Process Implementation Manager Jobs in Massachusetts

In the role of Manager within our Systems Implementation team, you will lead a global implementation team to deliver technology solutions that meet client needs and regulatory standards. You will drive delivery excellence through strong operational leadership, clear processes, and the use of defined success measures to track progress and outcomes. Your operational oversight, technical fluency, and ability to translate performance insights into action will enable your team to execute implementation plans effectively and deliver highquality, predictable results for customers.

Wolters Kluwer Health is an established, fast-growing, and innovation-driven healthcare information technology company that delivers trusted clinical technology and evidence-based solutions to support decision-making and improve outcomes across the healthcare ecosystem. Our flagship products include UpToDate, UpToDate Lexidrug, UpToDate Patient Engagement, and Medi-Span.

Location

This role follows a hybrid model, offering the flexibility to work remotely while staying connected with your team. We ask that you join your colleagues 8 days per month, either at a Wolters Kluwer office or during internal/external team events.

Our key Medi-Span office location is in Indianapolis (IN). This role can be based out of Indianapolis, or the Chicago or Boston area.

Essential Duties and Key responsibilities

• Lead and coach the implementation team to deliver technology solutions that meet client needs and regulatory standards.

• Ensure implementation plans remain on schedule and within scope, proactively addressing risks and dependencies.

• Establish and refine team processes and methodologies to improve efficiency, quality, and consistency.

• Oversee governance activities (kickoffs, resource planning, and milestone reviews), ensuring compliance with internal policies and regulatory requirements while using defined success criteria to evaluate progress and risks.

• Provide management-level support for ISO 13485 and Software as a Medical Device regulatory process, including CE Mark MDR, by ensuring required processes, training, documentation, and audit readiness are understood, adopted, and followed within the implementation team.

• Collaborate with Sales, Clinical Advisory, Implementation Services, and Customer Success to ensure effective handoffs, shared understanding of client needs, and coordinated support throughout the implementation process.

• Ensure the team produces clear, comprehensive implementation documentation and provides feedback to improve the clarity and usability of Engineering's technical materials.

• Partner with leadership to optimize resource allocation and scheduling across projects, supporting revenue and resource coordination goals.

• Build and maintain strong relationships with key customers; act as the escalation point for complex issues.

• Define and use implementation performance metrics to assess delivery health, customer outcomes, and process effectiveness, and to inform governance reviews, improvement priorities, and leadership communication.

Other Duties

• Facilitate postimplementation reviews to assess outcomes, capture lessons learned and drive continuous improvement.

• Support team professional development through coaching, career planning, and growth assignments.

• Provide input to Product teams on enhancements and partner with Engineering to ensure real-world installation challenges are understood and addressed in product design and delivery.

• Occasionally step in as an individual contributor to support critical project needs or resolve escalated technical issues.

• Other duties as assigned by manager.

Job Qualifications

Education:

• Bachelor's degree in computer science, Information Technology, Business Administration, Healthcare Informatics, or a related field (or equivalent experience).

Experience:

• 5+ years in a client-facing technology implementation role.

• Minimum 2 years of direct people management experience, including hiring, coaching, and performance management.

• Led a high-performing Implementation team delivering many complex projects in parallel.

• Implemented process improvements and tools that increased efficiency and reduced risk.

• Partnered with cross-functional teams to resolve implementation challenges and improve documentation.

• Built and maintained strong relationships with key accounts to ensure successful delivery and long-term client satisfaction.

Preferred Experience:

• Familiarity with healthcare workflows, protocols, and terminology.

• Experience with healthcare system implementation projects.

What We Value in This Role:

• Execution Excellence: You create the structure, guidance, and support your team needs to deliver projects on time and to quality standards, proactively removing barriers to success.

• Customer Partnership: You build trust with key accounts, anticipate needs, and ensure your team delivers a positive experience throughout implementation.

• Process Improvement Orientation: You champion opportunities to simplify workflows and apply best practices that enhance efficiency and quality, including improving handoffs from Sales.

• Collaborative Influence: You foster alignment and influence Product and Engineering to address implementation challenges and improve solutions, ensuring your team and customers benefit from faster, easier, and higher-quality delivery.

• Clear Communication: You communicate confidently and transparently with key accounts and cross-functional teams, ensuring alignment on priorities, decisions, and expectations.

Travel Requirements

This role includes up to 20% travel, typically amounting to one trip per month (2-3 days each) for customer or team collaboration. Occasional international travel may be required 1-2 times per year, generally for about a week. We strive to keep travel purposeful and balanced with flexibility.

#LI-hybrid

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.