Senior Project Manager, PMO

Senior Project Manager, Project Management Office

Change lives. Lead work that matters

At Acumen Fiscal Agent, we help people live more independently

We partner with state governments, health plans, and community programs to administer self-directed care programs—enabling individuals with disabilities, aging adults, and veterans to hire and manage their own caregivers while remaining in their homes and communities

Behind the scenes, we operate the systems and processes that make this possible, including payroll, tax compliance, enrollment, customer service, financial operations, and electronic visit verification

We are hiring a Senior Project Manager to lead complex, enterprise-wide initiatives involving technology, operations, business processes, vendors, and organizational change. The initial priority will be leading Acumen’s enterprise Zendesk rollout through implementation, go-live, stabilization, and future phases

The immediate priority for this role will be taking over project leadership for Acumen’s enterprise Zendesk rollout through implementation, go-live, stabilization, and future phases

This is not a project coordinator role. The successful candidate must independently own delivery, drive accountability, communicate with executives, and resolve barriers without requiring daily direction from the PMO Director

Key Traits: What Good Looks Like

Do not provide this “answer key” to candidates, but screen for:

• Ownership mindset — treats project outcomes as personal accountability
• Bias for action — identifies solutions and moves work forward
• Cross-functional leadership — creates accountability without direct authority
• Structured operator — brings organization and discipline to complex work
• Sound judgment — makes decisions and escalates appropriately in ambiguity
• Executive communication — provides concise, decision-useful updates
• Outcome orientation — focuses on adoption, readiness, and business value

Ideal Experience

The strongest candidate will have led projects involving several of the following:

• Enterprise SaaS, CRM, customer-service, contact-center, or workflow platforms
• System configuration, business requirements, integrations, APIs, ETL, or data migration
• User acceptance testing, defect management, cutover, hyper care, and stabilization
• Training, communications, organizational readiness, and adoption
• External implementation partners and regulated operating environments

What You’ll Do

You will own high-impact projects from definition and planning through execution, implementation, stabilization, and transition to ongoing operations.

Lead End-to-End Project Delivery

• 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

Lead Enterprise Technology Implementations

• 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

Drive Alignment, Accountability, and Decisions

• 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

Manage Risks, Reporting, and Project Controls

• 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

Ensure Readiness, Adoption, and Business Value

• 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

Requirements

What We’re Looking For

• 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

Preferred Qualifications

• 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

What Makes This Role Unique

• Lead highly visible initiatives with enterprise-wide impact
• Take ownership of a major technology transformation
• Work directly with senior leaders, operational teams, technology partners, and vendors
• Help strengthen how Acumen governs and delivers strategic projects
• Support programs that enable thousands of people to live more independently
• Operate in a high-ownership role focused on outcomes—not project administration