Lead Technical Implementation Manager (AI)

Location: Hybrid in New York City, NY or San Francisco, CA, United States. The company is remote-first with meaningful office presence in both cities.

Company

hirify.global is building an AI automation platform for healthcare operations used by health systems, pharmacies, payors, and other healthcare organizations to reduce manual work, administrative burden, and compliance risks.

What you will do

• Manage, coach, and develop the six-person Intake Authorization Technical Customer Success team while remaining hands-on with customers.
• Own a customer portfolio and provide technical guidance on data, integrations, configurations, APIs, healthcare standards, and product behavior.
• Establish standards for technical quality, communication, ownership, responsiveness, triage, investigation, documentation, and escalation.
• Lead technical responses to complex or high-impact customer escalations and coordinate with Account Management, Product, Engineering, Support, and Implementation.
• Manage team capacity, prioritization, customer coverage, resolution speed, escalation trends, technical quality, and team-effectiveness metrics.
• Convert recurring customer challenges into documentation, tooling, automation, training, or product improvements while building a culture of learning, accountability, collaboration, and continuous improvement.

Requirements

• 6+ years of experience in technical customer success, solutions engineering, technical support, integrations, or a related customer-facing technical role.
• 2+ years of direct people management or formal team-lead experience, including coaching technical professionals while remaining hands-on with customers.
• High proficiency in writing and troubleshooting complex SQL queries.
• Experience building, configuring, and troubleshooting API-based integrations using formats such as JSON, XML, or YAML.
• Hands-on experience with healthcare integration standards such as FHIR or HL7.
• Ability to read and troubleshoot code, even when software development is not the primary background.
• Structured root-cause analysis, sound judgment, and experience leading complex customer escalations involving multiple internal teams.
• Ability to explain technical issues clearly to customers, executives, and nontechnical partners.
• Ability to balance customer work, people leadership, and operational responsibilities in a fast-growing environment.

Nice to have

• Experience with prior authorization, medication access, pharmacy operations, or healthcare SaaS.

Culture & Benefits

• Mission-driven environment focused on improving healthcare operations and patient access.
• Flexible hybrid work environment with remote-first practices and office presence in San Francisco and New York.
• Medical, dental, and vision insurance, including participation for family members.
• 401(k) with a company match of 50% of the first 3% contributed, plus equity for every full-time employee.
• Unlimited PTO, paid parental leave, a $100 weekly lunch stipend, a $100 monthly wellness stipend, and $100 monthly commuter benefits for San Francisco and New York employees.