Sr. Implementation Manager

Benefits

Additional Information

About Carrot: Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member's life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries - from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide. Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets - including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review - as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com . Carrot is seeking a Sr. Implementation Manager who serves as the unequivocal owner of the end-to-end implementation experience for our most complex and strategic customers. This role is accountable for driving every aspect of a successful launch - owning the plan, timeline, details and ultimately the customer's confidence in bringing Carrot's benefit to their employees. As a Sr. Implementation Manager, you'll lead customers and key stakeholders through a seamless, highly coordinated onboarding experience that reflects Carrot's commitment to excellence and care. You'll proactively design and manage implementation plans, anticipate challenges before they arise and ensure every milestone and deliverable is executed with precision. Your goal is not just to launch on time, but to deliver an exceptional experience that leaves customers informed, confident, and genuinely excited to launch the Carrot benefit to employees. In this role, you'll partner closely with cross-functional internal teams and external partners, acting as the central point of accountability for implementation success. This includes coordinating dependencies, maintaining rigorous attention to detail, monitoring risk, and developing mitigation plans to keep projects on track. You will communicate clearly and consistently, ensuring stakeholders always understand status, next steps, and potential risks, without needing to ask. Beyond your own book of business, you'll play an active role in shaping how the Implementation team operates and grows. This includes leading process improvement initiatives that drive greater efficiency, consistency, and scalability across the team, as well as contributing to the development and enablement of Implementation team members. We're looking for a strategy-minded, customer-first self-starter who takes pride in ownership and follow-through. You thrive in fast-paced environments, operate with a high degree of accountability, and take initiative to move work forward without waiting for direction. You bring a proactive, detail-oriented approach to your work and are energized by delivering a best-in-class customer experience in support of Carrot's mission of fertility care for all. What You'll Own 💼 In this role, you will: Own the end-to-end implementation of Carrot benefits across industries for multiple new customers and existing customer expansions, with a focus on complex, high-visibility, and enterprise accounts, ensuring alignment with customer goals and Carrot's delivery standards. Define project scope, timelines, and drive to timely completion with a high degree of rigor and precision. Manage project execution, including resource coordination, proactive risk mitigation, and consistent stakeholder communication throughout all phases of the implementation. Maintain detailed project documentation and adhere to processes and procedures. Stay current on product functionality to act as a knowledgeable guide during implementations. Lead and contribute to process improvement and operational scalability initiatives that increase team efficiency, strengthen consistency, and enhance the customer experience as Carrot grows. Support the training and enablement of Implementation team members, sharing knowledge and expertise to support team development and ramp. What Success Looks Like 📈 In your first 12-18 months, you will have: Successfully launched a full portfolio of implementations on time and to a high standard of quality, earning strong CSAT and Customer Pulse scores from new customers. Developed fluency in Carrot's full product suite, internal workflows, and implementation methodology, enabling you to navigate complex customer scenarios with confidence. Built strong cross-functional relationships that allow you to move quickly and effectively on behalf of customers. Contributed meaningfully to at least one process improvem

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