Senior Director, Project Manager

Role Description

The Senior Director CX Enterprise PMO at Gainwell is a transformative executive leader responsible for the strategic oversight and execution of all CX Enterprise projects. This role is accountable for driving excellence, standardization, and measurable business value through a team of Project Managers who directly manage enterprise projects.

• Oversee business activities to ensure a high standard of professional excellence is maintained among staff members.
• Direct business function including approval of overall project plan, budgets, and work breakdown structure.
• Establish and implement short- and long-term strategies to deliver services to customers within reasonable schedules and budgets.
• Communicate broadly to help ensure overall coordination for cross-functional teams.
• Drive consistency and standardization across accounts, reducing variation and improving efficiency.
• Define and enforce clear metrics that drive informed decision-making and continuous improvement.
• Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.
• Lead the development and use of enterprise specific dashboards to provide real-time visibility into project posture, performance, and risk.
• Represent the Enterprise PMO in client meetings, governance forums, and strategic discussions.
• Develop and implement project engagement frameworks that promote proactive communication, responsiveness, and trust-building.
• Collaborate with cross-functional teams to ensure cross-functional coordination and timely resolution of project risks.
• Align continuous improvement efforts with healthcare-specific requirements, including Medicaid program mandates and state/federal regulations.
• Manage and lead a team of Enterprise Project Managers.
• Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance.
• Experience working with management implications of various forms of financial data.
• Strong communication skills needed to interface with high-level customer representatives.
• Strong strategic management and planning skills.
• Ability to publicly represent the company with internal and external clients.
• Ability to use own judgment and initiative in problem resolution.
• Ability to document and mitigate risks related to Transformation efforts.

Qualifications

• 12 or more years of project management experience and healthcare account management or customer contact center leadership, with at least 8 years in leadership roles.
• Proficient with Microsoft Office suite and hardware and software applications to manage projects (MS Project, MS Visio, etc.).
• Relevant certifications such as Project Management Professional (PMP) is required.
• Extensive experience in project management, including leadership roles with a focus on strategic planning, program development, and operational management.
• Experience in building and managing comprehensive project management programs, including metrics, dashboards, and continuous improvement initiatives.
• Proven track record of building and managing high-performing teams, developing and implementing comprehensive PMOs, and driving continuous improvement initiatives.
• Knowledge of and experience managing diverse project teams across business operational areas (Authorized Services, Customer Contact Centers, Mailroom, Pharmacy, Provider Enrollment, etc.) and Industry DDI (design, develop, and implementation) acumen of Healthcare/Medicaid modules are also preferred.
• Strong written and oral communication and interpersonal skills to work effectively with team members, customers, and clients.

Requirements

• Fully remote position with the opportunity to work anywhere within the United States.
• Opportunities to travel through your work (up to 25%).
• The deadline to submit applications for this posting is May 1, 2026.
• The pay range for this position is $128,100.00 - $183,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

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.