Experienced Project Manager for Customer Experience Operations

Gainwell Technologies is a healthcare-focused technology and services company that supports improved healthcare operations. The Project Manager will lead CX-focused client launches across contact center, mailroom, data entry, back-office, and provider-facing operations by coordinating cross-functional teams, ensuring operational readiness, managing risks, and supporting go-live and stabilization.

Responsibilities:

• 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

Requirements:

• • 5+ years of Project Management experience in client launches with a focus on CX
• • Background in BPO/contact center or healthcare operations (e.g., Medicaid) preferred; technical knowledge is plus
• • 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
• • Remote-based opportunity within the United States
• • Opportunities to travel through your work (0-15%)