Senior Project Manager – Customer Experience Operations

🔥 8 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $69.4k - $99.2k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New 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

💼 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 detailed, integrated project schedules • Align Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, Operations, and Executive stakeholders • Drive cross-functional execution without direct authority • Oversee large, complex programs through manageable workstreams with clear ownership, deliverables, and risk controls • Identify, escalate, and mitigate risks and issues • Lead governance routines, executive updates, status reporting, and metric tracking • Coordinate operational readiness, 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 • Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches • Strong 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 • Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority • Ability to translate business objectives into actionable project roadmaps and measurable results • Collaborative leadership across diverse teams

🏖️ Benefits

• Work flexibility • Learning and career development • Opportunities to travel through your work (0-15%) • Flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies