Senior Technical Project Manager  

Position Overview

The Senior Technical Project Manager is responsible for leading and executing complex software upgrade and release delivery programs for HealthEdge’s highest-visibility customers. This role sits at the intersection of delivery excellence, executive stakeholder management, and customer success—owning end-to-end program oversight for the HealthRules Payer (HRP) platform and other HealthEdge products.

Using Agile and structured project management methodologies, this person is a hands-on leader who drives on-time, high-quality delivery while maintaining an exceptional customer experience. The role requires managing cross-functional teams—infrastructure, engineering, customer success, and support—within a matrixed environment, with significant executive-level communication and relationship management responsibility.

Your Impact

Upgrade & Release Delivery Leadership

• End-to-End Program Ownership: Lead all phases of customer upgrade and release delivery—from scoping and planning through execution, validation, and go-live—ensuring quality outcomes for high-visibility enterprise accounts.
• Customer Engagement: Partner with Customer Success executives and senior customer stakeholders to develop upgrade strategies, translate technical plans into business-relevant communications, and maintain high confidence throughout the delivery lifecycle.
• Release Planning & Coordination: Develop detailed upgrade timelines in collaboration with customers and internal teams, ensuring proper resource allocation, scheduling, and dependency management across all tracks.
• Technical Coordination: Coordinate with engineering, cloud operations, product management, and security to ensure availability of required resources for deployment, validation, and cutover phases.
• Issue Resolution & Escalation: Triage customer-reported issues during upgrade testing windows, provide escalation support for high-priority blockers, and facilitate rapid resolution to minimize customer impact and delivery delays.

Project Management Excellence

• Partner with team and department leaders for delivery of upgrade, release, and internal initiative activities.
• Provide accurate estimates and comprehensive project charter documentation for new and ongoing programs.
• Develop and manage program/project plans and timelines, including key milestones, critical path dependencies, and progress tracking against plan.
• Identify and manage project risks and issues proactively; drive resolution of roadblocks to keep programs on track.
• Ensure all project deliverables meet high quality standards, best practices, and customer contractual requirements.
• Communicate project status, risks, and issues to key stakeholders and executive leadership through structured, regular updates and presentations.
  
  

Delivery Quality & Governance

• Own delivery quality metrics across the customer upgrade portfolio—tracking success rates, fix failure rates, and customer validation outcomes.
• Drive continuous improvement by identifying systemic quality issues in the release process and partnering with engineering and QA to address root causes.
• Ensure release readiness standards are met before customer deployments, reducing post-upgrade defects and escalations.
• Maintain governance discipline across multi-customer programs with overlapping timelines and competing priorities.

Organizational & Thought Leadership

• Contribute thought leadership to Customer Operations strategy, particularly around upgrade delivery model improvements and scalability.
• Act as liaison between Customer Operations, Engineering, Professional Services, and Product Management for program continuity.
• Capture lessons learned from each customer upgrade to build institutional knowledge and prevent recurring issues.
• Develop and maintain upgrade best practices, standard operating procedures, and customer-facing communication templates.
• Support continuous improvement of delivery tooling, dashboards, and status reporting infrastructure.
  What You Bring

What You Bring

Required Qualifications

• Education: BA/BS degree in a related field; PMP certification required or in progress.
• Experience: 8+ years managing large-scale, enterprise-class software delivery or upgrade programs.
• Team Leadership: Proven experience managing teams of 10+ resources within a matrixed, cross-functional environment.
• Customer-Facing Skills: Demonstrated track record of direct senior customer engagement, relationship management, and translating technical complexity into clear business communication.
• Executive Communication: Proven ability to prepare and deliver structured status communications, escalation briefings, and program reviews to executive leadership.

Technical Skills

• Project Management Tools: Solid hands-on experience with project management platforms; Smartsheet strongly preferred.
• Agile Methodologies: Experience managing programs using Scrum Agile and hybrid delivery frameworks.
• Release & Environment Management: Understanding of software release cycles, environment promotion pipelines, version management, and upgrade testing methodologies.
• Risk Management: Proven ability to identify, assess, and mitigate technical and business delivery risks across concurrent programs.
• Documentation & Reporting: Strong skills in building program status dashboards, stakeholder reports, and project documentation standards.

Industry Knowledge

• Healthcare Domain: Understanding of healthcare payer workflows including claims processing, benefits configuration, member enrollment, medical management, and provider contracting.
• Business Practices: Strong knowledge of SaaS software delivery models, customer upgrade lifecycle management, and enterprise customer success practices.
• Compliance: Experience with healthcare data security requirements, including PHI and PII handling protocols.

Leadership & Communication

• Customer-Centric Mindset: Strong customer service orientation with ability to build trust and maintain positive relationships throughout complex, high-stakes delivery programs.
• Stakeholder Management: Excellent communication and presentation skills, with demonstrated ability to engage executive leadership and facilitate alignment across competing priorities.
• Cross-Functional Collaboration: Proven ability to work effectively across multiple internal departments and external customer organizations.
• Problem Solving: Strong analytical and decision-making skills with the ability to operate under pressure while maintaining delivery quality and customer satisfaction.
• Customer Advocacy: Ability to serve as an internal customer advocate while managing expectations and delivering realistic, transparent solutions.

Preferred Qualifications

• Certifications: PMP, PMI-ACP, or Agile certifications preferred; cloud platform certifications (AWS or equivalent) a plus.
• Platform Experience: Familiarity with HealthRules Payer (HRP) or similar enterprise healthcare payer platforms.
• Service Management: Familiarity with ITIL processes and service management frameworks.
  Work Environment & Details

Work Environment & Details

• Location: While HealthEdge is headquartered in Boston, MA, this role may be performed from anywhere in the U.S.
• Employment Type: Full-time, permanent
• Travel: Ability to manage up to 20% travel commitment as needed
• FLSA Classification: Exempt
• Work Style: Hybrid or fully remote across multiple time zones

Company Commitment 

HealthEdge commits to building an environment and culture that supports diverse representation of our teams. We aspire to have an inclusive workplace where all employees have the opportunity to belong, make an impact, and deliver excellent software and services to our customers. 

The above statements describe the general nature and level of work performed. They are not an exhaustive list of all duties and responsibilities. HealthEdge reserves the right to modify duties as necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to complete a pre-employment criminal background check. 

All job functions must be performed consistent with HealthEdge's policies and procedures, including those governing handling of PHI and PII. 

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers. 

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US 
Type of Employment: Full-time, permanent 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology. 

• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check. 
 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

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**The annual US base salary range for this position is $130,000 to $145,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.