Manager, Technical Implementation

Role Summary The Manager of Technical Implementation owns the build. Every pharmacy that goes live with Lumistry depends on this team to configure, port, integrate, and validate the underlying technology so the customer's first experience works. This role leads the specialists who do that work across all products: porting numbers, building IVRs and texting workflows, migrating data, configuring integrations, and running the centralized intake functions that feed account setup. The right person is technically deep enough to coach the team on hard configuration calls, organized enough to run a deadline-driven build queue, and rigorous enough to insist on quality at the seams. They also lead the cross-training that gets us to a single IVR platform and a single core platform, so building specialists who only know one product is not the goal. What You'll Own Build Execution & Quality. Ensure every implementation across Lumistry One, VOW IVR, Medtel IVR, and any centralized service is built correctly the first time, on schedule, and validated before handoff to the Customer Relationship & PM team. Centralized Functions. Run the centralized onboarding functions of porting, intake, and build as repeatable, measured, and continuously improving operations. Build SLA & Throughput. Define and hold the team to build-stage SLAs. Forecast capacity, balance load across specialists, and surface bottlenecks before they hit the customer. Cross-Training & Platform Consolidation. Operationally lead cross-training and enable product-specialized employees to become platform-agnostic operators ready for product unification and product addition. Sequence the training, track progress, certify competency. Tooling & Automation. Own the configuration and adoption of TaskRay, the AI-assisted intake questionnaire, and the technical handoff artifacts. Identify where automation can replace manual steps and partner with the Director to ship those changes. Quality, Documentation & Knowledge. Maintain the technical playbooks, runbooks, and decision trees the team uses. Own the build-side documentation in HelpJuice and keep it current as products evolve. Team Development. Coach a team of ~7 specialists. Define competency progression for technical roles, run weekly 1:1s, and build the next senior specialists through clear development plans. Cross-Team Coordination. Operate as the technical counterpart to the Manager of Customer Relationship & PM. Coordinate timelines, surface dependency conflicts early, and keep build status visible to PMs in real time so the customer never gets surprised. Escalation & Issue Resolution. Own technical escalations within onboarding. Drive root-cause analysis and feed patterns back into Product, IT, and the Director. How We'll Measure Success Build-stage SLA compliance ≥95% across all products Build defect / rework rate Apply To This Job