Experienced Project Manager for Customer Experience Operations

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, mailroom, data entry, back-office operations, and provider-facing program launches, you will enable successful service delivery by driving cross-functional alignment, ensuring operational readiness, and protecting CX outcomes across all phases of implementation. You will partner across business, operational, and technology teams to ensure workflows, systems, and processes are aligned to support end-to-end customer and provider experiences, while not owning direct technology delivery.

Lead end-to-end CX launch initiatives across contact center, mailroom, data entry, back-office operations, and provider-facing program implementations

Define project scope, objectives, success criteria, and deliverables, translating business goals into actionable work plans and measurable milestones

Develop and manage integrated project plans, ensuring alignment across business, operational, and technology teams, including Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations Drive cross-functional execution without direct authority, holding teams accountable to deadlines, dependencies, and deliverables

Ensure operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions, including validation that staffing, workflows, tools, environments, and access are aligned to CX requirements

Validate readiness beyond status reporting, confirming teams meet defined launch criteria prior to go-live Coordinate and oversee go-live and stabilization activities to support successful service delivery and performance outcomes

Partner with technology teams to ensure system capabilities, access, and configurations align with CX operational requirements, without direct ownership of technology delivery

Ensure CX requirements and workflows are represented, protected, and aligned across all cross-functional and technology-dependent work streams

Identify, assess, and proactively mitigate risks across operational and technology dependencies, ensuring CX impacts are clearly understood and addressed

Lead governance routines, including executive status reporting, risk escalation, and decision-making forums to ensure transparency and alignment

Communicate complex information, risks, and tradeoffs clearly and concisely to senior leadership and clients

Drive continuous improvement in CX launch methodologies, standards, and operational readiness processes

Contribute to the development and standardization of CX launch frameworks, playbooks, and reporting practices

Mentor and guide project managers, promoting best practices in planning, execution, and stakeholder engagement

5+ years of Project Management experience in client launches with a focus on CX. Background in BPO/contact center or healthcare operations (e.g., Medicaid) preferred; technical knowledge is plus.

Demonstrated experience leading complex, cross-functional initiatives across business, operational, and technology teams

Strong ability to develop and manage integrated project plans, including dependency mapping, resource planning, and critical path management

Expertise in project scoping, risk management, issue resolution, and governance frameworks

Proven ability to influence and drive accountability across stakeholders without direct reporting authority

Strong executive communication skills, with the ability to clearly present status, risks, impacts, and tradeoffs to senior leadership and clients

Experience partnering with technology teams to support operational delivery, with strong understanding of system dependencies without direct ownership of technology development

Strategic mindset with the ability to translate business objectives into actionable project plans and measurable outcomes

Experience supporting healthcare or Medicaid programs, including member-facing and provider-facing operations

Remote-based opportunity within the United States Opportunities to travel through your work (0-15%)Video cameras must be used during all…