Leads and scales the Implementation function, managing people, strategy, processes, systems, and customer go-lives. Oversees implementations for new and existing customers, develops playbooks and operating metrics, resolves complex configurations, improves automation, and partners cross-functionally with Sales, Customer Success, Support, Product, Engineering, and Data. Coaches Implementation Managers while ensuring successful transitions to Customer Success and scalable delivery as the company grows.

Analyze customer and caregiver data to identify workflow improvements, build dashboards and visualizations, support Customer Success with QBRs and presentations, translate findings into actionable recommendations, and create scalable data processes while advising Product and Engineering.