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 • Florida • United StatesMid-LevelSenior💰 $81,100 - $115,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading complex client launch initiatives with a focus on customer experience (CX), project management, and cross-functional collaboration. Proficient in developing integrated project plans, risk management, and effective communication with senior leadership.

Highest-signal resume keywords

Project ManagementCustomer Experience (CX)Risk ManagementCross-Functional LeadershipHealthcare 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

Executive CommunicationInfluencing StakeholdersMentoring Project Managers

Industry Keywords

BPOContact CenterMedicaidOperational ReadinessGo-Live Coordination

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 of staffing, workflows, tools, environments, and access before go-live
Validate launch criteria and coordinate go-live and stabilization activities
Partner with technology teams on system capabilities, access, and configurations without owning technology delivery
Protect CX requirements and workflows across cross-functional and technology-dependent workstreams
Identify and mitigate risks across operational and technology dependencies
Lead governance routines, executive status reporting, risk escalation, and decision-making forums
Communicate risks, tradeoffs, and complex information to senior leadership and clients
Improve CX launch methodologies, standards, readiness processes, 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, with 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 during the initial week of orientation

Benefits

Comp & perks

Work flexibility
Learning and career development
Opportunities to travel through your work (0-15%)
Generous, flexible vacation policy
401(k) employer match
Comprehensive health benefits
Educational assistance
Leadership and technical development academies