Gainwell Technologies is a company dedicated to improving health and well-being through innovative technology solutions. As a Senior Professional Project Manager, you will lead complex initiatives in CX Contact Center and Back-Office Operations, ensuring successful project execution from inception to stabilization.
Responsibilities:
- Lead end-to-end CX launch and transformation 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
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
- PMP or other Project Management certification strongly preferred