Senior Project Manager – Customer Experience Operations

🕒 September 22

🇺🇸 United States – Remote

💵 $74.3k - $106.1k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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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

• Lead end-to-end CX client launch initiatives for contact centers and back-office operations from scope definition through go-live and stabilization • Define project scope, objectives, success criteria, and deliverables • Translate strategic goals into executable work plans and measurable milestones • Develop and manage integrated project schedules across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, Operations, and Executive stakeholders • Drive cross-functional execution without direct authority and hold teams accountable to deadlines, dependencies, and standards • Oversee large, complex programs through manageable workstreams with clear ownership, deliverables, and risk controls • Identify, escalate, and mitigate risks and issues using structured mitigation and contingency plans • Lead governance routines, executive updates, status reporting, and metric tracking • Coordinate operational readiness activities including staffing ramp plans, facilities readiness, systems access, reporting setup, knowledge transfer, and go-live validation • Guide and mentor junior project managers • Drive continuous improvement in launch methodology, standardization, and operational readiness processes

🎯 Requirements

• 5+ years of experience in BPO and/or Contact Center environments • Strong understanding of operational KPIs, WFM, Quality, Training, Reporting, and Service Level performance drivers • Experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches • Ability to build and manage integrated project plans, dependency maps, resource plans, and critical paths • Expertise in project scoping, risk management, change control, and governance frameworks • PMP or other Project Management certification strongly preferred • Strong executive communication skills for presenting status, risks, and tradeoffs to senior leadership and clients • Ability to influence and mobilize cross-functional stakeholders without direct reporting authority • Ability to translate business objectives into actionable project roadmaps and measurable results • Video cameras must be used during all interviews and during the initial week of orientation

🏖️ Benefits

• Work flexibility • Learning and career development • Travel opportunities (0–15%) • Flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies