Program Manager of Customer Experience Portfolio (Remote, US)

Gainwell Technologies LLC; Ohio; Remote; USD 87,000 - 124,000; Full time

Benefits offered by this job

401(k) match

Health benefits

Educational assistance

Flexible vacation policy

Leadership and technical development

Job summary

Gainwell Technologies LLC is seeking a Program Manager of Customer Experience Portfolio to serve as a strategic partner for the CX organization, aligning initiatives with account priorities, governance, capacity, and business objectives. You will coordinate between CX, account leadership, PMO, and corporate CX teams to manage demand and provide executive portfolio reporting.

This role combines governance, delivery, stakeholder management, and operational planning to ensure CX investments deliver

Qualifications

• 9+ years of experience managing complex projects, programs, portfolios, or strategic initiatives.
• Experience governing project portfolios, demand management, intake processes, prioritization frameworks, and executive reporting.
• Strong knowledge of project and program management methodologies (PMI, Agile, Waterfall, or hybrid).
• Experience facilitating executive governance forums and cross-functional decision-making.
• Ability to translate strategic objectives into actionable roadmaps and measurable outcomes.
• Experience managing across matrixed organizations and influencing stakeholders without direct authority.
• Strong analytical skills for evaluating business value, operational impact, and risks.
• Expertise in portfolio reporting, resource planning, capacity management, and governance tools.
• Exceptional written and verbal communication for executives and operational leaders.
• Balance of strategic planning with hands-on execution in a fast-paced environment.

Responsibilities

• Serve as the primary liaison between the CX organization, account leadership, PMO, and corporate CX teams for all CX initiatives.
• Establish governance processes ensuring intake, prioritization, funding, capacity planning, and execution frameworks.
• Facilitate intake, evaluation, and prioritization of CX requests by assessing value, impact, risks, and resources.
• Manage the CX project portfolio with visibility into health, risks, dependencies, milestones, and capacity.
• Lead planning and execution of CX-sponsored projects from initiation to implementation within scope, schedule, and budget.
• Coordinate cross-functional teams across operations, technology, product, provider, claims, and business areas.
• Develop and maintain project schedules, governance artifacts, executive status reports, dashboards, and portfolio metrics.
• Monitor portfolio demand and capacity to sequence new initiatives against existing commitments.
• Drive risk, issue, and dependency management with mitigation strategies.
• Communicate portfolio status to account leadership and CX leadership with prioritization recommendations.
• Ensure operational readiness and customer impact considerations are included in planning and transition.
• Support strategic planning and roadmap development translating objectives into executable initiatives.

Skills

Program management

Portfolio governance

Stakeholder management

Executive reporting

PMO coordination

Hybrid delivery

Cross-functional collaboration

Analytical decision-making

Communication to executives

Strategic planning to delivery

Job description

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 Program Manager of Customer Experience Portfolio at Gainwell, you will serve as the strategic partner to the Customer Experience (CX) organization, ensuring all CX initiatives are aligned with account priorities, governance standards, resource capacity, and business objectives. You will act as the primary point of coordination between the CX organization, account leadership, PMO, and corporate CX teams to manage demand, prioritize work, oversee project execution, and provide executive-level portfolio reporting.

This role combines portfolio governance, project delivery, stakeholder management, and operational planning to ensure CX investments deliver measurable business value while adhering to established intake, prioritization, and project management standards.

Your role in our mission

Help transform the customer experience while ensuring disciplined delivery through effective portfolio governance, project execution, and stakeholder alignment.

Core Responsibilities

• Serve as the primary liaison between the Customer Experience organization, account leadership, PMO, and corporate CX teams for all CX-related initiatives.
• Establish and maintain governance processes ensuring all CX initiatives follow approved account intake, prioritization, funding, capacity planning, and execution frameworks.
• Facilitate the intake, evaluation, and prioritization of CX requests by assessing business value, operational impact, strategic alignment, risks, dependencies, and resource requirements.
• Manage the CX project portfolio, providing visibility into project health, risks, issues, dependencies, milestones, and capacity constraints to support informed leadership decision-making.
• Lead the planning and execution of CX-sponsored projects from initiation through implementation, ensuring delivery within approved scope, schedule, budget, and quality objectives.
• Coordinate cross-functional teams across operations, technology, product, provider, claims, and business areas to ensure successful delivery and organizational readiness.
• Develop and maintain project schedules, governance artifacts, executive status reports, dashboards, and portfolio metrics.
• Monitor portfolio demand and resource capacity to ensure new initiatives are appropriately evaluated and sequenced against existing commitments.
• Drive proactive risk, issue, and dependency management, escalating concerns and implementing mitigation strategies to protect delivery commitments.
• Communicate portfolio and project status to account leadership and corporate CX leadership, providing recommendations regarding priorities, resource needs, delivery risks, and strategic opportunities.
• Ensure operational readiness and customer impact considerations are incorporated into project planning, implementation, and transition activities.
• Support strategic planning and roadmap development for the Customer Experience organization by translating business objectives into executable initiatives and delivery plans.

What we're looking for

• 9+ years of experience managing complex projects, programs, portfolios, or strategic initiatives, preferably within healthcare, Medicaid, Medicaid Managed Care, or government-sponsored healthcare programs.
• Demonstrated experience governing project portfolios, demand management, intake processes, prioritization frameworks, and executive reporting.
• Strong knowledge of project and program management methodologies, including PMI, Agile, Waterfall, or hybrid delivery models.
• Experience facilitating executive governance forums, prioritization discussions, and cross-functional decision-making.
• Proven ability to translate strategic objectives into actionable project roadmaps, delivery plans, and measurable outcomes.
• Experience managing across matrixed organizations and influencing stakeholders without direct authority.
• Strong analytical skills with experience evaluating business value, operational impacts, resource requirements, and project risks.
• Expertise in portfolio reporting, resource planning, capacity management, and project governance tools.
• Exceptional written and verbal communication skills with the ability to present effectively to executives, clients, and operational leaders.
• Ability to balance strategic planning with hands‑on project execution in a fast‑paced, highly visible environment.

What you should expect in this role

• Remote‑based opportunity within the United States
• Opportunities to travel through your work (0‑10%)
• 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 $86,800.00 - $124,000.00 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.