Role Description As an Experienced Project Manager, CX Launch at Gainwell, you will lead large-scale customer 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. - 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. Qualifications - 8+ years of project management experience in 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. Requirements - Remote position (US only). - Opportunities to travel through your work (0-10%). - Video cameras must be used during all interviews, as well as during the initial week of orientation. - The deadline to submit applications for this posting is 6/30/2026. - The pay range for this position is $86,000 - $124,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Benefits - Generous, flexible vacation policy. - 401(k) employer match. - Comprehensive health benefits. - Educational assistance. - A variety of leadership and technical development academies to help build your skills and capabilities.