Senior Director, Implementation

Summary

Join firsthand as a Senior Director, Implementation and spearhead the launch of field operations in new markets. You will be responsible for the success of these new markets within the first 90-120 days post-launch. This role demands managing cross-functional teams, liaising with external partners, and ensuring adherence to firsthand's cultural and performance standards. You will collaborate closely with various internal teams, including State leadership, Data, Growth, People, Business Operations, Finance, Legal/Compliance, Clinical, and Product. The position reports to the SVP, Head of Growth and involves approximately 50% travel. This is a high-impact role requiring strategic and operational expertise in healthcare operations and multi-site implementation.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• Partner with Recruiting to have accountability for new market hiring
• 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
• Partner with market teams to support the procurement of physical office space
• Ensure proper credentialing with the state and plan
• 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

Preferred Qualifications

• Eight or more years experience in healthcare operations
• Five or more years multi-site operational implementation experience in a healthcare-focused business
• Leadership experience in a dynamic early-stage or growth company

Benefits

• Physical and mental health
• Dental
• Vision
• 401(k) with a match
• 16 weeks parental leave for either parent
• 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond)
• A supportive and inclusive culture