Program Manager of Customer Experience Portfolio (Remote, US)

Gainwell Technologies LLC•Any city, OH

2d•$86,800 - $124,000•Remote

About The Position

The Program Manager of Customer Experience Portfolio is the strategic partner to Gainwell’s Customer Experience (CX) organization. The role ensures CX initiatives align with account priorities, governance standards, resource capacity, and business objectives, while coordinating among the CX organization, account leadership, PMO, and corporate CX teams. Responsibilities combine portfolio governance, project delivery, stakeholder management, and operational planning to help CX investments deliver measurable business value and meet established intake, prioritization, and project management standards. The position manages the CX portfolio and leads CX-sponsored projects from initiation through implementation. It supports executive decision-making through portfolio visibility and reporting, promotes operational readiness and consideration of customer impact, and helps develop CX strategy and roadmaps. The role is remote-based within the United States, with 0–10% travel.

Requirements

At least 9 years of experience managing complex projects, programs, portfolios, or strategic initiatives.
Demonstrated experience governing project portfolios, demand management, intake processes, prioritization frameworks, and executive reporting.
Strong knowledge of project and program management methodologies, including PMI, Agile, Waterfall, or hybrid delivery models.
Experience facilitating executive governance forums, prioritization discussions, and cross-functional decision-making.
Proven ability to translate strategic objectives into actionable project roadmaps, delivery plans, and measurable outcomes.
Experience managing across matrixed organizations and influencing stakeholders without direct authority.
Strong analytical skills, including evaluating business value, operational impacts, resource requirements, and project risks.
Expertise in portfolio reporting, resource planning, capacity management, and project governance tools.
Exceptional written and verbal communication skills and ability to present effectively to executives, clients, and operational leaders.
Ability to balance strategic planning with hands-on project execution in a fast-paced, highly visible environment.

Nice To Haves

Experience preferably within healthcare, Medicaid, Medicaid Managed Care, or government-sponsored healthcare programs.

Responsibilities

Serve as the primary liaison between the Customer Experience organization, account leadership, PMO, and corporate CX teams for CX initiatives.
Establish and maintain governance processes so CX initiatives follow approved account intake, prioritization, funding, capacity planning, and execution frameworks.
Facilitate intake, evaluation, and prioritization of CX requests, assessing business value, operational impact, strategic alignment, risks, dependencies, and resource requirements.
Manage the CX project portfolio and provide visibility into project health, risks, issues, dependencies, milestones, and capacity constraints.
Lead planning and execution of CX-sponsored projects from initiation through implementation, ensuring delivery within approved scope, schedule, budget, and quality objectives.
Coordinate cross-functional teams across operations, technology, product, provider, claims, and business areas to support successful delivery and organizational readiness.
Develop and maintain project schedules, governance artifacts, executive status reports, dashboards, and portfolio metrics.
Monitor portfolio demand and resource capacity and ensure new initiatives are evaluated and sequenced against existing commitments.
Drive proactive risk, issue, and dependency management; escalate concerns and implement mitigation strategies to protect delivery commitments.
Communicate portfolio and project status to account leadership and corporate CX leadership, recommending priorities, resource needs, delivery-risk responses, and strategic opportunities.
Ensure operational readiness and customer-impact considerations are incorporated into project planning, implementation, and transition activities.
Support CX strategic planning and roadmap development by translating business objectives into executable initiatives and delivery plans.