Experienced Project Manager – Customer Experience Operations

Gainwell Technologies

. Lead end-to-end CX launch initiatives across contact center, mailroom, data entry, back-office operations, and provider-facing program implementations .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $92,900 - $132,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading end-to-end customer experience (CX) launch initiatives, managing integrated project plans, and driving cross-functional collaboration across business, operational, and technology teams. Proficient in project scoping, risk management, and executive communication to ensure successful project delivery and operational readiness.

Highest-signal resume keywords

Project ManagementCX Launch InitiativesRisk ManagementExecutive CommunicationHealthcare Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ScopingDependency MappingResource PlanningCritical Path ManagementGovernance Frameworks

Soft Skills

Influencing StakeholdersMentoring Project Managers

Industry Keywords

BPOContact CenterHealthcare OperationsMedicaidOperational Readiness

About the role

Key responsibilities & impact

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, deliverables, work plans, and measurable milestones
Develop and manage integrated project plans across business, operational, and technology teams
Drive cross-functional execution and accountability for deadlines, dependencies, and deliverables
Ensure operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions
Validate staffing, workflows, tools, environments, access, and launch criteria before go-live
Coordinate and oversee go-live and stabilization activities
Partner with technology teams on system capabilities, access, and configurations without owning technology delivery
Ensure CX requirements and workflows are represented across workstreams
Identify, assess, and mitigate operational and technology dependency risks
Lead governance routines, executive status reporting, risk escalation, and decision-making forums
Communicate information, risks, and tradeoffs to senior leadership and clients
Improve CX launch methodologies, standards, and operational readiness processes
Develop CX launch frameworks, playbooks, and reporting practices
Mentor and guide project managers

Requirements

What you’ll need

5+ years of Project Management experience in client launches with a focus on CX
Background in BPO/contact center or healthcare operations (e.g., Medicaid) preferred
Technical knowledge is a plus
Experience leading complex, cross-functional initiatives across business, operational, and technology teams
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
Ability to influence and drive accountability across stakeholders without direct reporting authority
Strong executive communication skills, including presenting status, risks, impacts, and tradeoffs to senior leadership and clients
Experience partnering with technology teams to support operational delivery
Strong understanding of system dependencies without direct ownership of technology development
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
Video cameras must be used during all interviews and the initial week of orientation

Benefits

Comp & perks

Work flexibility
Learning and career development
0–15% travel opportunities
Flexible vacation policy
401(k) employer match
Comprehensive health benefits
Educational assistance
Leadership and technical development academies
Equal Opportunity Employer