervision.

Your main objective is to proactively and strategically manage new customer implementations, creating end-to-end project plans, facilitating the execution of deliverables, keeping stakeholders informed of status and risks, coordinating actions with internal departments to fulfill client needs, and tracking progress against plan. It is vital to have strong customer facing communication skills and an ability to identify and escalate barriers to project success.

In this role, you will:

Act as a strategic and trustworthy partner between your client and League during the onboarding process
Accountable for the creation and management of one or more project plans, status reports, and risk and issue logs
Manage program calendar and meeting schedule to track towards timely execution of implementation
Collaborate with a cross functional team, during a project to inform various stakeholders of upcoming tasks, project status and escalating issues when necessary
Demonstrate the ability to motivate and guide internal teams to deliver according to plan, including but not limited to:

Marketing and Communication teams in regards to communications and engagement strategy
Product and Engineering teams for discovery meetings and delivering to customer requirements
Operation teams to ensure proper processes are in place post launch

Lead client discussions on implementation and/or project activities
Demonstrate core problem solving skills in ambiguous situations to deliver a successful implementation and onboarding
Support change control processes and governance meetings to ensure alignment and integrity of the project scope and timeline
Proactively reach out to clients & decision makers to manage expectations and drive accountability
Manage time-tracking and document control process throughout implementation phases
Capture ongoing and post-onboarding customer feedback, and initiate CSAT survey to contribute to Implementation Team’s ongoing process enhancements
Foster referenceable clients who are openly willing to speak about their onboarding experience
Project management best practices and apply tools and processes per internal standard
Partner up with Delivery Lead to communicate and escalate barriers to ensure project success
Support internal initiatives to develop or improve documentation and processes that contribute to League’s delivery model

Desired Outcomes

Quality and timely execution of implementation projects
NPS / CSAT for client onboarding and ongoing activities

Preferred Qualifications

Minimum 5 years in a high-performance account management / implementation capacity
2+ years of project management experience preferred
Bachelor’s degree or equivalent
Experience in the healthcare, benefits or technology preferred

Attributes / Characteristics

General

Comfortable operating within a dynamic work environment and executing in situations where some unknowns exist
Excited about League’s mission of empowering people to live healthier and happier lives.
Enthusiastic about constant learning and self-improvement

Communication / stakeholder management

Communicate clearly and regularly between Sales, Product, Customer Success, Customer Care, and other necessary teams to ensure clarity on customer expectations for delivery
Effective at articulating complex information in an easy to understand way
Excellent communication skills (written and verbal) and the ability to persuade and influence others
Comfortable leading conversations and building quick rapport with business and IT leaders. You’re equally at home speaking with Directors, Managers, and Administrative Assistants.
Comfortable leading live and virtual training sessions with large groups of people
Able to appropriately set and reset expectations with stakeholders

Project Management

Significant project management experience on complex projects lasting 2+ months
Ability to handle aggressive deadlines, work cross-functionally, and prioritize work in a fast-paced environment
Effective at motivating and communicating the delivery expectations for other internal and external teams

Technical

Working understanding of the healthcare systems and the engagement of members and patients
Strong understanding of the needs of a Business / IT / Executive involved in onboarding

Flexibility

Able to ramp up quickly on new subject matters
Active listening skills and naturally curious about new topics

Security-Related Responsibilities

Compliance with Information Security Policies
Ensure access management is performed in compliance with the employee’s role and responsibilities
Responsibility and accountability for executing League’s policies and procedures within the department/ team
Notification of HR, Legal, Compliance & Security of any incidents, breaches or policy violations

CANADA APPLICANTS ONLY: The Canada-specific compensation range below for this full-time position is exclusive of bonus, equity and benefits. This range reflects the minimum and maximum target for base salaries for the position across all Canadian locations. Where in the band you may land is determined by job-related skills/experience and location. Your recruiter can share more about the specific salary range for your location during the hiring process.

Compensation range for Canada applicants only$94,400—$141,500 CADAt League, everyone is welcome. We believe individuals should not be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you are an individual in need of assistance at any time during our recruitment process, please contact us at [email protected].

Our Application Process: Applying to a role you love can be exhausting, and understanding the next steps can feel vague and uncertain. You have done the hard part of submitting your application; let’s do ours by sharing potential next steps
You should receive a confirmation email after submitting your application.
A recruiter (not a computer) reviews all applications at League.
If we see alignment with League’s needs, a recruiter will reach out to learn more about your goals. The recruiter will also share the team-specific interview process depending on the roles you are exploring.
The final step is an offer, which we hope you will accept!
Prior to joining us, we conduct reference and background checks. Additional checks could be required for US Candidates, depending on the role you are exploring.
Here are some additional resources to learn more about League:
Learn about our platform, leadership team and partners
Highmark Health, Google Cloud, League: new digital front door to seamless care
Former Providence President and Workday EVP of Corporate Strategy join League Board of Directors
League raises $95 million USD in Series C to build world’s leading healthcare CX platform
Forbes x League: The Platformization Of Healthcare Is Here
Fast Company x League: If we want better innovations in healthtech, we need more competition

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Originally posted on Himalayas

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Implementation Project Manager, Implementation Manager, Implementation Consultant, Technical Implementations Manager, Project Manager 

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