Customer Experience Mobilization – PM/BA, Financial
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Job Description
CX mobilization PM/BA supporting Gainwell Technologies’ healthcare contact center launches. Managing requirements, project artifacts, financial variance analysis, and Medicaid-related client delivery.
Responsibilities:
- Contribute to the CX DDI Mobilization team and support client contact center launch efforts
- Serve as a bridge between stakeholders, project managers, and clients
- Verify CX-specific requirements are identified and documented
- Detail how requirements are met through HRM and capture impacts, timelines, risks, and issues
- Analyze, plan, outline, document, and recommend improvements to business processes supporting CX goals
- Communicate business messages and ideas to leaders, stakeholders, team members, and clients
- Motivate others to action and communicate key business ideas clearly
- Develop integrated business requirements documents across multiple organizations
- Facilitate requirements gathering and create deliverable documentation and RTM materials
- Support CX RFP completion and create CX reports such as Feedback Survey and inSight Reports
- Perform deep-dive variance analyses comparing actual expenditures and revenues against budgets and forecasts
- Identify cost and staffing overruns or schedule delays using CV and CPI metrics
- Partner with cross-functional project leads on corrective actions
- Lead budgeting and re-forecasting cycles for assigned project portfolios
Requirements:
- 3 years Contact Center launch and/or operational exposure
- 3 years Project Management BPO practical experience generating and maintaining standard PM artifacts, including Project Plan/Workplan, Workbook, RACI, DAIR, cost model/financial validation, and CX-specific templates
- Experience defining, documenting, and managing scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM)
- 5 years’ BA experience eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS)
- 5 or more years of Medicaid experience and exposure to NASPO, Provider, Claims, Encounters and Financials (CEF), and Pharmacy Benefits
- Flexibility, adaptability, self-direction, teamwork, creativity, and strong attention to detail
- Experience managing risk, effective communication, and stakeholder management skills
- Strong written and oral communication and presentation skills
- Experience supporting RFP, Solutioning, Proposal, and Demo processes
- Experience working with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools
- Experience with variance management and cost control
- Experience performing actual-versus-budget variance analyses, root-cause analysis, corrective actions, budgeting, and re-forecasting
- Must be a U.S. citizen to satisfy contractual requirements
- Office hours: 8a–5p Eastern Time Zone
- Video cameras required during interviews and initial orientation week
- Photo required during screening for verification
- Stable internet connection and quiet location for screenings, interviews, and meetings
- No AI tools, virtual backgrounds/filters, or visual enhancements during interviews
Benefits:
- Work flexibility
- Learning and career development
- Generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies
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