Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is seeking an experienced project management professional to support its healthcare and customer experience operations. The role leads large-scale CX launch initiatives across operational and technology workstreams, ensuring readiness, governance, go-live execution, stabilization, and transition to steady-state operations.
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
Skills
- 8+ years of Project Management experience in client launches with a focus on CX
- 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 (0-10%)
- Background in BPO/contact center or healthcare operations (e.g., Medicaid) preferred
- Technical knowledge is plus
Benefits
- Remote-based opportunity within the United States
- All salaried, full-time candidates are eligible for our generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies to help build your skills and capabilities
Company Overview
Company H1B Sponsorship