Remote Senior CX Launch & Ops Program Manager

Gainwell Technologies; Town of Texas (WI); Hybrid; USD 74,000 - 106,000; Full time

Benefits offered by this job

Generous, flexible vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking a Project Manager focused on CX contact center and back-office launches. You will drive complex, cross-functional initiatives delivering healthcare outcomes through technology and operational excellence.

You will lead end-to-end client launches, define scope and milestones, manage integrated schedules across Talent Acquisition, Training, Quality, WFM, IT, Facilities, and Operations, and mentor junior PMs while advancing launch methodologies.

Qualifications

• 5+ years in BPO/Contact Center environments with KPI/QA/training knowledge.
• Experience partnering with Talent Acquisition, Training, Quality, WFM, Reporting, IT, Facilities, and Operations.
• Strong ability to build integrated project plans and milestones.
• Expertise in scoping, risk management, change control, and governance.
• PMP or other PM certification strongly preferred.
• Executive communication to present status and risks to senior leadership.
• Proven ability to influence cross-functional stakeholders without direct reporting authority.
• Strategic thinker turning business objectives into actionable roadmaps.
• Collaborative leader driving accountability and results.

Responsibilities

• Lead end-to-end CX client launch initiatives for contact centers and back-office operations.
• Define project scope, objectives, success criteria, and deliverables.
• Develop and manage detailed, integrated project schedules across multiple teams.
• Drive cross-functional execution without direct authority, ensuring deadlines and standards.
• Oversee large programs by breaking them into workstreams with clear ownership.
• Identify, escape, and mitigate risks with structured contingency plans.
• Lead governance routines with executive updates and metric tracking.
• Coordinate readiness activities: staffing, facilities, access, reporting, knowledge transfer, go-live.
• Mentor junior project managers and promote best practices.
• Drive continuous improvement in launch methodology and processes.

Skills

BPO & Contact Center

Cross-functional collaboration

Integrated project plans

Risk & governance

PMP preferred

Executive communication

Stakeholder influence

Strategic roadmaps

Collaborative leadership

Job description

Gainwell Technologies is seeking a Project Manager focused on CX contact center and back-office launches. You will drive complex, cross-functional initiatives delivering healthcare outcomes through technology and operational excellence.

You will lead end-to-end client launches, define scope and milestones, manage integrated schedules across Talent Acquisition, Training, Quality, WFM, IT, Facilities, and Operations, and mentor junior PMs while advancing launch methodologies.