[Hiring] Digital Delivery Implementation Manager @WebPT

Role Description

The Manager of Digital Delivery leads a team of onshore and offshore implementation specialists and owns the strategy, architecture, and execution of our scaled implementation model. In this highly operational and strategic role, you will develop and maintain the processes that deliver best-in-class digital implementations for new and existing customers purchasing WebPT’s innovative AI-native rehab therapy software platform, so that every customer is set up to see value from day one.

This role is accountable for ensuring digital delivery consistently meets delivery standards, hits quality and timeline goals, and builds trust across the organization. It is a great opportunity for someone who loves building, operating, and iterating: someone who can turn ambiguity into a seamless, repeatable implementation experience at high volume, often with little direction and a blank page. You are comfortable managing details and driving strategy.

What You’ll Be Doing As A Part of Our Team

• Own the Digital Delivery Model
  • Own the strategy and architecture of our scaled implementation model, from intake through go-live.
  • Deliver consistently on high implementation case volume without sacrificing quality.
  • Monitor capacity, workload distribution, and timelines, and proactively address risks before they become delays.
• Build Scalable Process and Program Infrastructure from the Ground Up
  • Build and refine the implementation processes, playbooks, workflows, and program infrastructure without waiting for detailed direction.
  • Set the roadmap: assess the current state, prioritize what matters most, and drive new processes from concept to adoption.
  • Use AI and automation to streamline operations: automating workflows, surfacing insights from data, and finding new ways to scale without sacrificing quality.
  • Identify friction points, bottlenecks, and delivery drop-offs, then design and implement interventions that improve outcomes at scale.
  • Drive experimentation and continuous optimization. You bring solutions, not just problems, and see them through to execution.
• Drive Quality and Performance
  • Define quality standards, checklists, and feedback loops.
  • Define and own metrics and performance outcomes such as cycle time, throughput, quality and defect rates, time to go-live, and customer satisfaction.
  • Reduce coordination burden on the broader organization through clear, repeatable, well-documented systems.
• Lead and Develop the Team
  • Lead a blended onshore and offshore team.
  • Coach, mentor, and grow team members, setting clear expectations, goals, and development paths.
  • Delegate with confidence and build a culture of ownership, accountability, and collaboration across time zones.
• Communicate and Collaborate
  • Own the room: lead team meetings, program reviews, and cross-functional discussions with clarity and confidence.
  • Partner with Product, Support, Customer Success, Sales, and Engineering to keep handoffs smooth and customers well served.

Qualifications

• [5+] years of experience in healthcare technology implementation, including [3+] years managing teams.
• Demonstrated experience leveraging AI to automate manual processes.
• Demonstrated experience building processes, programs, or operating models from the ground up with minimal direction, and taking them from idea to scaled, adopted practice.
• Track record of creating structure in ambiguous, fast-changing environments, including defining the problem, designing the solution, and driving adoption.
• Experience leading onshore and offshore teams.
• Proven success running high-volume, process-driven delivery or migration programs.
• Hands-on experience with RCM and/or EMR implementations or migrations strongly preferred.
• Healthcare SaaS background strongly preferred.

Skills and Attributes

• You are highly organized and detail-oriented, with the ability to manage multiple workstreams without dropping the ball.
• You are a strategic thinker who connects daily execution to broader goals and scale.
• You are a self-starter, creating structure and process out of ambiguity rather than waiting for a blueprint.
• You are a confident leader who communicates clearly with all levels of the organization.
• You are a strong delegator who empowers leaders and holds them accountable with care.
• You are self-sufficient, spotting optimization opportunities and executing the solution.
• You are data-driven and comfortable using metrics to manage performance and guide decisions.
• You are adept with AI and automation and knowledgeable about how to apply them to everyday operations.
• You build trust across locations, time zones, and cultures.

Ideally, You Would Also Have These

• Experience with process improvement methodologies (e.g., Lean, Six Sigma).
• Familiarity with project, workflow, and reporting tools (e.g., Salesforce, Jira).
• Experience building or scaling QA programs or automation in a delivery environment.

Culture is at our Core

• Service: Create Raving Fans
• Accountability: F Up; Own Up
• Attitude: Possess True Grit
• Personality: Be Minty
• Work Ethic: Be Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better
• Resource Efficiency: Do Más With Menos

Company Perks

• Ample Time Off for fun and rest
• Work from nearly anywhere in the US
• Time Off to make an impact through volunteering
• Multiple Employee Resource Groups (ERGs)
• Health, Dental, Vision, 401k, HSA, and many other benefits

Authenticity and Acceptance

At WebPT, we're dedicated to fair and competitive compensation based upon our industry peer benchmarks. While job postings offer a pay range as a general reference, the final offer depends on candidate qualifications and experience. Our aim is to provide equitable compensation that recognizes your unique skills and contributions. During interviews, we'll discuss your qualifications and expectations, striving for a competitive and fair offer. The initial hiring range for this position is: $84,700 - $114,400.