Experienced CX Project Manager

Gainwell Technologies • Granite Heights, Wisconsin, United States • $86k - $124k / year • 2w ago

Date: May 15, 2026

Location: Any city, TX, US, 99999

Work Mode: Virtual (Exception only)

Be part of a team that unleashes the power of leading‑edge technologies to help improve the health and well‑being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary 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.

Your role in our mission

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 trade‑offs 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

What we’re looking for

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 trade‑offs 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

What you should expect in this role

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. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full‑time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

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