Senior Project Manager – Customer Experience Operations

Gainwell Technologies

. Lead end-to-end CX client launch initiatives for contact centers and back-office operations, from scope definition through go-live and stabilization .

Posted 10/22/2026full-timeRemote • Texas • United StatesSenior💰 $69,400 - $99,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading end-to-end client launch initiatives within BPO and Contact Center environments, focusing on project scoping, risk management, and operational readiness. Proven ability to influence cross-functional stakeholders and drive continuous improvement in launch methodologies.

Highest-signal resume keywords

Project Management Professional (PMP)BPO ExperienceContact Center OperationsRisk ManagementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ScopingOperational KPIsIntegrated Project PlansDependency MapsResource PlansChange ControlGovernance FrameworksMetric TrackingOperational ReadinessContinuous Improvement

Soft Skills

Executive CommunicationInfluencing StakeholdersCollaborative LeadershipMentoringProblem Solving

Certifications & Qualifications

Project Management Certification

Industry Keywords

Talent AcquisitionTrainingQuality ManagementWorkforce ManagementReportingService Level Performance

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead end-to-end CX client launch initiatives for contact centers and back-office operations, from scope definition through go-live and stabilization
Define project scope, objectives, success criteria, and deliverables
Translate strategic goals into executable work plans and measurable milestones
Develop and manage detailed, integrated project schedules
Align Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, Operations, and Executive stakeholders
Drive cross-functional execution without direct authority
Oversee large, complex programs through manageable workstreams with clear ownership, deliverables, and risk controls
Identify, escalate, and mitigate risks and issues
Lead governance routines, executive updates, status reporting, and metric tracking
Coordinate operational readiness, including staffing ramp plans, facilities readiness, systems access, reporting setup, knowledge transfer, and go-live validation
Guide and mentor junior project managers
Drive continuous improvement in launch methodology, standardization, and operational readiness processes

Requirements

What you’ll need

5+ years of experience in BPO and/or Contact Center environments
Strong understanding of operational KPIs, WFM, Quality, Training, Reporting, and Service Level performance drivers
Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches
Strong ability to build and manage integrated project plans, dependency maps, resource plans, and critical paths
Expertise in project scoping, risk management, change control, and governance frameworks
PMP or other Project Management certification strongly preferred
Strong executive communication skills
Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority
Ability to translate business objectives into actionable project roadmaps and measurable results
Collaborative leadership across diverse teams

Benefits

Comp & perks

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