Remote CX Portfolio Program Manager

Gainwell Technologies LLC; Oregon; Hybrid; USD 87,000 - 124,000; Full time

Benefits offered by this job

Generous vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Leadership and technical development

Job summary

Gainwell Technologies LLC is seeking a Program Manager of the Customer Experience Portfolio to act as the strategic partner for CX initiatives, aligning with account priorities and governance standards. You will coordinate with CX, account leadership, PMO, and corporate teams to manage demand, prioritize work, oversee delivery, and provide executive reporting.

The role requires 9+ years in complex projects, strong governance, and experience with PMI/Agile methods.

Qualifications

• 9+ years of experience managing complex projects, programs, portfolios, or strategic initiatives.
• Demonstrated governance of 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 and cross-functional decision-making.
• Proven ability to translate strategic objectives into actionable roadmaps and measurable outcomes.

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 intake, prioritization, funding, capacity planning, and execution frameworks.
• Facilitate the intake, evaluation, and prioritization of CX requests by assessing value, impact, alignment, risks, dependencies, and resources.
• Manage the CX project portfolio, providing visibility into health, risks, issues, dependencies, milestones, and capacity.
• Lead the planning and execution of CX-sponsored projects from initiation through implementation with scope, schedule, budget, and quality.
• Coordinate cross-functional teams across operations, technology, product, provider, claims, and business areas to ensure delivery and readiness.
• Develop and maintain project schedules, governance artifacts, executive status reports, dashboards, and portfolio metrics.
• Monitor portfolio demand and resource capacity to sequence new initiatives against commitments.
• Drive proactive risk, issue, and dependency management with mitigations.
• Communicate portfolio status to leadership and provide recommendations on priorities and resource needs.
• Ensure operational readiness and customer impact considerations are integrated into planning and transition.
• Support strategic planning and roadmap development for CX by translating objectives into executable initiatives.

Job description

Gainwell Technologies LLC is seeking a Program Manager of the Customer Experience Portfolio to act as the strategic partner for CX initiatives, aligning with account priorities and governance standards. You will coordinate with CX, account leadership, PMO, and corporate teams to manage demand, prioritize work, oversee delivery, and provide executive reporting.

The role requires 9+ years in complex projects, strong governance, and experience with PMI/Agile methods.