Senior Director, Implementation

firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health.
firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI.
We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.

The Senior Director, Implementation is responsible for the initial implementation of firsthand’s field operations in new markets. This role will be responsible for the new market’s success across their first 90-120 days post-launch. This role’s primary responsibilities are managing the cross-functional inputs to ensure a successful implementation and liaising with our external partners to align on goals, timing, troubleshoot obstacles and deliver a customer-centric experience.. The Senior Director, Implementation is responsible for ensuring our new markets and team members meet firsthand’s cultural and performance standards, and that each team member is set up to thrive. This role requires close collaboration and partnership with State leadership and firsthand Support team members, particularly within Data, Growth, People, Business Operations, Finance, Legal/Compliance, Clinical and Product. 
This role will report to the SVP, Head of Growth.

As Senior Director, Implementation, you will:

• Prepare for firsthand to successfully enter new markets - strategically and operationally
• Implement a scalable, repeatable implementation process with a focus on speed, efficiency, and performance-driven execution
• Manage newly launched teams for their first 90-120 days post-launch, with accountability for new team success
• Partner with the Growth and Business Operations team to understand unique demographics of each market and ensure we have a scalable, repeatable process for ingesting and employing client data
• Partner closely with Recruiting to have accountability for new market hiring
• Partner closely with Learning & Development and People teams to ensure new team members are well-trained, that team culture is developing well, and that new team members have sign-off to begin providing services
• Identify, secure, and configure physical office space
• Position firsthand operations teams for successful execution by implementing best practices developed in prior markets
• Promote and represent the firsthand culture and brand among both employees and external partners

As Senior Director, Implementation, you will:

• Prepare for firsthand to successfully enter new markets - strategically and operationally
• Implement a scalable, repeatable implementation process with a focus on speed, efficiency, and performance-driven execution
• Partner directly with our Health Plan Partners to understand and manage goals and requirements
• Work cross functionally to ensure all internal functional teams are aligned, on schedule and delighting our partners
• Support newly launched teams for their first 90-120 days post-launch, with accountability for new team success
• As the key point person managing and coordinating the cross-functional efforts for implementation and ensuring timely, efficient and customer-centric delivery you will (among other things):
1) Partner with the Growth and Data teams to understand unique demographics of each market and ensure we have a scalable, repeatable process for ingesting and employing client data 2) Partner with Recruiting to have accountability for new market hiring 3) Partner with Learning & Development and People teams to ensure new team members are well-trained, that team culture is developing well, and that new team members have sign-off to begin providing services 4) Partner with market teams to support the procurement of physical office space 5) Ensure proper credentialing with the state and plan 6) Ensure compliance across implementation activities
• Position firsthand operations teams for successful execution by implementing best practices developed in prior markets
• Promote and represent the firsthand culture and brand among both employees and external partners