Director, Implementation

The posting, as Courier Health wrote it

Courier Health is on a mission to solve one of the biggest and most meaningful opportunities in healthcare: reinvent how people living with chronic and rare diseases are supported.

We are building the future of patient engagement for life sciences companies. Our software is leveraged by biopharma companies to support patients in their complex journey from diagnosis to initiating and remaining on therapy to achieve optimal health outcomes.

Come Build with Us

We're a NYC-based team that believes culture, craft, and customer obsession go hand in hand. We show up for each other the same way we show up for the people we serve. We're an office-first company that values in-person collaboration 4 days per week because we believe the best work happens when you can collaborate and brainstorm together in the same room. If that sounds like your kind of place, we think you'll love it here.

The Opportunity

Courier Health is at an inflection point. We exist to get patients faster, better access to life-saving therapies, and every customer we bring live is another set of patients we reach. We are now signing more programs than any one person can implement, which makes the capacity and quality of the implementation team the real constraint on how fast our mission travels. This role owns that.

Reporting to the Head of Implementation, you will lead and grow a team of Implementation Managers and Associates taking pharma and life sciences clients from kickoff through go-live and hypercare. You're a player-coach: alongside leading the team, you'll play a critical role in our most strategic enterprise launches, because the person setting the standard should stay close to the work.

This is a build job, not a maintenance job. The methodology, the phase gates, the metrics that tell us whether time-to-live is actually improving: most of it is still being written, and you will help write it. If you have run enterprise implementations well and want to turn what you know into a function that outlasts you, this is the seat.

What You'll Build

A team that owns outcomes. You will lead a team of Implementation Managers and Associates running high stakes launches for pharma and life sciences clients. You will set the bar for how we run an engagement, coach to it in weekly one on ones and account reviews, and step into the escalations that need you. Your people should come out of every launch better at the next one.

Launches that land on time, across a portfolio. You own delivery for the whole book, not a single account: scope, timeline, risk, and executive communication across engagements spanning client IT, hub operations, and specialty pharmacy partners. You'll track delivery KPIs including on-time launch rate, implementation CSAT, and project budget management, and make sure every launch hands off cleanly to the Engagement team. Risks surface early and get driven to resolution across internal and external teams. No surprises at go-live.

Deliverables that are clie
[…]
th executive and technical stakeholders alike, and with the people who report to you.

• Comfortable coaching teammates through difficult client conversations and giving direct, specific feedback on client-facing work.
• Comfortable operating with autonomy and ambiguity at an early-stage company.
• Able to travel periodically for on-site client engagements, roughly 10 to 20%.
• Experience working with pharma, life sciences, specialty pharmacy, or healthcare clients.

Bonus points if

• You know patient support programs, hub services, or specialty pharmacy workflows firsthand.
• You have worked with CRM platforms (Salesforce, Veeva) or healthcare interoperability standards.
• You've built or contributed to playbooks, training materials, or onboarding programs for a team.
• You have helped scale an implementation or professional services team at a high-growth health tech or pharma tech company.
• You hold a PMP or equivalent project management certification.

Benefits

• 100% paid employee health benefit options (including medical, dental, and vision)
• 401(k) with employer funded match
• Unlimited Vacation
• Commuter Benefits
• Paid parental leave
• Catered lunch on Fridays
• Wellness stipend

Compensation

The annual salary range for the target level for this role is $170k – $210k + equity + benefits, including medical, dental, and vision. This role is also eligible for performance-based variable compensation. Final compensation will be determined based on a variety of factors including relevant experience, interview performance, and internal equity.
Courier Health is proud to be an Equal Employment Opportunity employer.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.