Senior Project Manager for Customer Experience Operations

Responsibilities

Lead end-to-end CX client launch initiatives for contact centers and back-office operations from scope definition through go-live. Drive cross-functional execution by managing integrated project schedules and ensuring alignment across various internal departments.

Requirements

Requires 5+ years of experience in BPO or contact center environments with expertise in operational KPIs and project management frameworks. Strong ability to influence cross-functional stakeholders and manage complex project roadmaps is essential.

Skills

• Project management
• Customer experience
• Contact center operations
• Back-office operations
• Cross-functional leadership
• Risk management
• Operational readiness
• Stakeholder management
• Strategic planning
• Change control
• Governance frameworks
• Executive communication
• Workforce management
• Quality assurance
• Training coordination
• Reporting

Benefits

• Flexible vacation policy
• 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• Leadership development academies
• Technical development academies

About this role

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 
 Summary

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.

 Your role in our mission

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
What we're looking for

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
What you should expect in this role

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 10/30/2026
 
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. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. 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.
 
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
 
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

About Gainwell Technologies LLC

IT Services and IT Consulting · 10,001+ employees · headquartered in United States