Project Manager - Customer Experience Operations

Summary

As an Project Manager - Customer Experience Operations at Gainwell, you will lead large-scale client 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.

What we're looking for

• 8+ years of project management experience in Business Process Outsourcing (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

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 pay range for this position

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.