What are the responsibilities and job description for the Project, Implementation and Escalations Manager position at Prime Care Technologies, Inc.?
Job Description
Prime Care Technologies is a Managed Service Provider specializing in services for senior skilled-nursing and long term care facilities. We are seeking a proactive and experienced Project, Implementation, and Escalations Manager to lead the successful delivery of client and internal projects, manage implementation efforts, and oversee the resolution of high-impact customer escalations. This role bridges operations, customer success, and technical delivery, ensuring timely execution and outstanding service across all phases of the client and product lifecycle. This is a hybrid position based in Duluth, GA, with regularly scheduled in-office hours.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Define project scope, objectives, and success criteria in collaboration with senior management and stakeholders.
Create comprehensive project portfolios balancing resource allocation across multiple concurrent implementations.
Develop organizational project management standards, methodologies, and best practices
Monitor portfolio-level project progress and make strategic adjustments to ensure successful delivery.
Establish project governance frameworks and quality assurance protocols.
Lead project post-mortems and capture lessons learned for continuous improvement.
Oversee end-to-end client implementations from initial planning through production operation
Lead complex, high-visibility implementations requiring extensive stakeholder coordination
Coordinate with vendors as strategic partners to deliver seamless, integrated services
Ensure enterprise-wide compliance with privacy, security, and regulatory requirements
Make critical decisions on implementation approaches, resource allocation, and risk mitigation
Drive standardization of implementation processes across the organization
Respond to and resolve complex support requests escalated from Level I/II analysts
Analyze escalation patterns and root causes to identify systemic issues and prevention opportunities
Develop and implement proactive measures to reduce escalation volume and prevent recurring issues
Create early warning systems, monitoring protocols, and predictive analytics
Lead cross-functional teams in major incident response and resolution
Design and implement organizational learning processes from escalation experiences
Provide leadership, coaching, and performance management to Implementation Specialists and project teams
Recruit, interview, and select staff with appropriate technical and project management skills
Conduct performance reviews, set development goals, and create career advancement plans
Foster a culture of continuous learning and professional development
Mentor team members toward advancement opportunities and increased responsibilities
Build and maintain high-performing project teams with diverse skill sets
Collaborate with senior leadership on departmental strategy, resource planning, and operational excellence
Develop and manage implementation team budgets and resource forecasts
Represent implementation capabilities in executive meetings and strategic planning sessions
Lead change management initiatives affecting implementation processes and technologies
Establish key performance indicators and metrics for implementation success
Drive innovation in implementation methodologies and technology adoption
Perform other related duties as assigned.
MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES):
Bachelor's degree in Information Technology, Business Administration, Engineering, or related field preferred
Master's degree in related field or MBA preferred for strategic responsibilities
Minimum 5 years of experience in technical services, project management, or implementation roles
Minimum 5 years of management or team leadership experience with direct reports
Strong understanding of system integration, data migration, and enterprise architecture
Proven ability to manage multiple concurrent projects and competing priorities
Experience with vendor management, contract negotiation, and strategic partnerships
Knowledge of change management principles and organizational development
Experience With Healthcare Information Systems And Regulatory Compliance Requirements.
Strong experience with project management methodologies (PMP, Agile, Waterfall)
Demonstrated ability to lead, motivate, and develop technical and project management professionals
Strong strategic thinking with ability to translate business objectives into operational plans
Excellent communication skills with ability to present to executive leadership and external clients
Advanced Problem-solving Skills With Experience In Complex Escalation Resolution
Portfolio project success rate and on-time delivery performance
Client satisfaction scores and retention rates during implementation phase
Team productivity, professional development outcomes, and retention rates
Escalation resolution effectiveness and prevention initiative success
Budget management and resource optimization results
Strategic initiative completion and organizational impact measurements
Prime Care Technologies is a Managed Service Provider specializing in services for senior skilled-nursing and long term care facilities. We are seeking a proactive and experienced Project, Implementation, and Escalations Manager to lead the successful delivery of client and internal projects, manage implementation efforts, and oversee the resolution of high-impact customer escalations. This role bridges operations, customer success, and technical delivery, ensuring timely execution and outstanding service across all phases of the client and product lifecycle. This is a hybrid position based in Duluth, GA, with regularly scheduled in-office hours.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Define project scope, objectives, and success criteria in collaboration with senior management and stakeholders.
Create comprehensive project portfolios balancing resource allocation across multiple concurrent implementations.
Develop organizational project management standards, methodologies, and best practices
Monitor portfolio-level project progress and make strategic adjustments to ensure successful delivery.
Establish project governance frameworks and quality assurance protocols.
Lead project post-mortems and capture lessons learned for continuous improvement.
Oversee end-to-end client implementations from initial planning through production operation
Lead complex, high-visibility implementations requiring extensive stakeholder coordination
Coordinate with vendors as strategic partners to deliver seamless, integrated services
Ensure enterprise-wide compliance with privacy, security, and regulatory requirements
Make critical decisions on implementation approaches, resource allocation, and risk mitigation
Drive standardization of implementation processes across the organization
Respond to and resolve complex support requests escalated from Level I/II analysts
Analyze escalation patterns and root causes to identify systemic issues and prevention opportunities
Develop and implement proactive measures to reduce escalation volume and prevent recurring issues
Create early warning systems, monitoring protocols, and predictive analytics
Lead cross-functional teams in major incident response and resolution
Design and implement organizational learning processes from escalation experiences
Provide leadership, coaching, and performance management to Implementation Specialists and project teams
Recruit, interview, and select staff with appropriate technical and project management skills
Conduct performance reviews, set development goals, and create career advancement plans
Foster a culture of continuous learning and professional development
Mentor team members toward advancement opportunities and increased responsibilities
Build and maintain high-performing project teams with diverse skill sets
Collaborate with senior leadership on departmental strategy, resource planning, and operational excellence
Develop and manage implementation team budgets and resource forecasts
Represent implementation capabilities in executive meetings and strategic planning sessions
Lead change management initiatives affecting implementation processes and technologies
Establish key performance indicators and metrics for implementation success
Drive innovation in implementation methodologies and technology adoption
Perform other related duties as assigned.
MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES):
Bachelor's degree in Information Technology, Business Administration, Engineering, or related field preferred
Master's degree in related field or MBA preferred for strategic responsibilities
Minimum 5 years of experience in technical services, project management, or implementation roles
Minimum 5 years of management or team leadership experience with direct reports
Strong understanding of system integration, data migration, and enterprise architecture
Proven ability to manage multiple concurrent projects and competing priorities
Experience with vendor management, contract negotiation, and strategic partnerships
Knowledge of change management principles and organizational development
Experience With Healthcare Information Systems And Regulatory Compliance Requirements.
Strong experience with project management methodologies (PMP, Agile, Waterfall)
Demonstrated ability to lead, motivate, and develop technical and project management professionals
Strong strategic thinking with ability to translate business objectives into operational plans
Excellent communication skills with ability to present to executive leadership and external clients
Advanced Problem-solving Skills With Experience In Complex Escalation Resolution
Portfolio project success rate and on-time delivery performance
Client satisfaction scores and retention rates during implementation phase
Team productivity, professional development outcomes, and retention rates
Escalation resolution effectiveness and prevention initiative success
Budget management and resource optimization results
Strategic initiative completion and organizational impact measurements