Experienced Project Manager – Customer Experience Operations

🕒 September 22

🏄 California – Remote

🏄 California – Remote

💵 $92.9k - $132.7k / 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

• 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, deliverables, work plans, and measurable milestones • Develop and manage integrated project plans across business, operational, and technology teams • Drive cross-functional execution without direct authority and hold teams accountable to deadlines, dependencies, and deliverables • Ensure operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions • Validate staffing, workflows, tools, environments, access, and launch criteria before go-live • Coordinate and oversee go-live and stabilization activities • Partner with technology teams to align system capabilities, access, and configurations with CX operational requirements • Ensure CX requirements and workflows are represented across cross-functional and technology-dependent workstreams • Identify, assess, and mitigate risks across operational and technology dependencies • Lead governance routines, executive status reporting, risk escalation, and decision-making forums • Communicate complex information, risks, and tradeoffs to senior leadership and clients • Drive continuous improvement in CX launch methodologies, standards, and operational readiness processes • Contribute to CX launch frameworks, playbooks, and reporting practices • Mentor and guide project managers

🎯 Requirements

• 5+ years of Project Management experience in client launches with a focus on CX • Background in BPO/contact center or healthcare operations (e.g., Medicaid) preferred • Technical knowledge is a plus • Experience leading complex, cross-functional initiatives across business, operational, and technology teams • 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 • Ability to influence and drive accountability across stakeholders without direct reporting authority • Strong executive communication skills, including presenting status, risks, impacts, and tradeoffs to senior leadership and clients • Experience partnering with technology teams to support operational delivery and understanding system dependencies without owning technology development • Strategic 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 • Remote-based within the United States • Video cameras required during all interviews and 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