Manager of Implementations

About Self Bill Pro:

Self Bill Pro is a rapidly growing startup dedicated to solving one of the most persistent challenges in the employee benefits ecosystem: the complexity of monthly benefits billing. We provide a tech-enabled service where our dedicated team leverages proprietary software to eliminate the administrative burdens of manual invoice audits and costly billing errors. Our mission is to streamline this critical operation, freeing up employers, brokers, and carriers to focus on their strategic priorities.

About the Role: $100,000 - $135,000, dependent on experience

The Manager of Implementations is a high-impact position responsible for leading the Implementation Manager team. This role is accountable for the end-to-end delivery of client onboarding, from requirements gathering and EDI data mapping through testing, deployment, and transition to ongoing support. Internally, this leader will build, coach, and scale a high-performing team of Implementation Managers while driving consistency, on-time delivery, and operational excellence.

Reporting to the Director of Operations, this is where hands-on implementation ownership sits. The role sets escalation and quality standards for complex integration challenges while staying close enough to the work to review data mappings and unblock at-risk projects.

The ideal candidate combines strong people leadership, deep EDI and benefits administration fluency, and the project management discipline to keep a high volume of concurrent implementations on track.

This is a remote position.

Team Leadership & Development

• Lead, mentor, and develop a team of Implementation Managers, fostering a high-performance, client-centric culture

• Conduct regular 1:1s, provide feedback, and support career growth and technical skill development

• Manage team capacity, project assignment, and workload distribution across a high volume of concurrent implementations

• Own onboarding and training for new Implementation Managers, including EDI, file format, and platform ramp-up

• Set clear performance expectations and hold the team accountable to delivery timelines and quality standards

Implementation Delivery & Portfolio Oversight

• Maintain visibility into all active implementations, monitoring status, risk, and timeline adherence across the team

• Maintain the team’s technical excellence in EDI standards (including HIPAA 834), API integrations, and benefit administration platforms

• Review and validate EDI data mappings, file specifications, and testing plans ahead of deployment

• Step directly into at-risk implementations to unblock issues and drive them to completion

• Establish and report on delivery metrics, including go-live timeliness, project cycle time, and implementation quality

• Make prioritization and sequencing decisions when client, carrier, and internal timelines compete

Client Experience & Escalation Management

• Serve as the primary escalation point for complex or high-impact implementation issues

• Lead investigations into data, file, and integration problems, driving resolution with urgency and accountability

• Ensure a consistent, high-quality client experience across every implementation

• Act as a trusted advisor to clients, reinforcing confidence in Self Bill Pro throughout onboarding

External Stakeholder & Partner Liaison

• Serve as a key external-facing partner to clients, brokers, insurance carriers, and benefit administration vendors

• Build and maintain strong relationships with carrier and platform contacts tied to active implementations

• Support new and existing partnerships, including coordination on connectivity, file setup, and data exchange processes

• Act as the central point of alignment when an implementation issue spans multiple external parties

Operational Excellence & Process Improvement

• Establish and refine implementation workflows, standards, templates, and best practices

• Own the process design, automation, and tooling roadmap for implementations in partnership with the Director of Operations

• Identify recurring implementation issues and root causes, and implement solutions that reduce rework

• Ensure implementation processes meet HIPAA and carrier and vendor data handling requirements

• Partner with Client Services, Product, and Operations to improve handoffs across the client lifecycle

• Ensure documentation, playbooks, and training materials are maintained and scalable as the team grows

• Drive consistent adoption and effective use of Notion and data mapping tools across the team

Cross-Functional Collaboration

• Partner closely with Client Services, Data Operations, Product, Engineering, and Sales teams to ensure a seamless client experience from sale through steady state

• Provide insight from implementation work to inform product improvements and operational strategy

• Support Sales with scoping and feasibility input on prospective client requirements

• Align internal teams around implementation priorities, timelines, and expectations

Required Qualifications

• 8+ years managing a portfolio of concurrent client-facing projects with both internal and external stakeholders

• 8+ years in a client-facing role, with demonstrated experience independently owning difficult client conversations and resolving escalated issues

• 6+ years of experience directly managing or leading a team, including hiring, performance management, and development

• Experience in employee benefits, insurance operations, or billing processes

• Proven ability to coach and develop team members in a fast-paced environment

• Strong analytical abilities, including comfort analyzing and manipulating data in Microsoft Excel

• Exceptional communication and interpersonal skills, with the ability to translate complex technical concepts for non-technical stakeholders

• Strong organizational and problem-solving skills with a proactive, ownership mindset

• Ability to balance strategic leadership and hands-on execution

Preferred Qualifications

• 5+ years of hands-on EDI and/or API implementation and support experience, preferably within the benefits administration industry, including HIPAA 834 transactions

• Working knowledge of fixed-width file formats and the LDEx XML file format

• Familiarity with common benefit administration platforms (e.g., ADP Workforce Now, Workday, bswift) and insurance carrier systems

• Experience with data mapping and transformation tools

• Experience building or scaling an implementation function in a startup or high-growth environment

• Bachelor’s Degree

Why Join Self Bill Pro:

At Self Bill Pro, you’ll join a collaborative and ambitious team dedicated to transforming outdated processes through smart, scalable technology. If you are a highly motivated individual with a passion for technology and a desire to make a difference in the employee benefits landscape, we encourage you to apply