About hellocare

hellocare is a leader in AI-assisted virtual care delivery, offering an integrated platform that combines advanced software, proprietary hardware, and powerful AI to transform the way healthcare is delivered across hospitals, home care, and primary care settings.

Our comprehensive platform supports Virtual Nursing, Virtual Patient Observation (Sitting), Telehealth, and Patient Engagement—alongside digital whiteboards, room signage, remote patient monitoring (RPM), and AI-powered clinical workflow automation. Our AI-driven fall prevention and detection capabilities are setting new standards for inpatient safety.

Following our recently announced $47 million growth round, backed by leading health systems , hellocare is in hypergrowth mode and scaling rapidly across the U.S. to meet rising demand for smarter, more efficient care delivery models.

We’re on a mission to bridge healthcare and technology to ensure care is accessible, scalable, and efficient—for both providers and patients.

Role Overview:

As the Director of Product Implementation you will spearhead the implementation of hellocare's virtual care delivery platform across various health systems. This senior role, reporting directly to the CEO and Founder, is pivotal in ensuring the success of our deployments and ongoing support. You will be responsible for overseeing the entire service delivery process, from pre-sales engagement through to deployment and continuous client support. This is a high-impact, individual contributor role with potential for team leadership as the organization expands.

The Director of Product Implementation will be responsible for driving the customer handoff from Sales to ensure an on-time revenue-live project.

* Project management of the onboarding and implementation for individual clients, consuming customer workflows, setting clients up for a successful partnership, and accelerating their “revenue-live” status

* Support pre-sales efforts and activities at existing customers and new prospects

* Orchestrate post-sale alignment of appropriate resources to support implementation activities from customer kick-off to production and revenue-live

* Manage both technical and business owners relationship escalations from the client onboarding phase, ensuring appropriate and proactive client communications setting realistic expectations

* Identify and document customers’ requirements and critical success factors

* Partner closely with the Sales, Engineering, and our Training and Support teams to ensure the successful transition of clients post-sale, to and through launch

* Measure the effectiveness of the implementation processes; refine operational metrics for the team, create reporting and review cadences, provide status updates to the executive team and evolve our current processes to scale us in rapid growth

* Cultivate open communication with customers and business partners in an effort to identify opportunities to improve processes and methodologies

* Design and continually improve processes for delivery, including materials and tools that enhance efficiency and customer experience during onboarding

* Identify, define and execute opportunities for improvement and recommend alternative solutions to process inefficiencies

Key responsibilities:

* Lead and manage the implementation and delivery processes, responsible for the deployment and ongoing support of hellocare’s solutions

* Collaborate with the sales team to ensure successful pre-sales engagement, and to understand client requirements and expectations

* Manage implementation activities; track and measure KPIs, project milestones, onboarding tasks, and advocate for Anvl client

* Develop and maintain strong relationships with key clients, including regular communication and status updates

* Develop and implement service and delivery processes, including pre-sales, deployment, and ongoing support, to ensure successful and efficient delivery of services to clients

* Identify, evaluate and implement new tools, technologies and processes that can enhance the delivery and support of the services.

* Ensure compliance with industry regulations and standards related to the delivery and support of telehealth services

* Act as the primary point of contact for service and delivery issues, and work with other teams to resolve any issues that arise

* Provide regular reports to the executive leadership on service and delivery performance and client satisfaction

* Ensure proper documentation and tracking of all service and delivery-related activities, and maintain accurate and up-to-date client records

* Collaborate with other teams within the company, such as product development and research and development, to gather feedback and input on client needs and requirements, and to incorporate this feedback into the service and delivery processes

* Develop customer retention strategies to ensure high levels of customer satisfaction and to minimize churn.

Your Profile:

* 8+ years of experience in a product implementation and delivery role, with a proven track record of successfully leading service and delivery teams in a technology or healthcare industry.

* Strong experience in service and delivery management, with a deep understanding of service delivery processes and best practices.

* Strong understanding of telehealth industry, regulations and standards.

* Strong relationship-building skills and the ability to effectively communicate and collaborate with clients, internal teams, and external stakeholders

* Excellent problem-solving skills, with the ability to quickly identify and resolve issues as they arise

* Strong leadership and management skills, with the ability to lead and motivate a team of service and delivery professionals

* Bachelor's degree in a related field, such as healthcare administration, business administration, or technology management. An advanced degree is a plus.

* Strong project management skills and ability to lead multiple projects simultaneously.

What's in it for you?

* Competitive salary.

* Health insurance and other benefits.

* Awesome Team culture.

* Opportunity to work with cutting-edge technology in the healthcare industry.

* Dynamic and supportive work environment.

More about hellocare

https://hellocare.ai/

Director of Product Implementation

Full Description