Experienced CX Project Manager

Project ManagerProject ManagerFull TimeRemoteLeadTeam 10,001+H1B SponsorCompany SiteLinkedIn

Location

Missouri

Posted

1 day ago

Salary

$81.1K - $115.9K / year

Seniority

Lead

Bachelor Degree8 yrs expEnglish

Job Description

Experienced CX Project Manager

Gainwell Technologies

• 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.

Job Requirements

  • 8+ years of project management experience in BPO, contact center, back-office operations, and/or provider-facing program environments
  • 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.

Benefits

  • Generous, flexible vacation policy
  • Educational assistance
  • Comprehensive health benefits
  • 401(k) employer match
  • Leadership and technical development academies

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