Director of Product, Implementation & Support

R1 is thrilled to introduce R37 committed to transforming healthcare financial performance so providers can focus on delivering exceptional care. R37 is pioneering an AI-driven approach to revolutionize revenue cycle management. Today we serve 95 of the top 100 hospital systems in the US and R37 will serve as the AI platform layer delivering results for our customers. Joining R37 offers the dynamic energy of a startup, backed by solid revenue, clear business value, and strong investment support.  

As our Implementation and Support Director you will lead the entire client implementation lifecycle and support operations for our AI-driven revenue cycle technology. You will build and manage teams across data operations, solution architecture, and technical implementation while establishing the foundational processes that will scale as we grow. This role requires both strategic leadership and hands-on execution as we transform how healthcare organizations optimize their financial performance. To thrive in this role, you must be a strong leader who can balance client delivery excellence with team building and operational scaling. 

Here's what you will experience working as Implementation and Support Director: 

• Own implementation excellence: Accountable for the entire cycle time from SOW to Go-Live, managing all aspects of technical implementation including data operations analysts, solution architects, technical implementation specialists, and project managers as the team grows. 

• Drive technical readiness: Ensure data quality, integration, and system configuration are working properly to power our technology, serving as the technical counterpart to our onsite operational adoption teams. 

• Build and scale operations: Develop implementation and support documentation, processes, and playbooks while serving as interim project manager for client implementations until dedicated project managers are hired. 

• Partner with field teams: Work closely with our onsite operational teams who ensure our technology is working effectively, providing the technical backbone while they drive user adoption and process optimization at the client site. 

• Lead support operations: Oversee all client support activities including user provisioning, client intake management, support desk operations, and ensuring SLA/KPI achievement while building the support team from the ground up. 

• Data-driven leadership: Track and present key metrics across your portfolio to various stakeholders (internal/external, operational/executive), maintaining accountability for all implementation metrics and client success KPIs. 

Required Skills: 

• 8+ years of experience in implementation, professional services, or customer success roles with at least 3 years in leadership positions 

• Experience building and managing technical implementation teams (data analysts, solution architects, technical implementation specialists, application support analysts) 

• Track record of establishing operational processes and documentation from scratch in fast-growth environments 

• Required healthcare technology experience with understanding of healthcare implementations and support requirements 

• Excellence in stakeholder management with ability to communicate effectively with client executives, technical teams, and field operations teams 

• Strong analytical skills with experience tracking and improving implementation metrics, SLAs, and client satisfaction KPIs 

• Experience with healthcare technology implementations or RCM systems 

It's a plus if you bring: 

• Experience in healthcare or Revenue Cycle Management (RCM) or interest in making the US healthcare system more efficient