Implementation Manager - Uber Health

London - Hyrbrid 

About the Role 

Uber Health is transforming how people access care through reliable, scalable, and patient-centric mobility and delivery solutions. As we expand globally the UK, and EMEA, represents one of our most strategic and complex regions, with healthcare and wider subsidised transport ecosystems that require localized operations, thoughtful customer engagement, and deep cross-functional alignment.

The Implementation Manager owns the end to end client and product launch experience, and plays a pivotal role in driving revenue and product performance. This role requires strong discovery, executive-level communication, and the ability to navigate multi-stakeholder cross-functional groups within our client base, and Uber’s internal teams, to catalyze action and sustained growth of Uber Health. You will own large, high value accounts post sale to ensure strong adoption and performance of the Uber Health product suite. You will also work on cross-functional initiatives to unlock new products, and markets, for future sales.

Working under the Head of Operations and Customer Success, the primary focus will be designing and streamlining high touch launches for national health systems, insurance providers, government tenders, and social care programs, as we invest in further growth within the UK, you may be expected to provide support to other European markets. 

This requires a combination of consultative solutions and project management to drive adoption of product features specific to client use cases and needs, inclusive of API integrations. Implementation Managers create alignment across internal and external functional teams and fully understand the levers that drive key performance metrics. They are expected to understand the healthcare industry and the client's business models to create operational efficiency and ensure the shortest time from sale to high quality execution.

Travel across Europe may be required for onsite relationship building and launch management.

What You'll Do

1. Drive comprehensive discovery with partners to understand and align the Uber Health product suite and best practices to customer specific operational workflows  
2. Manage the technical configuration and activation of client accounts working with external & internal stakeholders to optimize for customer experience and impact.
3. Collaborate cross-functionally to design and launch new products and features that help unlock new use cases for UberHealth or help drive adoption of existing solutions.
4. Develop and deliver comprehensive program-specific resources, including training decks, coordinator overviews, and client-facing communications to ensure program readiness and minimize time to launch. 
5. Proactively monitor post-launch adoption rates and utilization metrics against initial forecasts, escalating utilization barriers to relevant stakeholders to ensure revenue targets are met. 
6. Derive qualitative and quantitative insights, leveraging direct customer stories, user feedback and data trends to inform near and long term opportunities to increase client and product impact  
7. Represent the voice of customer to make informed recommendations to Product, Sales, Marketing, Operations and Support on how to improve the customer experience using Uber Health products  
8. Achieve operational excellence by iterating and improving on playbooks, internal tools and resources, and cross-functional & internal processes
9. Work across partners to help unlock new opportunities or markets in the EMEA region.

What You'll have

• Bachelor’s Degree 
• Minimum 5 years of relevant work experience 
• Demonstrated ability to lead B2B implementations, specifically managing cross-functional dependencies across client teams (e.g., Finance, IT, Operations) and internal teams (e.g., Product, Sales, Support). 
• Strong use of insights and confidence around data-driven decision making 
• Project Management, Program Management, or Implementation experience with customer facing experience

Preferred Qualifications

• Proficiency in tech platform configurations, and willingness to learn technical API integrations to drive customer adoption at scale  
• Proven track record of operational excellence, developing strategies and implementing them effectively 
• Ability to problem solve, adapt, and grow quickly 
• Excellent written & verbal communication and interpersonal skills 
• Excellent organization, project management, and time management skills. Builder mentality