Remote Senior CX Launch Manager for Contact Centers

Gainwell Technologies LLC; Ohio; Remote; USD 69,000 - 99,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) match

Health benefits

Educational assistance

Development academies

Job summary

Gainwell Technologies is seeking a Project Manager specializing in CX Contact Center and Back-Office launches to drive complex, cross-functional initiatives that deliver exceptional health and human services outcomes through technology and operational excellence.

Lead end-to-end CX client launches, define scope and milestones, and coordinate across Talent Acquisition, Training, Quality, WFM, Reporting, IT, Facilities, and Operations.

Qualifications

• 5+ years of experience in BPO and/or Contact Center environments.
• Demonstrated experience partnering across multiple teams to execute 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 ability to present status to senior leadership.
• Strategic thinker who translates business objectives into actionable roadmaps.

Responsibilities

• 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 schedules, ensuring alignment across Talent Acquisition, Training, Quality, WFM, Reporting, IT, Facilities, Operations, and Executive stakeholders.
• Oversee large, complex programs by breaking them into manageable workstreams with clear ownership, deliverables, and risk controls.
• 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.

Skills

BPO/Contact Center operations

Project governance

Stakeholder management

Executive communication

Project scheduling & planning

Risk management

PMP certification

Job description

Gainwell Technologies is seeking a Project Manager specializing in CX Contact Center and Back-Office launches to drive complex, cross-functional initiatives that deliver exceptional health and human services outcomes through technology and operational excellence.

Lead end-to-end CX client launches, define scope and milestones, and coordinate across Talent Acquisition, Training, Quality, WFM, Reporting, IT, Facilities, and Operations.