Summary

As Project Manager, you’ll own the intake, and reporting of solution implementations for our customers in the federal health space. You’ll lead the team in coordinating contractual requirements and deliverables while managing the intake pipeline of change requests and new requirements. You’ll ensure open communication and close coordination between stakeholders, including the project team, partners, engineering and operations, customer leadership, and end users.

You’ll serve as the primary advocate for customer requests throughout the implementation lifecycle, fostering deep partnerships with stakeholders. You’ll apply business process engineering principles to analyze, optimize, and document customer workflows, ensuring that implemented solutions align with how users actually work and deliver measurable operational improvements.

As a trusted customer partner, you’ll own the relationship throughout the implementation phase, providing transparent progress updates and success metrics to all stakeholders. You’ll drive continuous improvement in our customer success and intake processes, and pioneer innovative approaches for rapidly delivering high-impact solutions that transform how customers operate and achieve their mission-critical goals.

Responsibilities

• Manage the intake pipeline for solution requests, including triaging change requests, gathering and documenting requirements, and maintaining the Jira backlog with tentative RICE (Reach, Impact, Confidence, Effort) scores to support prioritization decisions
• Coordinate intake meetings between end users, customer stakeholders, and development teams to elicit, clarify, and validate requirements before work is scoped or committed
• Manage program/project activities including scope, requirements, timelines, and communication plans with customer success metrics as the primary success criteria
• Conduct business process analysis and workflow mapping to identify inefficiencies, document current-state and future-state processes, and ensure solutions are designed to optimize real operational workflows
• Deliver customer-centric implementations that prioritize user adoption, satisfaction, and business impact over traditional project metrics alone
• Provide continuous improvements to WellHive implementation and intake processes based on customer feedback, process analysis, and success outcomes
• Facilitate strong customer relationships through regular check-ins, feedback sessions, and strategic alignment meetings
• Provide transparent progress reporting focused on customer success milestones and value delivery
• Support organizational governance with a customer success lens and change management strategies that drive adoption
• Work collaboratively with third-party vendors and subcontractors
• Conduct follow-up actions needed to resolve critical issues impacting work streams and program deliverables
• Conduct and facilitate issue resolution meetings and sessions needed to mitigate or resolve project issues and risks
• Prepare detailed reports and summaries specific to time reporting, project estimates, and reconciliation as needed
• Effectively apply PM methodology and enforce project standards

Minimum Qualifications

• Bachelor’s Degree and 5+ years of experience in Project Management or equivalent management experience
• Experience with intake and backlog management tools (Jira or similar), including requirements gathering, change request workflows, and prioritization frameworks such as RICE
• Familiarity with business process engineering, workflow analysis, or process improvement methodologies (Lean, Six Sigma, or similar)
• Experience working with the Department of Veterans Affairs is a plus
• Ability to perform at a high level of effectiveness in a fast-paced environment, managing multiple competing priorities simultaneously
• Ability to work with program/project sponsors, executive sponsors, supervisors, and other team members to promote a harmonious work environment
• Successful experience managing matrix and cross-functional teams
• Vendor management experience
• Excellent problem-solving and conflict resolution skills
• Excellent communication skills, both written and verbal

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