Customer Experience Mobilization – PM/BA, Financial

🕒 September 29

🤠 Texas – Remote

🤠 Texas – Remote

💵 $69.4k - $99.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Contribute to the CX DDI Mobilization team and support client contact center launch efforts • Serve as a bridge between stakeholders, project managers, and clients • Verify CX-specific requirements are identified and documented • Detail how requirements are met through HRM and capture impacts, timelines, risks, and issues • Analyze, plan, outline, document, and recommend improvements to business processes supporting CX goals • Communicate business messages and ideas to leaders, stakeholders, team members, and clients • Motivate others to action and communicate key business ideas clearly • Develop integrated business requirements documents across multiple organizations • Facilitate requirements gathering and create deliverable documentation and RTM materials • Support CX RFP completion and create CX reports such as Feedback Survey and inSight Reports • Perform deep-dive variance analyses comparing actual expenditures and revenues against budgets and forecasts • Identify cost and staffing overruns or schedule delays using CV and CPI metrics • Partner with cross-functional project leads on corrective actions • Lead budgeting and re-forecasting cycles for assigned project portfolios

🎯 Requirements

• 3 years Contact Center launch and/or operational exposure • 3 years Project Management BPO practical experience generating and maintaining standard PM artifacts, including Project Plan/Workplan, Workbook, RACI, DAIR, cost model/financial validation, and CX-specific templates • Experience defining, documenting, and managing scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM) • 5 years’ BA experience eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS) • 5 or more years of Medicaid experience and exposure to NASPO, Provider, Claims, Encounters and Financials (CEF), and Pharmacy Benefits • Flexibility, adaptability, self-direction, teamwork, creativity, and strong attention to detail • Experience managing risk, effective communication, and stakeholder management skills • Strong written and oral communication and presentation skills • Experience supporting RFP, Solutioning, Proposal, and Demo processes • Experience working with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools • Experience with variance management and cost control • Experience performing actual-versus-budget variance analyses, root-cause analysis, corrective actions, budgeting, and re-forecasting • Must be a U.S. citizen to satisfy contractual requirements • Office hours: 8a–5p Eastern Time Zone • Video cameras required during interviews and initial orientation week • Photo required during screening for verification • Stable internet connection and quiet location for screenings, interviews, and meetings • No AI tools, virtual backgrounds/filters, or visual enhancements during interviews

🏖️ Benefits

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