[Hiring] Director of Implementation @Parachute Health

Role Description

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.
• Responsible for driving team productivity through process mapping and performance tracking.
• Oversee the continuous development of staff through structured training, upskilling, and enablement programs.
• Leadership - 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 - 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.

Qualifications

• 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.

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.