Executive Director

💡 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).

Location: Hamilton, NJ - Hybrid onsite
Type: Full-Time, Salaried, Benefits

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.

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.

• 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 life cycles 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…