Implementation Lead - Home Care Partnerships

About the role

You will lead the end-to-end implementation of Chemist2U's integrated medication management platform for new Home Care Provider partnerships, from commercial handover through onboarding, go-live and early stabilisation. You will work closely with Home Care provider organisations, pharmacy operations, product and technology, and internal teams to ensure every new partnership is configured, tested and operationally ready before launch.

Key responsibilities

1. Lead the end-to-end implementation of Chemist2U's SaaS platform for new Home Care Provider partnerships, from commercial handover through to go-live

2. Conduct discovery with new provider partners to understand their operating model, including sites, participant profiles, medication processes, workforce, and technology requirements

3. Develop and manage implementation plans, milestones, dependencies and risk registers for each new partnership

4. Coordinate participant and provider readiness, including onboarding, medication and prescription setup, platform configuration, user access, training and support arrangements

5. Lead go-live readiness assessments and facilitate Go / No-Go decisions in partnership with pharmacy, product and operations teams

6. Coordinate training, user acceptance testing and phased or controlled go-live for provider staff and administrators

7. Lead early post-go-live support (hypercare), tracking issues through to resolution and escalating higher-risk matters promptly

8. Transition stabilised partnerships to the Partner Engagement Lead / Account Management team, with a structured handover and documented lessons learned

9. Maintain accurate implementation records in Asana/HubSpot and report on implementation progress, milestones and metrics

10. Work cross-functionally with pharmacy operations, product, technology, logistics, billing and customer support teams to resolve implementation blockers

11. Identify process improvements and feed learnings back into onboarding playbooks and platform development

What we are looking for:

• 3-5 years of experience in implementation management, project delivery, onboarding, or client/account services roles

• Experience within Home Care, Disability services and healthcare, or SaaS/technology-enabled services is highly desirable

• Proven ability to manage end-to-end implementation projects across multiple internal and external stakeholders and competing priorities

• Strong project management skills, including planning, risk and issue management, and cross-functional coordination without direct reporting authority

• Excellent communication skills, with the ability to translate technical or operational detail into clear guidance for providers and participants

• Highly organised, with the ability to manage multiple implementation streams simultaneously

• Analytical and detail-oriented, with a structured approach to complex, multistep processes A proactive, solutions-driven approach and strong problem-solving capability

• Comfortable working with technology platforms; experience with HubSpot or similar CRM systems and the Microsoft Office Suite

• Australian working rights

• Current National Police Check or willingness to obtain one

Personal Attributes

• Accountable and outcome-focused, taking ownership of implementation outcomes end-to-end.

• Structured and detail-oriented, bringing clarity and discipline to complex situations.

• Collaborative, with excellent interpersonal skills and the ability to build strong relationships across internal teams, pharmacy partners and providers.

• Warm, engaging and personable, bringing positive energy to interactions while maintaining a professional and credible approach.

• Risk-aware, recognising when to escalate operational or safety issues.

• Calm under pressure and persistent, following issues through to resolution.

• Purpose-driven, motivated by making a meaningful impact in healthcare and community care.