Senior Project Manager, PMO

Description 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 accountabilityBias for action — identifies solutions and moves work forwardCross-functional leadership — creates accountability without direct authorityStructured operator — brings organization and discipline to complex workSound judgment — makes decisions and escalates appropriately in ambiguityExecutive communication — provides concise, decision-useful updatesOutcome 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 platformsSystem configuration, business requirements, integrations, APIs, ETL, or data migrationUser acceptance testing, defect management, cutover, hyper care, and stabilizationTraining, communications, organizational readiness, and adoptionExternal 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 pathsClarify project objectives, scope, success criteria, roles, responsibilities, and governanceCoordinate execution across business, technical, operational, and vendor workstreamsHold project teams and workstream owners accountable for commitments and outcomesManage scope, risks, issues, decisions, resources, and change controlIdentify 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 transformationPartner with Product, Technology, Operations, Customer Service, Training, Communications, Compliance, and other teamsManage vendors and implementation partners across requirements, configuration, integrations, data migration, testing, and deploymentEnsure technology delivery aligns with business processes and operational needsLead cutover planning, launch readiness, hypercare, and stabilization Drive Alignment, Accountability, and Decisions Establish clear operating cadences and decision-making processesFacilitate meetings focused on decisions, problem-solving, and accountabilityInfluence stakeholders without relying on direct authorityResolve misalignment across business, technical, operational, and vendor teamsMaintain momentum in fast-paced and ambiguous environments Manage Risks, Reporting, and Project Controls Maintain accurate project plans, RAID logs, decisions, actions, and supporting documentationIdentify emerging risks and develop practical mitigation plansEscalate issues early with clear impacts, options, and recommended actionsProvide concise, accurate reporting to executives and stakeholdersEnsure 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 deliveryEstablish readiness criteria and confirm business signoff before launchCoordinate support models, stabilization, and transition to operationsPartner with business owners to define and measure expected outcomesEnsure 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 experience6–10 years of progressive project or program management experienceIndependently leading complex, cross-functional enterprise projectsLead technology implementations or business transformations with multiple business and technical workstreamsManage vendors or implementation partners through go-live and stabilizationStrong planning, risk management, problem-solving, and decision-making capabilitiesExcellent executive, written, verbal, facilitation, and interpersonal communication skillsAbility to work independently, make progress in ambiguity, and create accountability without direct authority Preferred Qualifications PMP, PgMP, or comparable project-management certificationImplementing Zendesk or another CRM, customer-service, contact-center, or workflow platformExperience with SaaS implementations, integrations, APIs, ETL, data migration, and user acceptance testingExperience leading change management, training, communications, readiness, or adoptionExperience in healthcare, human services, financial services, government programs, or another regulated environmentProficiency with Monday.com, Microsoft Project, Jira, Zendesk, or comparable toolsExperience stabilizing or recovering projects that were behind schedule or lacked clear ownership What Makes This Role Unique Lead highly visible initiatives with enterprise-wide impactTake ownership of a major technology transformationWork directly with senior leaders, operational teams, technology partners, and vendorsHelp strengthen how Acumen governs and delivers strategic projectsSupport programs that enable thousands of people to live more independentlyOperate in a high-ownership role focused on outcomes—not project administration