Director of Agent Product Management, Health Systems

- Personally lead Assort's most strategic and complex health-system implementations end-to-end - multi-service-line, multi-site rollouts across large provider organizations and IDNs - including navigating the customer's IT, security, and procurement processes

- Build and lead the health-system implementation team - hire, develop, and coach APMs, and own the hiring bar, team structure, and career development as the function scales

- Set the standard and build the playbook for how Assort implements at health systems - scoping methodology, best practices, and tooling - in an early, fast-evolving motion

- Own team-wide launch performance for the health-system portfolio (time-to-launch, agent performance); proactively identify and remove systemic execution risks before they escalate

- Serve as the executive relationship owner for flagship health-system accounts, engaging CIO, CMIO, VP Patient Access, and Revenue Cycle leaders directly

- Partner as a key stakeholder in cross-functional leadership forums (Product, Eng, Ops, Sales), translating implementation insight into roadmap priorities and go-to-market positioning

- Own the analytics and reporting strategy for the portfolio; tie decisions to access KPIs (abandonment, hold time, conversion, staffing capacity) and present portfolio-level intelligence to senior leadership

- 8-12 years in Consulting, Implementation, or Delivery, including direct experience leading implementations at large health systems or IDNs

- Direct experience implementing SaaS / enterprise software at large health systems or IDNs - having personally owned deployments end-to-end through IT, security, and procurement (required)

- Has implemented software within an Epic environment at scale - deep, hands-on Epic integration experience across large deployments (required)

- Multi-workstream program management - runs multiple parallel workstreams and cross-team dependencies across a large enterprise implementation without losing the thread

- People-management experience - has built, managed, and developed implementation, delivery, or CS teams

- Player-coach orientation - eager to personally own the hardest implementations while leading and developing a team (this role does both; today's Leads solely manage and oversee)

- Executive presence - credibly engages VP/C-suite health-system stakeholders and leads outcome-based conversations

- Strong analytical strategy skills: defines what metrics matter, synthesizes portfolio-level insight, and presents to senior leadership

- Demonstrated ability to build processes, systems, and playbooks from scratch, not just execute defined ones

- Experience navigating enterprise IT governance - security reviews, integration testing, and change control

- Familiarity with structured change management frameworks (e.g., Prosci / ADKAR) for driving adoption across large provider organizations

- Experience navigating AI governance - model risk, clinical safety, and responsible-AI review within healthcare organizations

- Ruthless prioritization across a team portfolio and a personal implementation load; comfortable with long enterprise timelines while sustaining urgency

- High adaptability and ability to perform under pressure in a fast-paced, rapidly changing environment

- Passion for helping healthcare organizations and colleagues

- Prior experience in patient access, scheduling, contact center, or digital front door domains

- Familiarity with additional EHR systems (Oracle Health/Cerner, Athena, NextGen, ECW) and contact-center / VOIP platforms (Genesys, NICE, Five9, Cisco, RingCentral, Twilio)

- Experience building or managing internal tooling (dashboards, ticket systems, reporting infrastructure)

- PMP or equivalent program / project management certification (nice to have, not required)

- Willingness to travel for team offsites and customer onsite sessions