Project Manager – Customer Experience Operations

🕒 May 26

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $86k - $124k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👷‍♀️ Project Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Healthcare Insurance • Human Services • Healthcare

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

• 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

🎯 Requirements

• 8+ years of project management experience in Business Process Outsourcing (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 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

🏖️ Benefits

• generous, flexible vacation policy • 401(k) employer match • comprehensive health benefits • educational assistance • leadership and technical development academies