[Hiring] Customer Experience Mobilization - PM/BA @Gainwell Technologies LLC

Role Description

As a Customer Experience (CX) Mobilization - PM/BA at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges.

Bring your passion for Project Management and Business Analysis skills to the Client Experience (CX) DDI Mobilization team. Your contributions will help us successfully position our CX DDI PM team to meet our client contact center launch efforts.

This is not a technical position.

Your role in our mission:

• Play a critical part in ensuring Gainwell is meeting our clients’ objectives in important areas.
• Be a knowledgeable bridge between stakeholders, project managers, and clients.
• Verify all CX-specific requirements are correctly identified and documented.
• Detail how requirements are met (HRM) and capture impacts, timelines, risks, and issues.
• Analyze, plan, outline, document, or make recommendations to improve business processes to support CX goals.
• Project strong professional presence and communication skills to deliver messages to business leaders, stakeholders, team members, and clients.
• Motivate others to action and communicate key business ideas in a digestible way.

Qualifications

• 3 years Contact Center launch and/or operational exposure.
• 3 years Project Management BPO practical experience generating and maintaining standard PM artifacts:
• Project Plan/Workplan
• Workbook
• RACI
• DAIR
• Validating cost model/financials
• CX specific templates
• Adept at defining, documenting, and managing scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM).
• 5 years’ BA experience eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS).
• 5 or more years of Medicaid experience and exposure to NASPO, Provider, Claims, Encounters, and Financials (CEF), Pharmacy Benefits.
• Highly flexible, adaptable, self-starter, self-directed, team player, creative thinker, strong attention to detail.
• Experience managing risk, effective communication skills, and stakeholder management skills.
• Strong written and oral communication and presentation skills to deliver messages to business leaders, clients, and stakeholders.
• Support RFP, Solutioning, Proposal, and Demo Process to create and develop CX Reports such as Feedback Survey, inSight Reports, and other operational reports described in RFP and Proposal Process.
• Experience working with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools to support.

Requirements

• Develop integrated business requirements documents (BRDs) across multiple organizations.
• Strong facilitation skills with a focus on requirements gathering, creating deliverable documentation, and Requirements Traceability Management (RTM).
• Working knowledge of supporting CX RFP completion.

Benefits

• Fully remote position available from U.S. locations.
• Must be a U.S. citizen to satisfy contractual requirements.
• Office Hours: 8a - 5p eastern time zone.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.
• Photo will be taken during screening for verification in all steps of the recruitment process.
• The deadline to submit applications for this posting is October 15, 2026.
• Please ensure you join all screenings, interviews, and meetings from a quiet location with a stable internet connection.
• Video is required for screenings and interviews, so please test your camera and microphone in advance.
• Do not use AI tools, virtual backgrounds/filters, or visual enhancements during the interview.
• The pay range for this position is $69,400.00 - $99,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
• 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.