Note: The job is a remote job and is open to candidates in USA. Acumen Fiscal Agent helps individuals live more independently by administering self-directed care programs in partnership with state governments, health plans, and community programs. The Senior Project Manager will independently lead complex, enterprise-wide initiatives, initially focusing on the Zendesk rollout from implementation through go-live, stabilization, and future phases. The role coordinates cross-functional teams and vendors, manages project controls and risks, and ensures readiness, adoption, and business value.
Responsibilities
- Develop and manage project plans, timelines, milestones, dependencies, and critical paths
- Clarify project objectives, scope, success criteria, roles, responsibilities, and governance
- Coordinate execution across business, technical, operational, and vendor workstreams
- Hold project teams and workstream owners accountable for commitments and outcomes
- Manage scope, risks, issues, decisions, resources, and change control
- Identify barriers early, drive resolution, and lead through go-live and operational handoff
- Coordinate business and technical delivery for enterprise systems and technology-enabled transformation
- Partner with Product, Technology, Operations, Customer Service, Training, Communications, Compliance, and other teams
- Manage vendors and implementation partners across requirements, configuration, integrations, data migration, testing, and deployment
- Ensure technology delivery aligns with business processes and operational needs
- Lead cutover planning, launch readiness, hypercare, and stabilization
- Establish clear operating cadences and decision-making processes
- Facilitate meetings focused on decisions, problem-solving, and accountability
- Influence stakeholders without relying on direct authority
- Resolve misalignment across business, technical, operational, and vendor teams
- Maintain momentum in fast-paced and ambiguous environments
- Maintain accurate project plans, RAID logs, decisions, actions, and supporting documentation
- Identify emerging risks and develop practical mitigation plans
- Escalate issues early with clear impacts, options, and recommended actions
- Provide concise, accurate reporting to executives and stakeholders
- Ensure leadership has the information needed to make timely decisions
- Integrate testing, training, communications, process updates, and operational readiness into delivery
- Establish readiness criteria and confirm business signoff before launch
- Coordinate support models, stabilization, and transition to operations
- Partner with business owners to define and measure expected outcomes
- Ensure projects deliver intended operational and customer value
Skills
- Bachelor's degree in project management, business, information technology, operations, or a related field, or equivalent professional experience
- 6–10 years of progressive project or program management experience
- Independently leading complex, cross-functional enterprise projects
- Lead technology implementations or business transformations with multiple business and technical workstreams
- Manage vendors or implementation partners through go-live and stabilization
- Strong planning, risk management, problem-solving, and decision-making capabilities
- Excellent executive, written, verbal, facilitation, and interpersonal communication skills
- Ability to work independently, make progress in ambiguity, and create accountability without direct authority
- PMP, PgMP, or comparable project-management certification
- Implementing Zendesk or another CRM, customer-service, contact-center, or workflow platform
- Experience with SaaS implementations, integrations, APIs, ETL, data migration, and user acceptance testing
- Experience leading change management, training, communications, readiness, or adoption
- Experience in healthcare, human services, financial services, government programs, or another regulated environment
- Proficiency with Monday.com, Microsoft Project, Jira, Zendesk, or comparable tools
- Experience stabilizing or recovering projects that were behind schedule or lacked clear ownership
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