Implicity is seeking a dynamic, experienced, and highly entrepreneurial Lead Service Manager to spearhead the creation and development of our new service division. This is a ground-floor opportunity to define the strategy, build the infrastructure, launch innovative medical services offerings (like monitoring for disconnected patients), and ultimately lead all service operations for Implicity.
Initially reporting to the Head of Customer Success, this role is envisioned to quickly evolve into leading an independent entity. If you are a builder, a leader, and passionate about creating impactful services within the cardiac health tech space, this role is for you.
Key Responsibilities:
● Build & Strategize: Define the scope, strategic direction, operational blueprint and roadmap for continuous improvement of a new portfolio of services for physicians and patients complementing Implicity's core platform offerings.
● Launch Medical Services: Lead the design, development, and successful launch of new value-added service offerings creating value for physicians and patients. an initial focus on initiatives like services for hard to reach patients (offline patients, disabled or complex patients). Determine and implement the optimal delivery model (internalized teams, external partners / self-employed professionals, or hybrid).
● Manage & Integrate: Assume leadership and operational responsibility for our existing service lines (e.g., Nurse Heart Failure support, Billing services), ensuring seamless integration with our technology, outstanding quality for patients and doctors from onboarding and integration in the medical practice to chronic care and alert management with the prescribers.
● Lead & Develop: Build, manage, and mentor a high-performing service team including nurses and other professionals as the entity grows. Foster a culture of excellence, patients and physicians-centricity, and continuous improvement aligned with Implicity's values.
● Coordinate & Collaborate: Work closely with cross-functional teams at Implicity, including Product Development, Sales, Marketing, Customer Success, Data Science, and R&D, to ensure service offerings are aligned with market needs, platform capabilities, and company objectives.
● Operational Excellence: Establish KPIs, monitor service performance, manage budgets, and implement processes to optimize efficiency, quality, and satisfaction for both clinical users and patients.
● Project Management: Effectively manage multiple service development and operational projects simultaneously, ensuring timely delivery within scope and budget.
This is a pivotal role with high visibility and potential for direct impact on company success and patient lives. It is a unique opportunity to be a foundational leader in a new strategic venture at Implicity.
