Project Manager - Customer Experience Operations

Role Description

As an Project Manager - Customer Experience Operations at Gainwell, you will lead large-scale client experience (CX) initiatives across contact center, mailroom, data entry, back-office operations, and provider-focused program implementations. This role is accountable for ensuring operational readiness and successful delivery across cross-functional teams—from planning through go-live, hypercare, and transition to steady-state operations—while driving alignment across business, operational, and technology workstreams.

• 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.

Qualifications

• 8+ years of project management experience in Business Process Outsourcing (BPO), contact center, back-office operations, and/or provider-facing program environments (e.g., Medicaid, healthcare operations).
• 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.

Requirements

• Remote position (US only).
• Opportunities to travel through your work (0-10%).
• 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 6/30/2026.
• The pay range for this position is $86,000 - $124,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Variety of leadership and technical development academies to help build your skills and capabilities.