Manager, Provider Implementation

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 role follows HHAeXchange’s hybrid work model, with an expectation to report to an HHAeXchange office if located within commuting distance of the NYC or Minneapolis Metro office locations (typically 3 days/week).

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.

• 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.
• Incr…