Senior Project Manager, PMO

About the Role

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. 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.

Responsibilities

• 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

• 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.
• Experience independently leading complex, cross-functional enterprise projects.
• Experience leading technology implementations or business transformations with multiple business and technical workstreams.
• Experience managing 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.
• Experience 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.