Experienced CX Project Manager

🕒 il y a 19 jours

🏰 Missouri – Distant

🏰 Missouri – Remote

💵 $81 100 - $115 900 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

👷‍♀️ Chef de Projet

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Gainwell Technologies

Site WebLinkedInTous les Emplois

10 000+ employés

⚕️ Assurance santé

💰 Grant en 2023-06

Healthcare Insurance • Human Services • Healthcare

Gainwell Technologies est le principal fournisseur national de solutions numériques et en mode cloud dans l'écosystème des services sociaux et de la santé publique. Avec une approche axée sur les missions, Gainwell sert des clients dans les 50 états américains, en se concentrant sur l'amélioration des résultats de santé et la fourniture d'expériences intuitives centrées sur l'humain. Leur gamme complète de solutions comprend la modernisation de l'entreprise Medicaid, l'analyse de données, les services aux prestataires et les solutions pharmaceutiques, toutes conçues pour faire progresser l'avenir des soins de santé et améliorer le bien-être communautaire.

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.

🎯 Exigences

• 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.

🏖️ Avantages

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