Senior Project Manager for Customer Experience Operations

About the role

As a Project Manager specializing in CX Contact Center and Back-Office Operational launches, you will drive complex, cross-functional initiatives that enable Gainwell to deliver exceptional health and human services outcomes through technology and operational excellence.

Responsibilities

• Lead end-to-end CX client launch 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, Training, 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
• PMP or other Project Management certification strongly preferred
• Strong executive communication skills with the ability to clearly present status, risks