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, which focuses on meeting each individual where they are and walking with them side by side as a trusted guide, partner, and first call on their journey to wellness.
firsthand's team members use their lived experience to build trust with these individuals and support them in obtaining socio-economic assistance and in reconnecting to primary and behavioral care. Support like this creates substantial savings for managed care organizations (Medicaid providers) and taxpayers by decreasing inappropriate healthcare utilization. This enables us to build solutions that scale and, as a result, change 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 include being a key stakeholder in client data management, accountability for new market hiring, team preparedness to launch, real estate selection and management. 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 and Business Operations. 
This role will initially report to the Chief People Officer and upon hiring of the company Chief Operating Officer, will ultimately transition to report to that person once they are fully onboarded.

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

You will be a good fit if you:

• Bring exceptional interpersonal and communication skills, especially in working collaboratively with market leaders, Community-based staff and Support team leaders
• Have excellent organizational, project management, and problem-solving skills, with a team-focused and continuous improvement orientation
• Are flexible and adaptable to changing strategies and needs for firsthand, its staff, and our individuals served
• Thrive in working and making decisions with a great deal of autonomy and independence (but know when to collaborate and get inputs!)
• Have experience in tools including Slack, Google Suite and other tools that support asynchronous work
• Thrive on feedback, and enjoy collaborating with and influencing colleagues and leaders
• Are happy working in a fluid, sometimes ambiguous, and rapidly changing environment
• Are comfortable moving forward with imperfect information. You are proactive and don’t let the pursuit of perfect get in the way of getting work done
• Have high humility, low ego, and a desire to learn and solve problems alongside kind and smart colleagues 
• Are regularly able to travel approximately 50% of the time to our Communities and prospective Communities

The preferred experience you bring to this role includes:

• Eight or more years experience in healthcare operations
• Five or more years multi-site operational implementation experien