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Customer Experience Mobilization – PM/BA
Gainwell Technologies. Serve as a critical contributor ensuring Gainwell meets client objectives .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Business Requirements Documentation (BRD), Requirements Traceability Management (RTM), and stakeholder management within the context of Contact Center operations. Proven ability to analyze and improve business processes while effectively communicating with diverse teams and clients.
Highest-signal resume keywords
Business Requirements Documentation (BRD)Requirements Traceability Management (RTM)Project Management BPO ExperienceMedicaid ExperienceStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Requirements GatheringRisk ManagementData AdministrationDatabase Creation TechniquesBusiness Process ImprovementClient-Facing Requirements ValidationProject Plan/WorkplanRACIDAIRCX-Specific Templates
Soft Skills
Effective CommunicationTeam PlayerCreative ThinkingAttention to DetailMotivational Skills
Tools & Technologies
Data Warehousing StandardsFeedback Survey ReportsInSight Reports
Industry Keywords
Contact CenterMedicaidNASPOProviderClaimsEncountersFinancialsPharmacy BenefitsRFPSolutioning
About the role
Key responsibilities & impact- Serve as a critical contributor ensuring Gainwell meets client objectives
- Act as a knowledgeable bridge between stakeholders, project managers, and clients
- Verify CX-specific requirements are identified and documented
- Detail how requirements are met (HRM) and capture impacts, timelines, risks, and issues
- Analyze, plan, outline, document, or recommend improvements to business processes supporting CX goals
- Deliver messages to business leaders, stakeholders, team members, and clients
- Motivate others to action and communicate key business ideas in a digestible way
- Develop integrated business requirements documents (BRDs) across multiple organizations
- Facilitate requirements gathering and create deliverable documentation and Requirements Traceability Management (RTM)
- Support CX RFP completion
- Support client contact center launch efforts for the CX DDI Mobilization team
Requirements
What you’ll need- 3 years Contact Center launch and/or operational exposure
- 3 years Project Management BPO practical experience generating and maintaining standard PM artifacts: Project Plan/Workplan, Workbook, RACI, DAIR, validating cost model/financials, and CX-specific templates
- Experience defining, documenting and managing scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM)
- 5 years’ BA experience eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS)
- 5 or more years of Medicaid experience and exposure to NASPO, Provider, Claims, Encounters and Financials (CEF), and Pharmacy Benefits
- Highly flexible, adaptable, self-starter, self-directed, team player, creative thinker, with strong attention to detail
- Experience managing risk, effective communication skills and stakeholder management skills
- Strong written and oral communication and presentation skills
- Experience supporting RFP, Solutioning, Proposal and Demo processes and creating CX reports such as Feedback Survey and inSight Reports
- Experience with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools
- Must be a U.S. citizen to satisfy contractual requirements
- Video cameras must be used during all interviews and during the initial week of orientation
- Must join screenings, interviews and meetings from a quiet location with a stable internet connection
- Must use video for screenings and interviews
- Must not use AI tools, virtual backgrounds/filters, or visual enhancements during the interview
Benefits
Comp & perks- Work flexibility
- Learning and career development
- Generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies