[Hiring] Senior Project Manager for Customer Experience Operations @Gainwell Technologies LLC

Role Description

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.

• 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.

Qualifications

• 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, and tradeoffs to senior leadership and clients.
• Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority.
• Strategic thinker who can translate business objectives into actionable project roadmaps and measurable results.
• Collaborative leader who drives accountability, transparency, and results across diverse teams.

Requirements

• Remote-based opportunity within the United States.
• Opportunities to travel through your work (0-15%).
• 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 9/30/2026.
• The pay range for this position is $74,300.00 - $106,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Variety of leadership and technical development academies to help build your skills and capabilities.