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HHAeXchange

Posted 3 months ago

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Manager, Provider Implementation

MinneapolisHybridFull-time

AI Summary

Lead a team of Project Managers delivering onboarding for SMB to enterprise agencies across multiple platforms; drives portfolio health, milestones, and adoption through structured execution, risk management, and cross-functional collaboration.

About this role

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.
The Manager, Provider Implementation leads a team of Project Managers responsible for onboarding SMB, mid-market, and enterprise agencies across multiple agency management platforms.
This is a hands-on execution leadership role. The Manager actively monitors the implementation portfolio, identifies risks and deviations from expected progress, and intervenes directly with Project Managers and customers to maintain delivery momentum, protect timelines, and improve adoption outcomes.
Success in this role is measured by portfolio health, milestone adherence, reduced implementation abandonment, improved post-go-live retention, and accelerated time-to-value through disciplined execution and scalable process improvements.
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 awareness of the implementation portfolio and monitor projects for early indicators of delay, risk, or disengagement.
  • Intervene in customer engagements when projects trend outside milestone windows.
  • Require corrective action plans from Project Managers and verify execution progress.
  • Escalate and resolve blockers before materially impacting timelines or customer outcomes.
  • Drive structured risk management practices across the team.
  • Performance Management & Accountability
  • Hold Project Managers accountable for milestone adherence, activity quality, customer responsiveness, and forward progress.
  • Conduct frequent execution reviews focused on actions taken and measurable outcomes.
  • Identify underperformance early and coach or course-correct appropriately.
  • Establish clear expectations for pace, ownership, and customer guidance.
  • Reinforce a culture where missed milestones trigger structured recovery plans.
  • Process Improvement & Standardization
  • Analyze portfolio trends to identify recurring implementation challenges.
  • Translate learnings into standardized implementation playbooks and intervention frameworks.
  • Partner with Operations and Product to support development of automated workflows and risk signals.
  • Refine implementation workflows to reduce variability and rework.
  • Promote consistent execution standards across all customer segments.
  • AI & Scalable Operations
  • Leverage available AI tools and reporting systems to monitor portfolio health indicators.
  • Identify opportunities to automate internal workflows and customer touchpoints where appropriate.
  • Support implementation of scalable processes that improve predictability and speed-to-value.
  • Customer Outcomes & Cross-Functional Collaboration
  • Accountable for implementation portfolio outcomes through transition to Client Success.
  • Serve as escalation point for at-risk implementations.
  • Partner cross-functionally to remove systemic barriers to delivery.
  • Provide feedback to Product and Operations regarding recurring friction points.
  • Team Leadership
  • Develop Project Managers into proactive, accountable operators.
  • Model urgency, clarity, and outcome ownership.
  • Reinforce behaviors that drive measurable customer progress.
  • Build a team culture centered on execution, discipline, and results.
  • Key Performance Outcomes
  • Reduction in abandoned implementations.
  • Improved milestone adherence.
  • Faster time-to-go-live and time-to-value.
  • Improved early lifecycle adoption and retention.
  • Increased standardization of implementation practices.
  • Adoption of scalable workflow improvements.

    • Other Job Duties

  • Other duties as assigned by supervisor or HHAeXchange leader.

    • Travel Requirements

  • Travel 10-25%, including overnight travel

    • Required Education, Experience, Certifications and Skills

  • Required
  • 8–10 years of experience in SaaS implementations, onboarding, or customer delivery
  • 3–5 years managing project managers or delivery teams
  • Experience managing multi-project portfolios
  • Demonstrated ability to hold teams accountable to measurable performance outcomes
  • Strong operational decision-making and risk management skills
  • Bachelor’s degree or equivalent experience
  • Preferred
  • Healthcare or homecare software experience
  • Experience working across SMB to enterprise customer segments
  • Experience building repeatable implementation processes
  • Exposure to automation tools or AI-enabled workflow enhancements
  • Experience improving retention or adoption outcomes
  • Core Competencies
  • Execution discipline
  • Operational ownership
  • Decisiveness
  • Risk anticipation
  • Pattern recognition
  • Continuous improvement
  • Data-driven management

    • Skills

    Adoption MetricsAI-enabled Workflow EnhancementsAutomation ToolingChange ManagementCross-Functional CollaborationCustomer OnboardingData-driven ManagementDescriptive AnalyticsEscalations And Issue ResolutionGo-live PlanningMilestone TrackingPlaybooksPortfolio ManagementProcess ImprovementProject ManagementRetention AnalyticsRisk ManagementSaaSScaling ProcessesStakeholder ManagementWorkflow Standardization

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