Implementation Specialist

Our mission is to build a healthier and more connected world with precision health and genealogy services. We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.

All employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role. This is how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.

We are seeking an experienced and customer-obsessed Implementation Specialist to lead our B2B customer support function. The Implementation Specialists owns the complete technical lifecycle of client accounts—from initial pre-sales operational scoping through system integration and ongoing platform upgrades. Situated within Technical Operations, this role serves as the essential bridge between commercial promises and operational execution. They ensure all proposed client workflows are technically feasible across 3PL, laboratory, and delivery logistics, while directly leading external onboarding, portal setups, and mid-lifecycle system switchovers. This hybrid role requires strong leadership, organization, communication, and problem-solving skills, along with a deep understanding of service delivery in a scientific or laboratory services environment. This will be a hybrid role with a work schedule of Monday through Friday, 9:00 AM – 5:00 PM.

• Design, map, and validate end-to-end operational and technical workflows spanning 3PL setup, laboratory processing, and delivery+ prior to contract execution.

• Collaborate with the Commercial team and Outside Sales to vet technical requirements, API capabilities, and operational boundaries for prospective deals.

• Direct the client-side onboarding process, including user interface training, portal setup, and API integration steps.

• Serve as primary project lead for mid-lifecycle account changes, including product switchovers, system upgrades, and custom technology enhancements.

• Coordinate directly with Data Engineering, Lab, Commercial, and 3PL departments to maintain go-live schedules and technical performance.

• Proven familiarity with web portal configurations, CRMs, API integrations, and technical data workflows.
• Knowledge of 3PL, laboratory operations, API integrations, and delivery workflows.
• Strong project management skills with a track record of driving cross-departmental teams (Data Engineering, Lab, Operations) to meet strict project deadlines.
• Exceptional ability to translate complex technical specifications into clear, actionable steps for non-technical stakeholders and client teams.
• Proven familiarity with web portal configurations, CRMs, API integrations, and technical data workflows.
• Knowledge of 3PL, laboratory operations, API integrations, and delivery workflows.
• Strong project management skills with a track record of driving cross-departmental teams (Data Engineering, Lab, Operations) to meet strict project deadlines.
• Exceptional ability to translate complex technical specifications into clear, actionable steps for non-technical stakeholders and client teams.

• Experience: 4+ years of experience in technical sales engineering, solutions architecture, or technical project management, ideally within a reference laboratory, biotech, or SaaS environment.

• Bachelor’s degree in Project Management, Business Administration, Systems Engineering, Computer Science, Life Sciences, or a related technical discipline.