Senior Project Manager – CX Launch
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Job Description
Project Manager specializing in CX Contact Center and Back-Office Operational launches. Drive complex initiatives for exceptional health and human services outcomes at Gainwell.
Responsibilities:
- drive complex, cross-functional initiatives
- lead one or more medium-sized project management teams
- contribute directly to projects, assist in staffing and overseeing assigned staff
- interface with the client, company and project team leadership
- drive the quality of project deliverables across all phases of the program
- prepare detailed SOW for clients and obtain agreement and approval from stakeholders
Requirements:
- 5+ years of experience in BPO and/or Contact Center environments
- understanding of operational KPIs, WFM, Quality, Reporting, and Service Level performance drivers
- experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams
- 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
- strategic thinker
- collaborative leader
Benefits:
- generous, flexible vacation policy
- educational assistance
- comprehensive health benefits
- 401(k) employer match
- leadership and technical development academies
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