Project Manager - Customer Experience Operations

Summary

As an Project Manager - Customer Experience Operations at Gainwell, you will lead large-scale client experience (CX) initiatives across contact center, mailroom, data entry, back-office operations, and provider-focused program implementations. This role is accountable for ensuring operational readiness and successful delivery across cross-functional teams—from planning through go-live, hypercare, and transition to steady-state operations—while driving alignment across business, operational, and technology workstreams.

Your role in our mission

• 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 

What we're looking for

• 8+ years of project management experience in Business Process Outsourcing (BPO), contact center, back-office operations, and/or provider-facing program environments (e.g., Medicaid, healthcare operations)
• 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

What you should expect in this role

• Remote position (US only)
• Opportunities to travel through your work (0-10%)
• Video cameras must be used during all interviews, as well as duri