Experienced CX Project Manager
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Job Description
Experienced Project Manager leading large-scale customer experience initiatives across various operations at Gainwell. Facilitating cross-functional alignment and operational readiness for successful program implementations.
Responsibilities:
- 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, translating business goals into actionable work plans and measurable milestones
- Develop and manage integrated project plans, ensuring alignment across business, operational, and technology teams, including Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations
- Drive cross-functional execution without direct authority, holding teams accountable to deadlines, dependencies, and deliverables
- Ensure operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions, including validation that staffing, workflows, tools, environments, and access are aligned to CX requirements
- Validate readiness beyond status reporting, confirming teams meet defined launch criteria prior to go-live
- Coordinate and oversee go-live and stabilization activities to support successful service delivery and performance outcomes
- Partner with technology teams to ensure system capabilities, access, and configurations align with CX operational requirements, without direct ownership of technology delivery
- Ensure CX requirements and workflows are represented, protected, and aligned across all cross-functional and technology-dependent workstreams
- Identify, assess, and proactively mitigate risks across operational and technology dependencies, ensuring CX impacts are clearly understood and addressed
- Lead governance routines, including executive status reporting, risk escalation, and decision-making forums to ensure transparency and alignment
- Communicate complex information, risks, and tradeoffs clearly and concisely to senior leadership and clients
- Drive continuous improvement in CX launch methodologies, standards, and operational readiness processes
- Contribute to the development and standardization of CX launch frameworks, playbooks, and reporting practices
- Mentor and guide project managers, promoting best practices in planning, execution, and stakeholder engagement.
Requirements:
- 8+ years of project management experience in BPO, contact center, back-office operations, and/or provider-facing program environments
- Demonstrated experience leading complex, cross-functional initiatives across business, operational, and technology teams
- Strong 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
- Proven ability to influence and drive accountability across stakeholders without direct reporting authority
- Strong executive communication skills, with the ability to clearly present 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
- Strategic mindset with the 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.
Benefits:
- Generous, flexible vacation policy
- Educational assistance
- Comprehensive health benefits
- 401(k) employer match
- Leadership and technical development academies
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