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About brighthush and the Opportunity
brighthush is a leading public‑sector technology partner that transforms how state agencies deliver services to citizens. With a focus on innovation, data‑driven decision making, and customer‑centric solutions, brighthush partners with governments across the United States to modernize critical systems, streamline operations, and elevate the experience of every user. Our work spans health and human services, Medicaid, workforce development, and more—always with a commitment to integrity, transparency, and measurable impact.
We are currently seeking an experienced Senior Project Manager to lead the Montana Customer Care Services Design, Development, and Implementation (DDI) project. This role will be the primary delivery champion for a state‑wide call center implementation that will serve Montana’s Medicaid and health‑services population. The position is 100% remote, contract‑based through September 30 2027, with a competitive hourly rate of $55‑$60 and the potential for full‑time conversion.
As a key member of the brighthush team, you will collaborate with state leaders, technical architects, vendors, and frontline staff to ensure the project meets its ambitious schedule, budget, and quality goals while delivering a world‑class customer experience.
Key Responsibilities
- End‑to‑End Delivery Leadership: Own the full project lifecycle—from planning and requirements gathering to design, configuration, integration, testing, training, deployment, and post‑go‑live stabilization.
- Contract Governance: Manage all contract deliverables, acceptance criteria, review cycles, approval tracking, and formal submission timelines to keep the project on schedule and within scope.
- Integrated Project Planning: Develop, maintain, and communicate detailed project plans, aggressive implementation schedules, milestone calendars, resource allocations, and risk mitigation roadmaps.
- Stakeholder Coordination: Facilitate cross‑functional collaboration among state leadership, customer care operations, Medicaid and eligibility teams, technical architects, system integrators, quality assurance, and executive sponsors.
- Operational Readiness & Volume Planning: Lead the design of call‑center workflows, staffing models, service‑level agreements, escalation paths, and performance monitoring dashboards.
- Requirements & Design Management: Oversee business process mapping, contact‑center technology selection, IVR design, knowledge‑management integration, workforce readiness, and training plans.
- Scope, Schedule, and Budget Control: Monitor and adjust project scope, timelines, and financials to align with state priorities and contractual commitments.
- Governance & Reporting: Produce status reports, executive briefings, steering‑committee materials, decision logs, RAID (Risks, Assumptions, Issues, Dependencies) registers, and action‑item trackers.
- Change & Risk Management: Identify, assess, and mitigate risks proactively; manage change requests and ensure alignment with quality and compliance standards.
- Vendor Management: Track vendor performance, deliverable quality, contractual obligations, and corrective actions; support procurement and contract administration.
- Stakeholder Communication & Change Management: Drive adoption through clear communication plans, training, and support for state staff, call‑center agents, supervisors, and executives. < Apply for this job