Customer Experience (CX) Mobilization - PM/BA w/Financial

Gainwell Technologies LLC; Columbus (OH); Remote; USD 69,000 - 99,000; Full time

Benefits offered by this job

Flexible vacation

401(k) match

Health benefits

Educational assistance

Job summary

Gainwell Technologies LLC is seeking a Customer Experience (CX) Mobilization - PM/BA with Financials to help align CX initiatives with client needs. You will work with stakeholders, PMs, and clients to document requirements, timelines, risks, and ROI for CX programs.

The role emphasizes non-technical PM/BA work, including RFP support, requirements validation, and cross-functional coordination across client contact centers. Fully remote from US locations with standard business hours.

Qualifications

• 3 years Contact Center launch and/or operational exposure.
• 5 years BA experience eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM).
• Experience with Medicaid, NASPO, Provider, Claims, Encounters and Financials (CEF), Pharmacy Benefits.
• Strong written and oral communication and presentation skills.

Responsibilities

• Bridge between stakeholders, project managers, and clients.
• Verify CX requirements are correctly identified and documented.
• Outline impacts, timelines, risks and issues (HRM).
• Document how requirements are met (RTM) and manage traceability.
• Support CX reporting and analytics for RFPs and demos.
• Lead communications to business leaders and project teams.

Skills

Project management

Business analysis

Stakeholder management

Requirements RTM

RFP support

Data analysis

Job description

Summary

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.

As a Customer Experience (CX) Mobilization - PM/BA w/Financial 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 successfully meet our client contact center launch efforts.

This is not a technical position. Here are the details on this 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 capturing 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.

What we're looking for

• 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, as well as 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
• You are highly flexible, adaptable, self-starter, self-directed, team player, creative thinker, strong attention to detailExperience managing risk, effective communication skills and stakeholder management skillsStrong written and oral communication and presentation skills
• 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. These are genericized reports that are used in RFP’s and Demo’s.
• Experience working with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools to support

Variance Management & Cost Control

Actual vs. Budget

Perform deep-dive variance analyses comparing actual expenditures and revenues against baseline budgets and forecast.

Root-Cause Analysis

Identify cost and staffing overruns or schedule delays using metrics like Cost Variance (CV) and Cost Performance Index (CPI).

Corrective Actions

Partner with cross-functional project leads to implement corrective adjustments and bring off-track budgets back to baseline.

Forecasting & Budgeting Operations

Lifecycle Management

Lead budgeting and re-forecasting cycles for assigned project portfolios

Experience that Sets You Apart

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

What you should expect in this role

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.

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.

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 …