Project Manager - Customer Experience Operations

Gainwell Technologies LLC•Any city, OH

29d•$86,000 - $124,000•Remote

About The Position

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 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.

Requirements

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

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