Experienced CX Project Manager

Date:
May 15, 2026

Location:

Any city, TX, US, 99999

Work Mode:
Virtual (Exception only)

Be part of a team that unleashes the power of leading‑edge technologies to help improve the health and well‑being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance.

We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

As an Experienced Project Manager, CX Launch at Gainwell, you will lead large‑scale customer experience (CX) initiatives across contact center, mailroom, data entry, back‑office operations, and provider‑focused program implementations. This role is accountable for ensuring operational readiness and successful delivery across cross‑functional teams—from planning through go‑live, hypercare, and transition to steady‑state operations—while driving alignment across business, operational, and technology work streams.

• 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 trade‑offs 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

• 8+ years of project management experience in BPO, contact center, back‑office operations, and/or provider‑facing program environments (e.g., Medicaid, healthcare operations)
• 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 trade‑offs to…