Sr. Manager

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

Portfolio Monitoring & Intervention

• Maintain real-time awareness of the full implementation portfolio; proactively identify early indicators of delay, risk, or customer disengagement before they compound.

• Intervene directly in customer engagements when projects deviate from milestone windows — not as an exception, but as a routine leadership function.

• Require concrete corrective action plans from Project Managers and verify execution; distinguish between agreement and follow-through.

• Escalate and resolve systemic blockers before they materially impact timelines or customer outcomes.

• Operate risk management as a standing operational discipline, not a periodic reporting exercise.

Performance Management & Radical Accountability

• Hold Project Managers to measurable outcomes: milestone adherence, activity quality, customer responsiveness, and forward progress — not project status summaries.

• Conduct frequent execution reviews focused on actions taken and results produced.

• Identify underperformance early and coach, redirect, or course-correct with urgency and specificity.

• Set unambiguous expectations for pace, ownership, and customer guidance; reinforce them consistently.

• Build a team culture where missed milestones produce action plans, not explanations.

Scalable Process & Change Management

• Design and maintain implementation playbooks and operating frameworks that can absorb new markets, new customer segments, and new product features without disrupting in-flight work.

• Lead the integration of new capabilities and platform changes into existing workflows — keeping delivery on track while incorporating new tooling, processes, and requirements.

• Identify where processes are fragile, variable, or dependent on individual heroics; replace them with repeatable, documented standards.

• Build the operating model with scale in mind: processes, documentation, and team structures that grow with the business.

Pattern Recognition & Continuous Improvement

• Analyze portfolio-level trends to identify recurring failure modes, customer friction points, and execution gaps across project stages, customer segments, and platforms.

• Translate findings into targeted process improvements, intervention frameworks, and updated playbooks.

• Drive cross-functional collaboration with Product, Operations, and Client Success to implement structural fixes — not workarounds.

• Bring data and pattern analysis to leadership conversations; advocate for changes grounded in observed evidence, not anecdote.

AI & Operational Automation

• Leverage AI and automation to monitor implementation health signals, surface risk, and recommend next-best actions.

• Automate internal workflows, customer prompts, documentation, and follow-up cadences to reduce manual overhead and execution variability.

• Simplify customer decision-making through guided configuration and intelligent recommendations.

• Partner with Product and Operations to embed automation into the implementation lifecycle as a core operating capability.

Customer Outcomes & Cross-Functional Leadership

• Own implementation outcomes through transition to Client Success, ensuring early lifecycle adoption is set up for success.

• Partner cross-functionally to remove systemic barriers to speed-to-value — escalating product gaps, workflow friction, and data issues with specificity and urgency.

• Serve as the senior escalation point for at-risk implementations; resolve or triage with authority.

• Represent the voice of implementation in product and process conversations; advocate for customers and PMs with evidence.

Team Leadership & Development

• Lead and develop a team of Project Managers (ranging from focused pods of 5 to larger teams of 9–10) across platforms with varying complexity and maturity.

• Develop PMs into decisive, proactive operators who own customer outcomes — not coordinators who track and report.

• Deliver timely, direct feedback — including difficult conversations — without delay; address performance gaps in the moment, not at the next review cycle.

• Manage performance formally and without hesitation when coaching does not produce change; maintain a high bar consistently across the team and follow through on consequences when expectations are not met.

• Hold structured, recurring 1:1s focused on development, not status; build individual growth plans and treat PM development as a standing leadership responsibility.

• Identify high-potential team members and actively invest in paths that build internal capability and retention.

• Model urgency, clarity, and ownership; set the standard for what “good” looks like and make it visible and repeatable.

• Build a team that performs consistently — not one dependent on individual heroics or the manager’s direct involvement.

• Create an environment where accountability and psychological safety coexist: PMs should feel ownership over their outcomes and safe to surface problems and risks early.

Key Performance Outcomes

This role will be evaluated on:

• Reduction in abandoned implementations

• Reduction in churn within 6 months post go-live

• Milestone adherence rates across the full portfolio

• Time-to-go-live and time-to-value by customer segment

• Adoption of standardized, best-practice configurations

• Automation coverage of intervention and follow-up workflows

• Team development: PM tenure, performance trajectory, and internal promotion readiness

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

Travel 10-25%, including overnight travel

Required Education, Experience, Certifications & Skills

Required

• 10+ years of experience in SaaS implementation, onboarding, or customer delivery

• 5+ years managing Project Managers or delivery teams in a SaaS environment — direct team management is required; experience leading an implementation team in SaaS is strongly preferred

• Demonstrated experience managing high-volume, complex project portfolios across multiple customer segments

• Proven track record of holding teams radically accountable to measurable outcomes — not activity

• Demonstrated people leadership depth: structured coaching, direct performance management (including difficult conversations and formal action), and PM development as a deliberate practice

• Experience building or scaling repeatable implementation processes in a high-growth environment

• Demonstrated ability to manage through change: new markets, new product features, shifting priorities, without sacrificing delivery quality

• Strong cross-functional collaboration skills; comfortable advocating for process and product changes at a senior level

• Bachelor’s degree or equivalent experience

Strongly Preferred

• Healthcare or homecare software experience

• Experience managing implementation teams specifically (not just participating in implementations)

• Hands-on use of AI or automation in operational or delivery workflows

• Experience leading teams through market expansion or platform launches

• Track record of improving retention or adoption outcomes through process-level interventions

Core Competencies

• Execution discipline

• Radical accountability — for self and team

• Operational ownership

• Decisiveness under ambiguity

• Risk anticipation and early intervention

• Scalable process design

• Pattern recognition and data-driven management

• Cross-functional influence

• Change management