Head Of Implementation

Job description

We’re Heidi We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s healthcare capacity and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. If you don’t choose easy and you want to build something way bigger than yourself then, choose the challenge, choose Heidi. The Role Heidi's enterprise pipeline has scaled faster than the operating infrastructure behind it. Across every region, independently, the same gap keeps surfacing: a dedicated technical leader who owns the post-sales delivery of a signed contract through to a live, stable deployment. Not a project coordinator. Not an extended CSM. Someone who can sit with a hospital's IT team, sort out their identity environment, get the integration running correctly, and own that outcome. You will build the team, methodology, governance, metrics and cross-functional interfaces required to make implementation a competitive advantage. This role reports into the Head of Program Management, sitting within the Programs function alongside Integrations and Enterprise. What You’ll Do - Own the full technical deployment lifecycle: scope confirmation, environment readiness, configuration, integration, cutover, go-live and stabilisation through to handover to CS - Build the implementation methodology from the ground up - stage gates, readiness criteria, templates, risk controls and executive reporting that work across health system sizes and regions - Run a central portfolio across all the technical components of enterprise deployments above threshold, including: staffing, sequencing, capacity planning, and trade-offs made at the business level - Build and lead the team: Implementation managers and engineering capacity across regions - Own the technical readiness process: get into deals early enough to confirm SSO, integration and environment requirements before they become go-live blockers - Define the interface with Product and Engineering: structured, evidence-based escalations for real product gaps, separated cleanly from deployment configuration - Set the metrics: time to technical onboarding, go-live milestone attainment, activated clinicians, implementation variance across comparable deployments - Recruit, develop and performance-manage a high-agency implementation team across regions If we'd worked together the last 6 weeks, you'd have - Stood up a single portfolio view across multiple concurrent enterprise deployments, spotted capacity conflicts, and made the resourcing call before either became a customer problem - Scoped a complex on-prem deployment end-to-end with a health system's security, IT and procurement teams - requirements confirmed, sign-off timeline agreed, plan in writing before engineering committed a day - Made a build-vs-configure call on an EHR integration request, proved it was a deployment problem not a product gap, and closed it in four days rather than putting it in the roadmap - Run the kickoff for a five-site rollout: executive steering committee in the morning, IT dependency review with the trust's infrastructure team in the afternoon - Hired an Implementation Manager, handed them their first account, and had them running independently inside three weeks because the playbook was actually usable - Proposed a pre-signature checklist with Sales and Solutions Engineering so environment requirements are confirmed before contract, not after What You'll Need - Significant experience building or leading enterprise implementation in healthcare software - health systems, EHR-integrated products, clinical AI, or complex clinical workflow platforms - You've run multi-site deployments involving clinicians, IT, security, procurement, legal and executive sponsors, and done it more than once - You've managed implementation leaders and technical implementation resources, not just delivered projects yourself - Real fluency with enterprise health IT: SSO and identity management, EHR integration patterns, clinical governance and sign-off processes - Executive credibility with CIOs, CMIOs and health system operational leaders - Judgment on the scope boundary: you know when a customer problem is a deployment problem, a configuration problem, or a product problem - and the spine to call it - Comfort building process while simultaneously delivering If you answer 'NO' to these questions, this may not be the job for you - Have you personally turned a chaotic enterprise deployment into a repeatable system? - Do you find the politics of a health system IT environment more interesting than frustrating? - Can you run an executive steering committee and a technical dependency review in the same day without losing altitude? - Are you better at building the machine than running a machine someone else built? - Does the idea of making health systems dramatically easier to work in feel like a worthwhile way to spend the next few years? How we show up - Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism. - Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that. - Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford. - Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander. - Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless. - Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it. Why Heidi? You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt the moral and practical toll of what non-care feels like. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally. Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career. We take care of you We offer healthcare, dental and vision benefits, a 401k with 3% company match, a $700 annual learning and development budget, a $100/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $7,000, four weeks of work from anywhere per year, and serious equity.