Product Implementation Specialist

Digital Product Implementation Specialist

Reports to: Sr. Product Manager, Client Digital Experience
Department: Technology
Location: Remote (with occasional travel)
Employment Type: Full-time

About the Role

National Veterinary Associates (NVA) is looking for a talented Digital Product Implementation Specialist to support our Client Digital Experience and veterinary hospital teams.

This is a key role in scaling our client-facing digital products and capabilities across our 1,000+ hospital locations. This individual will lead the end-to-end planning, onboarding, training, configuration, and rollout process for new digital solutions, ensuring each location is fully prepared for launch and positioned for success.

You’ll partner closely with hospital managers, operations leaders, and cross-functional teams —including product, marketing, technology and support — to guide locations through digital product implementation and adoption. This role combines project management, customer engagement, and hands-on configuration to ensure a seamless launch experience.

Key Responsibilities

·Own the rollout planning process: Develop and execute annual rollout plans across hundreds of hospitals, ensuring smooth deployment and adherence to timelines.

·Lead onboarding and configuration: Manage setup and configuration of digital products for each hospital prior to launch.

·Partner with local teams: Serve as the primary point of contact for hospital managers and staff throughout the onboarding and training process.

·Conduct training and enablement: Deliver training sessions, resources, and best practices to ensure successful adoption by local teams. Create and maintain training materials, including guides, checklists, and quick reference materials to enable successful onboarding and ongoing use.

·Collaborate cross-functionally: Work closely with the product, IT, marketing and operations teams to align implementation activities with business goals.

·Track and communicate progress: Maintain visibility into rollout status by managing a centralized project tracker for hospital onboarding, identify risks or blockers, and communicate updates to stakeholders.

·Collect feedback and insights: Capture learnings from each implementation to inform continuous improvement of processes, tools, and user experience.

·Ensure readiness and success: Validate that each hospital is fully prepared for launch, including configuration, staff readiness, and support coverage.

Qualifications

Required:

·3+ years of experience in digital product implementation, onboarding, or customer success, preferably in a multi-location or SaaS environment.

·Strong project management skills with the ability to manage multiple implementations simultaneously.

·Excellent communication and interpersonal skills; comfortable engaging with field leaders and hospital managers.

·Proven ability to train and support end-users on new tools or digital platforms.

·Detail-oriented and organized, with a proactive approach to problem-solving.

Preferred:

·Experience in healthcare, veterinary, or multi-site service organizations.

·Familiarity with digital product rollouts or CX technologies.

·Comfortable with tools such as Notion, Smartsheet, Jira, etc.

What You’ll Bring

·A passion for digital transformation and operational excellence.

·The ability to simplify complexity and guide others through change.

·A collaborative mindset with a strong customer focus.

·Energy, empathy, and accountability in every interaction.

Success in This Role Means

·Locations are launched on time, fully configured, and hospital teams are confident in using digital tools.

·Training and onboarding experiences are consistent, effective, and scalable.

·Rollouts contribute to measurable improvements in digital adoption and client experience.

Other Expectations:

• Work remotely in the United States, with ability to travel up to 10% of the time.
• Passion and understanding of the human-animal bond.
• Ability to mix great judgment, problem-solving and experience to prioritize, manage risk, and set fast timelines.
• Belief in our non-hierarchical culture of collaboration, transparency, safety and trust.

Why You’ll Love Working Here:

·The people. You’ll be surrounded by talented, supportive, smart, and kind leaders/teams – people you’ll be proud to work with and who also have fun.

·The business. We care deeply for every animal and the people who love them. Our business is built on care, collaboration, integrity and innovation, and our purpose is to give pets and the people who love them more quality years together.

·The opportunity. Your days and projects will offer variety with the opportunity to gain operational, cross-functional, and executive leadership exposure as a trusted internal partner. You’ll have the opportunity to help build and shape the experience for our clients within a growing team and mission-driven industry.

Compensation: The salary range is between $100,000-$115,000.