Senior Implementation Manager at PHIL

Job description

About PHIL Getting a prescription filled shouldn't be the hardest part of starting treatment. Yet for many patients, it is. PHIL is a Series D health-tech company building the platform that connects patients, prescribers, pharmacies, and pharmaceutical manufacturers so patients can get their medication quickly and affordably. Our digital hub and pharmacy platform handles everything from enrollment and benefits verification to prior authorization, copay support, and home delivery. For manufacturers, that means more patients start therapy and stay on it, plus the commercial insight to keep improving access. We're a dedicated team of people from a wide range of backgrounds, united by a focus on the patient experience. The Role We're hiring a Senior Implementation Manager to lead enterprise client implementations from committed intent through activation and hypercare, so every program launches with no defects reaching HCPs or patients. This is a requirements and delivery-ownership role, not an engineering role: Product and Engineering own the technical build, and you own the requirements that drive it and the accountability that gets each program to launch. As launch volume grows, we need an implementation function that scales through AI-first, automated workflows rather than manual effort and tribal knowledge. You’ll report to the VP of Operational Excellence within Program Delivery in our Program Management Office, and work closely with Product, Engineering, Operations, Sales, and Client Success. What you'll own • Implementation delivery: Run each enterprise program from kickoff through activation and hypercare exit, keeping contract scope, client goals, configuration, and operational readiness aligned. This includes major changes and expansions to existing programs. • Technical requirements: Lead discovery and define what Engineering builds from: integration method (API, SFTP, flat file), file and API specifications, field-level data mapping, validation and error-handling rules, and UAT acceptance criteria. • Operational readiness: Map program rules to prior authorization, benefit verification, fulfillment, pharmacy, and patient support workflows, and deliver SOPs and talk tracks that frontline teams can run without you in the room. • AI and agent-based workflows: Design, build, and deploy workflows that remove repeatable implementation work, such as requirements intake, document generation, data validation, and status reporting, and define what stays human. This is core to the role, not a side project. • The implementation system: Build the playbook, the central source of truth for solution design and workflows, and the KPIs (defect rates, time to launch, per-program resource hours, hypercare duration) that drive improvement as volume grows. What success looks like in your first year By 60 days: You've sat with every internal team that touches a launch, can describe their workflows and what they need from you, and own all in-flight implementations. By 6 months: You have launched new programs with no defects reaching HCPs or patients, a documented implementation playbook is in use, and at least one AI or agent-based workflow you built is in production. By 12 months: Per-program resource hours are trending down while launch volume grows, and the implementation function runs on a system you designed. What you'll bring Our strongest candidates have owned enterprise implementations on the vendor side and bring direct experience in pharmaceutical technology, specialty pharmacy, hub services, or pharmaceutical patient access platforms. This industry experience is required, along with the ability to demonstrate what they personally specified, separate from what Engineering built. • 10+ years of experience in technology-enabled services implementation, including 5+ years of vendor-side ownership of enterprise implementations and direct experience in pharmaceutical technology, specialty pharmacy, hub services, or pharmaceutical patient