Head Of Implementation

We’re Heidi We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s healthcare capacity and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. If you don’t choose easy and you want to build something way bigger than yourself then, choose the challenge, choose Heidi. The Role Heidi's enterprise pipeline has scaled faster than the operating infrastructure behind it. Across every region, independently, the same gap keeps surfacing: a dedicated technical leader who owns the post-sales delivery of a signed contract through to a live, stable deployment. Not a project coordinator. Not an extended CSM. Someone who can sit with a hospital's IT team, sort out their identity environment, get the integration running correctly, and own that outcome. You will build the team, methodology, governance, metrics and cross-functional interfaces required to make implementation a competitive advantage. This role reports into the Head of Program Management, sitting within the Programs function alongside Integrations and Enterprise.   What You’ll Do - Own the full technical deployment lifecycle: scope confirmation, environment readiness, configuration, integration, cutover, go-live and stabilisation through to handover to CS - Build the implementation methodology from the ground up - stage gates, readiness criteria, templates, risk controls and executive reporting that work across health system sizes and regions - Run a central portfolio across all the technical components of enterprise deployments above threshold, including: staffing, sequencing, capacity planning, and trade-offs made at the business level - Build and lead the team: Implementation managers and engineering capacity across regions - Own the technical readiness process: get into deals early enough to confirm SSO, integration and environment requirements before they become go-live blockers - Define the interface with Product and Engineering: structured, evidence-based escalations for real product gaps, separated cleanly from deployment configuration - Set the metrics: time to technical onboarding, go-live milestone attainment, activated clinicians, implementation variance across comparable deployments - Recruit, develop and performance-manage a high-agency implementation team across regions If we'd worked together the last 6 weeks, you'd have - Stood up a single portfolio view across multiple concurrent enterprise deployments, spotted capacity conflicts, and made the resourcing call before either became a customer problem - Scoped a complex on-prem deployment end-to-end with a health system's security, IT and procurement teams - requirements confirmed, sign-off timeline agreed, plan in writing before engineering committed a day - Made a build-vs-configure call on an EHR integration request, proved it was a deployment problem not a product gap, and closed it in four days rather than putting it in the roadmap - Run the kickoff for a five-site rollout: executive steering committee in the morning, IT dependency review with the trust's infrastructure team in the afternoon - Hired an Implementation Manager, handed them their first account, and had them running independently inside three weeks because the playbook was actually usable - Proposed a pre