Senior Project Manager for Customer Experience Operations

Gainwell Technologies LLC•Any city, OH

16d•$74,300 - $106,100•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.

Requirements

5+ years of experience in BPO and/or Contact Center environments, with strong understanding of operational KPIs, WFM, Quality, Training, 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 end-to-end CX client launch initiatives for contact centers and back-office operations, from scope definition through go-live and stabilization
Define project scope, objectives, success criteria, and deliverables, translating strategic goals into executable work plans and measurable milestones
Develop and manage detailed, integrated project schedules, ensuring alignment across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, Operations, and Executive stakeholders
Drive cross-functional execution without direct authority, holding teams accountable to deadlines, dependencies, and standards
Oversee large, complex programs by breaking them into manageable workstreams with clear ownership, deliverables, and risk controls
Identify, escalate, and mitigate risks and issues proactively, implementing structured mitigation and contingency plans
Lead governance routines, including executive updates, status reporting, and metric tracking to ensure transparency and alignment
Coordinate operational readiness activities, including staffing ramp plans, facilities readiness, systems access, reporting setup, knowledge transfer, and go-live validation
Guide and mentor junior project managers, promoting best practices in scope management, schedule control, and stakeholder engagement
Drive continuous improvement in launch methodology, standardization, and operational readiness processes