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 9/22/2026full-timeRemote • United StatesSenior💰 $74,300 - $106,100 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 cross-functional collaboration. Proficient in developing integrated project plans and driving operational readiness while mentoring junior project managers.

Highest-signal resume keywords

Project Management Professional (PMP)Risk ManagementCross-Functional CollaborationOperational KPIsGovernance Frameworks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ScopingIntegrated Project PlansDependency MapsResource PlansChange ControlGovernance FrameworksOperational ReadinessMetric TrackingContinuous ImprovementService Level Performance

Soft Skills

Executive CommunicationInfluencing StakeholdersMentoringAccountabilityProblem Solving

Tools & Technologies

Workforce Management (WFM)Reporting SystemsQuality Management ToolsTraining PlatformsFacilities Management Systems

Certifications & Qualifications

Project Management Professional (PMP)

Industry Keywords

BPOContact CenterTalent AcquisitionTrainingQualityOperationsGo-Live ValidationRisk ControlsStakeholder EngagementOperational Readiness Activities

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 integrated project schedules across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, Operations, and Executive stakeholders
Drive cross-functional execution without direct authority and hold teams accountable to deadlines, dependencies, and standards
Oversee large, complex programs through manageable workstreams with clear ownership, deliverables, and risk controls
Identify, escalate, and mitigate risks and issues using structured mitigation and contingency plans
Lead governance routines, executive updates, status reporting, and metric tracking
Coordinate operational readiness activities 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
Experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches
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 for presenting status, risks, and tradeoffs to senior leadership and clients
Ability to influence and mobilize cross-functional stakeholders without direct reporting authority
Ability to translate business objectives into actionable project roadmaps and measurable results
Video cameras must be used during all interviews and during the initial week of orientation

Benefits

Comp & perks

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