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 • Texas • United StatesMid-LevelSenior💰 $92,900 - $132,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading complex CX launch initiatives across contact center, mailroom, and healthcare operations, with a strong focus on project management, risk assessment, and stakeholder communication. Proficient in developing integrated project plans and frameworks that translate business goals into actionable outcomes.

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 CenterMedicaidOperational ReadinessCross-Functional Execution

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, and deliverables
Translate business goals into actionable 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, and access against CX requirements
Confirm teams meet defined 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 cross-functional and technology-dependent workstreams
Identify, assess, and mitigate risks across operational and technology dependencies
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 and standardize 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, with 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 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