Experienced Project Manager for Customer Experience Operations

Experienced Project Manager for Customer Experience OperationsDate: Sep 22, 2026 Location: Any city, TX, US, 99999 Req ID: 38642 Work Mode: Virtual (Exception only)Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.Summary As a Project Manager specializing in CX contact center, mailroom, data entry, back-office operations, and provider-facing program launches, you will enable successful service delivery by driving cross-functional alignment, ensuring operational readiness, and protecting CX outcomes across all phases of implementation. You will partner across business, operational, and technology teams to ensure workflows, systems, and processes are aligned to support end-to-end customer and provider experiences, while not owning direct technology delivery.Your role in our mission:Lead end-to-end CX launch initiatives across contact center, mailroom, data entry, back-office operations, and provider-facing program implementationsDefine project scope, objectives, success criteria, and deliverables, translating business goals into actionable work plans and measurable milestonesDevelop and manage integrated project plans, ensuring alignment across business, operational, and technology teams, including Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and OperationsDrive cross-functional execution without direct authority, holding teams accountable to deadlines, dependencies, and deliverablesEnsure 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 requirementsValidate readiness beyond status reporting, confirming teams meet defined launch criteria prior to go-liveCoordinate and oversee go-live and stabilization activities to support successful service delivery and performance outcomesPartner with technology teams to ensure system capabilities, access, and configurations align with CX operational requirements, without direct ownership of technology deliveryEnsure CX requirements and workflows are represented, protected, and aligned across all cross-functional and technology-dependent workstreamsIdentify, assess, and proactively mitigate risks across operational and technology dependencies, ensuring CX impacts are clearly understood and addressedLead governance routines, including executive status reporting, risk escalation, and decision-making forums to ensure transparency and alignmentCommunicate complex information, risks, and tradeoffs clearly and concisely to senior leadership and clientsDrive continuous improvement in CX launch methodologies, standards, and operational readiness processesContribute to the development and standardization of CX launch frameworks, playbooks, and reporting practicesMentor and guide project managers, promoting best practices in planning, execution, and stakeholder engagementWhat we're looking for: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 plus.Demonstrated experience leading complex, cross-functional initiatives across business, operational, and technology teamsStrong ability to develop and manage integrated project plans, including dependency mapping, resource planning, and critical path managementExpertise in project scoping, risk management, issue resolution, and governance frameworksProven ability to influence and drive accountability across stakeholders without direct reporting authorityStrong executive communication skills, with the ability to clearly present status, risks, impacts, and tradeoffs to senior leadership and clientsExperience partnering with technology teams to support operational delivery, with strong understanding of system dependencies without direct ownership of technology developmentStrategic mindset with the ability to translate business objectives into actionable project plans and measurable outcomesExperience supporting healthcare or Medicaid programs, including member-facing and provider-facing operationsWhat you should expect in this role:Remote-based opportunity within the United States Opportunities to travel through your work (0-15%) Video cameras must be used during all interviews, as well as during the initial week of orientation The deadline to submit applications for this posting is 9/30/2026 The pay range for this position is $92,900.00 - $132,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits."