Remote CX Portfolio Program Manager

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

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