Sr. Manager, Provider Implementation

Job description

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. We are seeking a Senior Manager, Provider Implementation to own end-to-end delivery outcomes for a team of Project Managers responsible for onboarding SMB, mid-market, and enterprise agencies across our agency management platforms. This role carries both execution authority and strategic ownership — the Senior Manager is expected to run a high-performing team today while simultaneously building the operational infrastructure that scales as HHAeXchange enters new markets and releases new product capabilities. This is a domain leader role — the Senior Manager owns the implementation function, sets the operating standard within it, and translates company strategy into how customers get onboarded and drive value from the platform. This is not a status-reporting role. The Senior Manager will be deeply embedded in portfolio-level risk, intervening directly in at-risk implementations, holding Project Managers to outcomes (not activity), and translating portfolio-wide patterns into durable process improvements. They will operate as a cross-functional leader — partnering with Product, Client Success, and Operations to remove systemic friction and drive continuous improvement — while maintaining the discipline and urgency required to hit delivery targets week over week. Success will be measured by reduced abandonment, lower post-go-live churn, faster time-to-value, and the Senior Manager’s ability to build a team and implementation delivery model that grows without breaking. **This is a hybrid position, with an expectation to report to the Bloomington, MN office 3 days/week (typically Tues/Wed/Thurs).** 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.