CX Project Manager

Gainwell Technologies

Experienced Project Manager leading CX initiatives at Gainwell. Overseeing operations and project execution for customer experience programs.

Posted 5/16/2026full-timeRemote • Texas • 🇺🇸 United StatesSeniorLead💰 $86,000 - $124,000 per yearWebsite

About the role

Key responsibilities & impact

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
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
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
Identify, assess, and proactively mitigate risks across operational and technology dependencies
Lead governance routines, including executive status reporting, risk escalation, and decision-making forums
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

What you’ll need

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

Benefits

Comp & perks

Flexible vacation policy
Educational assistance
Comprehensive health benefits
401(k) employer match
Leadership and technical development academies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementrisk managementdependency mappingresource planningcritical path managementproject scopingissue resolutiongovernance frameworksCX launch methodologiesoperational readiness

Soft Skills

executive communicationinfluenceaccountabilitystakeholder engagementmentoringcross-functional leadershipstrategic mindsetcontinuous improvementclear presentationcomplex information communication