Manager, Professional Services

Manager, Professional Services

The Manager of Professional Services is a strategic, client-facing people leader responsible for managing and developing a team of Business Consultants who deliver consulting services across HealthEdge's software implementation and expansion engagements. This role serves as a key leadership resource within the Global Professional Services (GPS) organization, reporting to senior GPS leadership.

The Manager, Professional Services is a frontline management role with two primary areas of responsibility:

• Services Delivery: Accountable for the successful, on-time, and on-budget delivery of software implementation and expansion engagements. This includes driving operational excellence across the full project lifecycle, managing risks and escalations, and ensuring client objectives are met with a high degree of quality and satisfaction.
• People Management: Responsible for hiring, developing, and retaining a high-performing team of Business Consultants, including participation in staffing decisions, performance reviews, and career development support.

The ideal candidate is a proven people leader and delivery-focused operator who brings both strategic perspective and hands-on depth. They serve as a trusted advisor to clients and a strong internal partner to Client Operations and Customer Success leadership, with a shared focus on driving successful, high-quality implementations. HealthRules Payor (HRP) is the primary platform context for this role.

About Global Professional Services:

The Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Engagements include customer implementations, business expansion, and optimization initiatives across the HealthEdge product portfolio.

About HealthEdge:

HealthEdge's mission is to revolutionize healthcare through transaction automation and enablement of real-time business and clinical engagement among healthcare payers, providers, and patients. Our passionate, collaborative, and results-oriented team works remotely from coast to coast within the US as well as in various locations across India, with employees who specialize in healthcare payer business and technology.

Essential Duties and Responsibilities:

• Directly manage a team of Business Consultants, providing day-to-day leadership, guidance, and performance oversight.
• Ensure all team members have a clear understanding of client business objectives and the implementation plans in place to achieve them.
• Oversee the successful, on-time, and on-budget delivery of software implementation and expansion projects, maintaining a high standard of quality and client satisfaction throughout.
• Drive operational efficiency across project delivery by developing and enforcing consistent processes, methodologies, and best practices.
• Monitor project timelines, budgets, and resource allocation; identify and address risks before they impact delivery outcomes.
• Serve as a strategic partner to client stakeholders and internal Client Operations and Customer Success leaders, ensuring alignment on objectives, priorities, and delivery status throughout the engagement lifecycle.
• Act as a primary escalation point for client issues; proactively manage risks and lead corrective action planning with a client-first mindset.
• Lead scoping, sizing, and estimating efforts for assigned engagements, and manage competing priorities across the project portfolio.
• Coach customers on HealthEdge best practices and advocate for client needs internally to drive the best possible outcomes.
• Collaborate cross-functionally with Sales, Product, Customer Success, and other internal teams to ensure alignment on client objectives and delivery requirements.
• Provide regular coaching, feedback, and career development support to direct reports; encourage ownership of individual career growth.
• Participate in recruiting and employee development activities to build a balanced team with the right mix of skills.
• Prepare and present delivery performance metrics, project insights, and status updates to GPS and senior leadership.
• Drive continuous improvement initiatives that enhance client satisfaction, delivery quality, and team capability.
• Perform all job functions consistent with HealthEdge policies and procedures, including those governing the handling of PHI and PII.
• Support internal initiatives and additional duties as assigned or required.

Minimum Required Qualifications:

• 8 or more years of experience in a consulting or professional services role within a technology company operating with a SaaS model.
• 3 or more years of direct people management experience, with demonstrated success leading and developing consulting teams.
• Bachelor's degree in Business Administration, Information Technology, or a related field; equivalent experience considered.
• Prior health plan industry experience (HMO, PPO, POS, MAPD, Medicare, Medicaid, Dental, etc.) strongly preferred.
• Experience with Health Plan Claims and Benefits Administration software.
• Proven track record leading complex software implementation engagements, including client discovery, requirements gathering, configuration oversight, and end-to-end delivery.
• Demonstrated ability to manage project timelines, budgets, and resource allocation to deliver on commitments.
• Strong analytical and problem-solving skills, with the ability to negotiate solutions that address the needs of diverse stakeholders.
• Excellent written and verbal communication skills, with the ability to tailor messaging for a wide range of audiences, including executive stakeholders.
• Demonstrated ability to build strong client relationships and operate as a trusted advisor throughout the engagement lifecycle.
• Ability to manage cross-functional relationships and work effectively in a matrixed environment.
• Ability to thrive in a fast-paced, dynamic environment and adapt to shifting priorities.
• Proficiency in conflict management and navigating difficult conversations with confidence and diplomacy.
• Ability to guide business design, configuration approach, and execution planning as it relates to the HealthRules Payor platform.
• Experience with Smartsheet and Salesforce preferred.
• HealthRules Payor experience preferred.

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 Boston, MA you may live anywhere in the U.S.

Type of Employment: Full-time, permanent

FLSA Classification (USA Only): Exempt

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.