Senior Manager, Provider Onboarding & Delivery

Change.org, PBC; Minneapolis (MN); Hybrid; USD 145,000 - 155,000; Full time

Job summary

HHAeXchange seeks a Senior Manager, Provider Implementation to own end-to-end delivery for onboarding SMB, mid-market, and enterprise agencies across our platform. This domain leader will drive performance and build scalable processes while partnering with Product, Client Success, and Operations to remove friction and accelerate value.

The role is hybrid, based in Bloomington, MN, with travel and a focus on reducing churn and time‑to‑value as we scale the team and capabilities.

Qualifications

• 10+ years of experience in SaaS implementation, onboarding, or customer delivery.
• 5+ years managing Project Managers or delivery teams in a SaaS environment — direct team management is required; experience leading an implementation team in SaaS is strongly preferred
• Demonstrated experience managing high‑volume, complex project portfolios across multiple customer segments
• Proven track record of holding teams radically accountable to measurable outcomes — not activity
• Demonstrated people leadership depth: structured coaching, direct performance management (including difficult conversations and formal action), and PM development as a deliberate practice
• Experience building or scaling repeatable implementation processes in a high‑growth environment
• Demonstrated ability to manage through change: new markets, new product features, shifting priorities, without sacrificing delivery quality
• Strong cross‑functional collaboration skills; comfortable advocating for process and product changes at a senior level
• Bachelor’s degree or equivalent experience

Responsibilities

• Portfolio Monitoring & Intervention: Maintain real‑time awareness of the full implementation portfolio; proactively identify early indicators of delay, risk, or customer disengagement before they compound.
• Intervene directly in customer engagements when projects deviate from milestone windows — not as an exception, but as a routine leadership function.
• Require concrete corrective action plans from Project Managers and verify execution; distinguish between agreement and follow‑through.
• Escalate and resolve systemic blockers before they materially impact timelines or customer outcomes.
• Operate risk management as a standing operational discipline, not a periodic reporting exercise.

Skills

Execution discipline

Radical accountability

Operational ownership

Decisiveness under ambiguity

Risk anticipation

Scalable process design

Pattern recognition

Cross-functional influence

Change management

Education

Bachelor’s degree or equivalent experience

Job description

HHAeXchange seeks a Senior Manager, Provider Implementation to own end-to-end delivery for onboarding SMB, mid-market, and enterprise agencies across our platform. This domain leader will drive performance and build scalable processes while partnering with Product, Client Success, and Operations to remove friction and accelerate value.

The role is hybrid, based in Bloomington, MN, with travel and a focus on reducing churn and time‑to‑value as we scale the team and capabilities.