Customer Experience Mobilization – PM/BA, Financial

Gainwell Technologies

. Contribute to the CX DDI Mobilization team and support client contact center launch efforts .

Posted 9/29/2026full-timeRemote • Texas • United StatesMid-LevelSenior💰 $69,400 - $99,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Contact Center Launch and Project Management, with a strong focus on Business Analysis and Requirements Management. Proficient in variance management, budgeting, and stakeholder communication to drive CX goals.

Highest-signal resume keywords

Contact Center Launch ExperienceProject Management BPO ExperienceBusiness Analysis (BA) SkillsMedicaid ExperienceRequirements Traceability Management (RTM)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Requirements DocumentationVariance AnalysisBudgeting and Re-ForecastingCost ControlStakeholder ManagementRisk ManagementData AdministrationDatabase Creation TechniquesBusiness Process ImprovementCX-Specific Templates

Soft Skills

Effective CommunicationTeamworkAttention to DetailCreativitySelf-Direction

Tools & Technologies

Project Plan/WorkplanWorkbookRACIDAIRFinancial Validation ToolsData Warehousing StandardsFeedback SurveyInSight Reports

Industry Keywords

MedicaidNASPOProviderClaimsEncountersFinancialsPharmacy BenefitsRFPSolutioningProposal

About the role

Key responsibilities & impact

Contribute to the CX DDI Mobilization team and support client contact center launch efforts
Serve as a bridge between stakeholders, project managers, and clients
Verify CX-specific requirements are identified and documented
Detail how requirements are met through HRM and capture impacts, timelines, risks, and issues
Analyze, plan, outline, document, and recommend improvements to business processes supporting CX goals
Communicate business messages and ideas to leaders, stakeholders, team members, and clients
Motivate others to action and communicate key business ideas clearly
Develop integrated business requirements documents across multiple organizations
Facilitate requirements gathering and create deliverable documentation and RTM materials
Support CX RFP completion and create CX reports such as Feedback Survey and inSight Reports
Perform deep-dive variance analyses comparing actual expenditures and revenues against budgets and forecasts
Identify cost and staffing overruns or schedule delays using CV and CPI metrics
Partner with cross-functional project leads on corrective actions
Lead budgeting and re-forecasting cycles for assigned project portfolios

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, including Project Plan/Workplan, Workbook, RACI, DAIR, cost model/financial validation, 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
Flexibility, adaptability, self-direction, teamwork, creativity, and strong attention to detail
Experience managing risk, effective communication, and stakeholder management skills
Strong written and oral communication and presentation skills
Experience supporting RFP, Solutioning, Proposal, and Demo processes
Experience working with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools
Experience with variance management and cost control
Experience performing actual-versus-budget variance analyses, root-cause analysis, corrective actions, budgeting, and re-forecasting
Must be a U.S. citizen to satisfy contractual requirements
Office hours: 8a–5p Eastern Time Zone
Video cameras required during interviews and initial orientation week
Photo required during screening for verification
Stable internet connection and quiet location for screenings, interviews, and meetings
No AI tools, virtual backgrounds/filters, or visual enhancements during interviews

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