Client Implementation Manager, Navigation

ABOUT THE ROLE:

The Implementation Manager is responsible for leading end-to-end client implementations across Rightway's PBM and/or Navigation service lines. This role owns the full lifecycle from kickoff to successful transition into ongoing client success, driving timelines, coordinating cross-functional teams, managing client expectations, and ensuring every implementation is executed with precision and care.

At Rightway, going to the ends of the earth for our members and clients is not aspirational; it is the baseline. As an Implementation Manager, you are often the first real experience a client has with Rightway's services. This entails arriving prepared, engaging in proactive communication, and addressing risks before clients become aware of them. You will collaborate closely with Client Success, Navigation Operations, Service Delivery, Data Engineering, Data Operations, and other internal teams to ensure that every client launch proceeds seamlessly, even if challenges arise.

WHAT YOU’LL DO:

• Own end-to-end project management for multiple concurrent client implementations across PBM and/or Navigation service lines.
• Develop and maintain detailed project plans, milestone-tracking, and change-control procedures.
• Facilitate kickoff meetings, regular status calls, and cross-functional coordination to keep implementations on schedule.
• Manage the transition from implementation state to steady-state client success with thorough handoff documentation.

• Serve as the primary point of contact for clients throughout the implementation phase.
• Set and manage client expectations with clear, proactive communication on project status, risks, and next steps.
• Provide Commercial and Client Success teams with implementation support, including direct coordination with client contacts and third-party vendors.
• Provide ongoing internal stakeholder support as the subject matter expert for implementation, offering best practices and historical context as needed.
• Conduct post-implementation reviews and lessons-learned sessions to drive continuous improvement.

• Proactively identify implementation risks and develop mitigation strategies before they become client-impacting issues.
• Monitor project progress across workstreams and make real-time adjustments to keep timelines intact.
• Escalate and report critical milestones, blockers, and client satisfaction indicators to leadership.

• Document business requirements, project plans, and implementation decisions with a high standard of accuracy.
• Prepare and present clear status reports and performance updates for internal leadership.
• Ensure all implementation artifacts are maintained for compliance, audit, and future reference.

• Set up data integrations with benefit administrators, TPAs, EPOs, carriers, and more
• Work closely with the data and engineering team to improve systems and processes used during the implementation process 
• Provide ongoing internal and external technical support on implementations in-flight and provide historical support as needed

• Actively incorporate AI tools into your daily workflow, from project documentation and status reporting to client communication drafting and data summarization.
• Contribute to Rightway's evolving approach to AI adoption in implementation workflows and share learnings and best practices with the broader team.
• Leverage AI-assisted tools to synthesize complex implementation data, accelerate documentation tasks, and surface risks earlier in the project lifecycle.

WHO YOU ARE:

• Bachelor's degree in Business Administration, Healthcare Management, Information Technology, or a related field (or equivalent experience).
• 2-5 years of project management experience, preferably in healthcare navigation or healthcare IT implementation.
• Strong understanding of PBM and/or healthcare navigation industry practices, workflows, and regulatory considerations.
• Experience working with HR/Benefit Departments, brokers/consultants, TPAs, PEOs, and healthcare carriers
• Strong analytical and problem-solving skills with sharp attention to detail. Must be able to think critically and use internal resources appropriately. 
• Demonstrated ability to manage multiple complex projects simultaneously in a fast-paced environment.
• Excellent communication skills, written and verbal, with the ability to interact confidently with clients, vendors, and senior leadership.
• Proficiency in project management tools such as Smartsheet, Monday.com, Microsoft Project, Jira, Salesforce, or similar platforms.
• Technical proficiency in setting up data feeds and Excel experience is a big plus
• Familiarity with AI productivity tools and a demonstrated interest in incorporating them into operational workflows.

SALARY: $100,000-125,000

Offer amounts for both remote and in office roles are influenced by geographic location.

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. 

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:

1) We are human, first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4) We cultivate grit
Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is Proudly an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.