Senior Project Manager for Customer Experience Operations

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Date:
Oct 22, 2026

Location:

Any city, TX, US, 99999

Work Mode:
Virtual (Exception only)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

As a Project Manager specializing in CX Contact Center and Back-Office Operational launches, you will drive complex, cross-functional initiatives that enable Gainwell to deliver exceptional health and human services outcomes through technology and operational excellence.

• Lead end-to-end CX client launch initiatives for contact centers and back-office operations, from scope definition through go-live and stabilization
• Define project scope, objectives, success criteria, and deliverables, translating strategic goals into executable work plans and measurable milestones
• Develop and manage detailed, integrated project schedules, ensuring alignment across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, Operations, and Executive stakeholders
• Drive cross-functional execution without direct authority, holding teams accountable to deadlines, dependencies, and standards
• Oversee large, complex programs by breaking them into manageable work streams with clear ownership, deliverables, and risk controls
• Identify, escalation, and mitigate risks and issues proactively, implementing structured mitigation and contingency plans
• Lead governance routines, including executive updates, status reporting, and metric tracking to ensure transparency and alignment
• Coordinate operational readiness activities, including staffing ramp plans, facilities readiness, systems access, reporting setup, knowledge transfer, and go-live validation
• Guide and mentor junior project managers, promoting best practices in scope management, schedule control, and stakeholder engagement
• Drive continuous improvement in launch methodology, standardization, and operational readiness processes

• 5+ years of experience in BPO and/or Contact Center environments, with strong understanding of operational KPIs, WFM, Quality, Training, Reporting, and Service Level performance drivers
• Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches
• Strong ability to build and manage integrated project plans, dependency maps, resource plans, and critical paths
• Expertise in project scoping, risk management, change control, and governance frameworks
• PMP or other Project Management certification strongly preferred
• Strong executive communication skills with the ability to clearly present status, risks, and tradeoffs to senior leadership and clients
• Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority
• Strategic thinker who can translate business objectives into actionable project roadmaps and measurable results
• Collaborative leader who drives accountability, transparency, and results across diverse teams

• Remote-based opportunity within the United States
• Opportunities to travel through your work (0-15%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is 10/30/2026

The pay range for this position is $69,400.00-$99,200.00 per year, however, the base pay offered may vary depending on geographic…