Manager, Technical Implementation

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 <5% (work that has to be redone after handoff)
• Cross-training completion: 80% of team certified on a second platform within 12 months
• Capacity forecast accuracy ±10% against actuals on a rolling 90-day basis
• Team retention and engagement above company benchmark, * Accountable - Owns build SLA, build quality, and team throughput. Holds the line on standards and owns it when something misses.
• Customer Focused - Translates technical execution into pharmacy time-to-value. Remembers there’s a customer waiting at the end of every Smartsheet row.
• Team Player - Coordinates seamlessly with the Manager of Customer Rel & PM. The handoff between build and customer-facing PM is invisible to the customer because this manager makes it so.
• Curious - Looks for automation, tooling, and process improvements continuously. Brings ideas, not just problems.
• Driven - Delivers on cross-training and platform consolidation. Doesn’t let “we’ve always done it this way” slow the migration down.

Do you have experience in Training & development?, * 5+ years in technical implementation, professional services, or onboarding-build roles in a B2B SaaS or technology environment

• 2+ years managing a technical or implementation team (you’ve run the queue, the 1:1s, and the development conversations)
• Hands-on technical fluency. You don’t have to do the build yourself, but you can read it, audit it, and coach the team through hard calls
• Demonstrated success running a deadline-driven team against published SLAs without burning the team out
• Comfortable in Salesforce, a PM tool like TaskRay or Smartsheet, and the operational side of telephony/IVR or web infrastructure
• Proven ability to design and run cross-training programs moving specialists into generalists without losing depth
• Documentation and process discipline. You write things down, and your team uses what you write, * Direct experience with IVR / telecom configuration, number porting, or pharmacy management system integrations
• Background in a multi-product organization or a post-acquisition integration
• Familiarity with TaskRay specifically
• EOS or similar operating-discipline exposure

Lumistry serves over 9,000 pharmacies globally, helping them transform their businesses to improve adherence, reduce operating costs and increase revenue. We offer a collection of solutions purpose-built for pharmacies, enabling our customers to engage with their patients, consolidate vendors, improve patient health literacy, automate tasks and initiate online scheduling for programs and services. For more information, visit lumistry.com.