Implementation Manager
Leads customer implementations for mid-market employers adopting ICHRA benefits, managing project plans, integrations, enrollment readiness, training, and cross-functional handoffs. Requires strong project management, customer communication, process discipline, and comfort with data integrations.
About the job
Responsibilities
- Own implementations from pre-sale planning through launch and post-implementation handoff.
- Build and manage project plans, timelines, milestones, dependencies, and escalation paths.
- Lead customers through the operational and organizational changes required to adopt an ICHRA (CHOICE).
- Educate and train employers and plan administrators.
- Develop enrollment strategies and employee communication plans tailored to each employer’s workforce.
- Coordinate enrollment readiness, including eligibility data, payroll inputs, integrations, testing, and issue resolution.
- Partner with Field Account Managers to deliver a coordinated implementation experience.
- Collaborate with Sales before handoff to validate scope, surface risks, and set expectations.
- Work with Account Management after launch to ensure a seamless transition.
- Coordinate across Product, Operations, Support, and Compliance teams.
- Identify recurring friction points and improve scalable implementation processes.
Requirements
- Experience leading customer implementations, onboarding programs, change-management initiatives, or similarly complex projects.
- Strong project and process management skills.
- Excellent customer communication, facilitation, education, and training skills.
- Ability to translate unfamiliar or technical concepts into clear, practical guidance.
- Comfort working with customer data, file transfers, system integrations, and technical partners.
- Sound judgment, risk anticipation, prioritization, and escalation skills.
- Confidence working cross-functionally and influencing without direct authority.
Nice-to-haves
- Interest in developing expertise in ICHRA (CHOICE) and the benefits industry.
- Experience in benefits, HR technology, payroll, or healthcare.
Compensation
- Estimated annual compensation: $95,000–$120,000 USD.
Skills
Project Management, Process Management, Change Management, Customer Onboarding, Customer Training, Data Integrations, File Transfers, Payroll Systems, Eligibility Data, Risk Management, Cross-Functional Collaboration, Ichra
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