Senior CX Portfolio Program Manager (Remote)

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

Benefits offered by this job

Health benefits

401(k) match

Educational assistance

Development academies

Flexible vacation policy

Job summary

Gainwell Technologies is seeking a Program Manager of the Customer Experience Portfolio to partner with the CX organization and account leadership. You will govern demand, prioritize work, and oversee delivery across operations, technology, product, and provider groups, driving value and alignment with business objectives.

Remote-based within the United States, you’ll report to CX leadership, develop executive dashboards, and ensure governance, risk, and resource planning are integrated into

Qualifications

• 9+ years coordinating complex projects, programs, portfolios, or strategic initiatives in healthcare or government healthcare programs.
• Experience governing project portfolios, demand management, intake processes, prioritization frameworks, and executive reporting.
• Knowledge of 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.

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.

Skills

Program management

Portfolio governance

Agile/PMI/Waterfall

Executive communication

Cross-functional collaboration

Stakeholder influence

Risk management

Resource planning

Leadership

Job description

Gainwell Technologies is seeking a Program Manager of the Customer Experience Portfolio to partner with the CX organization and account leadership. You will govern demand, prioritize work, and oversee delivery across operations, technology, product, and provider groups, driving value and alignment with business objectives.

Remote-based within the United States, you’ll report to CX leadership, develop executive dashboards, and ensure governance, risk, and resource planning are integrated into