CSC Manager

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 the CSC Manager at Gainwell, you will lead the day-to-day operations of the Customer Service Center, supporting customer service and CRM initiatives that serve the healthcare and human services needs of our communities. You will supervise teams, manage performance and service levels, and guide projects through key phases of delivery to ensure high-quality outcomes for solutions relied upon by millions. Most importantly, you will grow as a leader through hands-on operational leadership and Gainwell's commitment to professional development.

Your role in our mission

Essential Job Functions

• Provides day-to-day leadership and operational oversight of the Customer Service Center (CSC), including supervision of daily activities, quality assurance and quality improvement efforts, workforce management, hiring, onboarding, and training of CSC staff.
• Manages and coordinates resource scheduling and provisioning to ensure CSC responsibilities are met efficiently and in alignment with project timelines, service levels, and State requirements.
• Actively identifies, assesses, and mitigates project risks related to software design, development, testing, and implementation activities, escalating issues as appropriate to the CSC Project Director.
• Oversees, tracks, and reports on service level agreements (SLAs), performance standards, and development status, providing regular updates, metrics, and recommendations to the CSC Project Director.
• Monitors and analyzes the progress and performance of CSC operations, including project delivery, budgets, reporting, and operational effectiveness, ensuring corrective actions are implemented when performance gaps are identified.
• Participates in system testing, enhancements, and continuous improvement initiatives, ensuring operational readiness and alignment with evolving business and technical requirements.
• Ensures CSC operations comply with State policies, procedures, contractual obligations, and approved standards, supporting audit readiness and operational consistency.
• Collaborates closely with the CSC Project Director, Technical Lead, Business Operations Lead, and other stakeholders to ensure coordinated execution and delivery across all CSC functions.

What we're looking for

Basic Qualifications

• 5 years of experience managing, or serving in a key management role for, large-scale customer service and/or CRM projects encompassing the full system development life cycle from initiation through post-implementation, including experience using standard Project Management methodologies and project management tools to manage plans, timelines, and resources.
• Possession of a current Project Management Professional (PMP) certification or a comparable project management certification.
• Previous Medicaid and CRM experience is required
• Bachelor's degree in health care, business administration, information technology, or a related field; or four (4) additional years of experience, in addition to the required five (5) years of experience, may be substituted for the bachelor's degree.

Other Qualifications

• Excellent communication skills, including strong writing skills, small group facilitation skills, and formal presentation skills.

What you should expect in this role

Work Environment

• Onsite Role: Applicants must reside in Little Rock, AR or within a commutable distance
• Travel based on business need (25 %)
• Willingness to work a flexible schedule to accommodate business needs and travel as required
• Video cameras must be used during all interviews

This posting is intended for pipelining. We will accept applications on an ongoing basis.

The pay range for this position is $106,500 - $152,100 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.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

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.