This is a remote position.
ABOUT ICAREMANAGER
iCareManager is a HIPAA-compliant, SOC 2 Type II certified EHR and care management platform serving IDD, assisted living, and human services providers across 30+ states. We have been building technology that improves outcomes for individuals with disabilities since 2011 — and we are accelerating. As we expand our provider base and deepen our AI-powered product capabilities, we are looking for an experienced Director of System Implementations to lead the team that turns new clients into long-term success stories.
ROLE SUMMARY
The Director of System Implementations owns the full implementation lifecycle at iCareManager. You will lead a team of Implementation Specialists, drive operational excellence across all client onboardings, and serve as the connective tissue between our clients and our Product, Engineering, and Customer Success teams. This is a high-impact leadership role where your work directly shapes client outcomes, retention, and company growth.
WHAT YOU'LL DO
Lead and Develop the Team
Manage, coach, and grow a team of Implementation Specialists focused on delivering exceptional client onboarding experiences
Build a culture of accountability, empathy, and continuous improvement
Set clear performance expectations and track metrics that reflect real client outcomes — not just activity
Own Implementation Operations
Oversee all active implementations, ensuring projects are delivered on time, on scope, and to quality standards
Use tools like Asana and Jira to manage workloads, surface risks early, and keep stakeholders aligned
Serve as the escalation point for complex technical and organizational challenges
Review and approve project deliverables including configurations, training plans, and go-live readiness assessments
Drive Client Success During Onboarding
Build strong relationships with new clients from day one, setting clear expectations and maintaining trust throughout the process
Gather structured client feedback and translate it into actionable improvements across both process and product
Champion client engagement through training programs, webinars, and user community initiatives
Improve How We Work
Identify gaps and inefficiencies in the implementation process and lead initiatives to close them
Stay current on DDA, IDD, ALF, and Medicaid billing regulatory requirements — including state-specific billing rules, EVV mandates, and Medicaid program variations across the states we serve — that affect client configurations
Collaborate with Product and Engineering to surface implementation insights that inform the product roadmap
Collaborate Across the Business
Partner with Sales during the pre-sales process — including demos and trade shows — to set accurate expectations and accelerate close
Work with Customer Success to ensure smooth handoffs post-go-live and reduce time-to-value for new clients
Provide regular reporting to leadership on team performance, implementation health, and client satisfaction trends
Requirements
WHAT YOU BRING
Experience
4+ years in a healthcare or human services technology environment, with direct involvement in software implementations or system deployments
4+ years leading teams, with demonstrated ability to develop talent and manage performance in a remote setting
Hands-on experience with EHR, care management, or human services platforms strongly preferred
Familiarity with IDD, ALF, or behavioral health provider workflows — and awareness of Medicaid billing requirements, state-level billing variations, and EVV compliance across multiple states — is a significant plus
Skills
Strong project management fundamentals — you have run complex, multi-stakeholder implementations and know how to keep things on track
Excellent communicator — you can translate technical concepts for non-technical audiences and hold difficult conversations with clients when needed
Analytical mindset — you look at patterns across projects and turn them into process improvements
Comfortable working in a fast-moving, remote-first environment with a high degree of ownership
Education
Bachelor's degree in Business, Healthcare Administration, or a related field required
PMP certification is a plus; Master's degree preferred
WHY JOIN ICAREMANAGER
Work at a company with 15+ years of focused expertise in IDD and human services technology — not a generalist EHR trying to serve everyone
Join at an inflection point: we are expanding our AI capabilities, growing our provider base, and scaling the team
Remote-first culture with a collaborative, mission-driven team
Competitive salary with performance-based bonus opportunities
Medical insurance, 401(k) retirement plan, and paid PTO
Real opportunities for career growth as the company scales
Benefits
401(k) Retirement Plan
Medical Insurance
Paid Vacation and PTO
Performance-Based Bonus Opportunities
Opportunities for Professional Development and Career Growth
Skills Required
- 4+ years in healthcare or human services technology
- 4+ years leading teams in a remote setting
- Experience with EHR, care management platforms
- Bachelor's degree in Business, Healthcare Administration or related field
- PMP certification
What We Do
iCareManager is a cloud-based EHR and service management platform built for IDD providers, assisted living, case management, and human services organizations, offering solutions for long-term care facilities.
