Location: Hamilton, NJ - Hybrid onsite
Type: Full-Time, Salaried, Benefits
💡 About
Acumen is hiring a client services operations leader to run a high-volume service organization - leading teams, improving KPIs, and building scalable processes that help families and caregivers navigate complex, high-stakes, publicly funded programs. Ideal backgrounds include public service, social services, nonprofit, healthcare, and other regulated, service-heavy environments (including customer operations in financial services or technology).
What is Acumen and what is a Fiscal Agent?
Acumen Fiscal Agent is a national fiscal intermediary (fiscal agent / fiscal employer agent) that supports self-directed in-home care programs, most often funded through state and federal public dollars (typically Medicaid waiver programs). In self-direction, individuals or their families choose and manage their own caregivers, and Acumen handles the behind-the-scenes administration - timekeeping, payroll, employment taxes, and compliance - so caregivers are paid accurately and programs run smoothly. Our audience is essentially three groups: participant employers (the person/family directing care), direct care employees (the caregiver), and funding partners (states/agencies/programs). Acumen is part of TEAM Services Group, a multi-brand platform in home care and household employment services, backed by Alpine Investors.
💼What is the job?
Acumen is hiring an Executive Director to lead our New Jersey operation. This is a people-first, metrics-driven leadership role responsible for client experience, operational performance, and team development. You will lead ~7 direct reports and an overall organization of ~40 - 50 client services agents (mix of onsite and remote) who support participants and caregivers through onboarding, ongoing troubleshooting, and payroll execution. The right leader is empathetic and customer-facing, but also operationally sharp - driving productivity, KPIs, and continuous improvement at scale.
Prior healthcare experience is nice-to-have but not required.
Key Responsibilities
Lead New Jersey operations end-to-end: service delivery, client experience, operational execution, and team performance
Manage and develop ~7 direct reports across core functions (client services, onboarding, payroll ops, quality, training, etc.)
Drive day-to-day excellence for a ~40 - 50 person client services organization supporting participants and caregivers
Ensure high-quality onboarding and ongoing support for adults and families using self-directed care, including difficult or sensitive customer situations
Own operational rigor: staffing models, productivity, reporting, KPI dashboards, SLA performance, and continuous improvement
Partner with state program stakeholders and internal leadership to ensure compliant, reliable service delivery
Build a strong culture of empathy, accountability, and execution - with clear expectations, coaching, and performance management
Improve systems and processes across workflows (onboarding, timekeeping, payroll, case resolution), leveraging technology and cross-functional partners
- Bachelor’s degree required; MBA preferred
- Prior Customer / Client Services Operations experience overseeing 1,000+ participants/customers
- 7+ years progressive leadership experience, including 3+ years leading teams/functions of 10+ (direct or indirect)
- 3+ years managing 5+ administrative/professional staff (not only clinical or caregiver staff)
- Strong operational management: KPIs, productivity, reporting cadence, process improvement
- Proven ability to lead customer-facing teams with an empathetic, service-oriented approach
- Comfortable owning senior-level relationships and navigating high-emotion, high-stakes situations
- Technical aptitude - able to learn and operate across multiple systems
- Project management discipline and executional mindset in a fast-paced, results-oriented environment
- Experience leading end-to-end project lifecycles by planning, managing, and executing projects to include defining scope, managing timelines and resources, mitigating risks, and ensuring successful delivery aligned with organizational goals
- PMP preferred - required to obtain
Location / Travel
- Hamilton, NJ - onsite 3 - 5 days per week
- Limited travel (about 10%)
♥️What's in It for You?
- 16 paid holidays, including your birthday! We believe celebrating you is just as important as the work you do
- Bonus Opportunity
- Paid Time Off and Paid Sick Time
- Employee Recognition Program
- Employee Assistance Program
- Referral Program, get extra rewards for referring your friends to work with Acumen!
- Paid Parental Leave
- Be a part of a mission driven culture where you can make a real impact
- Medical, Dental & Vision coverage
- 401(k) with company match
- Voluntary benefits, including Pet Insurance
🌎 Change the world. Get paid for it.
At Acumen, we’re on a mission to help the disabled, military veterans, and the elderly live more independent, empowered lives. If you want your work to matter, this is your sign.
