Senior Project Manager - CX Launch

Gainwell Technologies LLC•Any city, OH

6d•$69,400 - $99,200•Remote

About The Position

As a Project Manager specializing in CX Contact Center and Back-Office Operational launches, you will drive complex, cross-functional initiatives that enable Gainwell to deliver exceptional health and human services outcomes through technology and operational excellence. Strengthen the quality and smooth running of important projects as we create innovative, purpose-built technologies and solutions for our company and clients. Lead one or more medium-sized project management teams by overseeing smaller aspects of a larger technological program. Go all in as you contribute directly to projects, assist in staffing and overseeing assigned staff by providing direction and deadlines to ensure quality and the timely completion of tasks. Interface with the client, company and project team leadership, measuring and communicating project metrics and recommending program changes as needed. Drive the quality of project deliverables across all phases of the program by creating objectives, schedules, program definitions and budgets. Help ensure project timeliness and quality by identifying and mitigating risk through status reporting and project updates. Prepare detailed SOW for clients and obtain agreement and approval from stakeholders on the scope of that work.

Requirements

5+ years of experience in BPO and/or Contact Center environments, with strong understanding of operational KPIs, WFM, Quality, Reporting, and Service Level performance drivers
Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches
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
Strong executive communication skills with the ability to clearly present status, risks, and tradeoffs to senior leadership and clients
Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority
Strategic thinker who can translate business objectives into actionable project roadmaps and measurable results
Collaborative leader who drives accountability, transparency, and results across diverse teams

Nice To Haves

PMP or other Project Management certification strongly preferred

Responsibilities

Lead one or more medium-sized project management teams by overseeing smaller aspects of a larger technological program
Contribute directly to projects, assist in staffing and overseeing assigned staff by providing direction and deadlines to ensure quality and the timely completion of tasks
Interface with the client, company and project team leadership, measuring and communicating project metrics and recommending program changes as needed
Drive the quality of project deliverables across all phases of the program by creating objectives, schedules, program definitions and budgets
Help ensure project timeliness and quality by identifying and mitigating risk through status reporting and project updates
Prepare detailed SOW for clients and obtain agreement and approval from stakeholders on the scope of that work