Customer Experience (CX) Mobilization - PM/BA

Gainwell Technologies LLC•Any city, OH

2d•$69,400 - $99,200•Remote

About The Position

The Customer Experience (CX) Mobilization - PM/BA supports Gainwell’s CX DDI Mobilization team and client contact center launch efforts. This is a non-technical position focused on project management and business analysis to help meet client objectives and support successful launches. The role bridges stakeholders, project managers, and clients; verifies that CX-specific requirements are identified and documented; details how requirements are met; and captures impacts, timelines, risks, and issues. It analyzes and documents business processes and recommends improvements that support CX goals. The position also contributes to RFP, solutioning, proposal, and demo activities by developing genericized CX reports, including feedback surveys and inSight reports, as well as other operational reports described in RFPs and proposals. This is a fully remote position available from U.S. locations. The candidate must be a U.S. citizen to satisfy contractual requirements. Office hours are 8 a.m. to 5 p.m. Eastern Time. Video is required during interviews and the initial orientation week. The application deadline has been extended until a suitable candidate is selected. The annual pay range is $69,400 to $99,200, with the actual offer potentially varying based on factors including location, internal equity, knowledge, skills, and experience.

Requirements

At least 3 years of contact center launch and/or operational exposure.
At least 3 years of practical Project Management BPO experience generating and maintaining standard PM artifacts, including project plans/workplans, workbooks, 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).
At least 5 years of business analysis experience eliciting, drafting/documenting, and validating requirements, and identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS).
At least 5 years of Medicaid experience and exposure to NASPO, Provider, Claims, Encounters and Financials (CEF), and Pharmacy Benefits.
Flexibility, adaptability, initiative, self-direction, teamwork, creative thinking, and strong attention to detail.
Experience managing risk and strong communication and stakeholder management skills.
Strong written and oral communication and presentation skills for communicating with business leaders, clients, and stakeholders.
Experience working with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools.
Must be a U.S. citizen to satisfy contractual requirements.
Must be able to work office hours of 8 a.m. to 5 p.m. Eastern Time.

Nice To Haves

Developing integrated business requirements documents (BRDs) across multiple organizations.
Strong facilitation skills focused on requirements gathering, deliverable documentation, and Requirements Traceability Management (RTM).
Working knowledge of supporting CX RFP completion.

Responsibilities

Bridge stakeholders, project managers, and clients.
Verify that CX-specific requirements are identified and documented, detail how requirements are met (HRM), and capture impacts, timelines, risks, and issues.
Analyze, plan, outline, and document business processes, and recommend improvements to support CX goals.
Communicate business ideas and messages effectively to business leaders, stakeholders, team members, and clients; motivate others to take action.
Generate and maintain standard project management artifacts, including project plans/workplans, workbooks, RACI, DAIR, cost model/financial validation, and CX-specific templates.
Define, document, and manage scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM).
Elicit, draft, document, and validate requirements, including identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS).
Support RFP, solutioning, proposal, and demo processes by creating and developing CX reports such as feedback surveys, inSight reports, and other operational reports.
Use experience with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools to provide support.