Experienced CX Project Manager

🕒 Maio 27

🏰 Missouri – Remoto

🏰 Missouri – Remote

💵 $81.100 - $115.900 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

👷‍♀️ Gerente de Projetos

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Gainwell Technologies

SiteLinkedInTodas as Vagas

10.000+ funcionários

⚕️ Seguro de Saúde

💰 Grant em 2023-06

Healthcare Insurance • Human Services • Healthcare

A Gainwell Technologies é a principal provedora do país de soluções digitais e cloud-enabled em todo o ecossistema de serviços humanos e saúde pública. Com uma abordagem orientada por propósito, a Gainwell atende clientes nos 50 estados dos EUA, com foco em melhorar os desfechos em saúde e oferecer experiências intuitivas e centradas nas pessoas. Seu portfólio abrangente inclui modernização do Medicaid Enterprise, data analytics, serviços para prestadores e soluções para farmácia — tudo projetado para impulsionar o futuro da saúde e promover o bem-estar das comunidades.

Descrição

• 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 workstreams • 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.

🎯 Requisitos

• 8+ years of project management experience in BPO, contact center, back-office operations, and/or provider-facing program environments • 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.

🏖️ Benefícios

• Generous, flexible vacation policy • Educational assistance • Comprehensive health benefits • 401(k) employer match • Leadership and technical development academies