Senior Project Manager for Customer Experience Operations

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

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. As a Project Manager specializing in CX Contact Center and Back-Office Operational launches, you will drive complex, cross-functional initiatives that enable Gainwell to deliver exceptional health and human services outcomes through technology and operational excellence.

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

Qualifications

• 5+ years of experience in BPO and/or Contact Center environments , with strong understanding of operational KPIs, WFM, Quality, Training, Reporting, and Service Level performance drivers
• Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful 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 the ability to clearly present status, risks, and tradeoffs to senior leadership and clients
• Strategic thinker who can translate business objectives into actionable project roadmaps and measurable results

Additional Information

• Remote-based opportunity within the United States
• Opportunities to travel through your work (0-15%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation

The pay range for this position is $69,400.00 - $99,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Benefits

• generous, flexible vacation policy
• a 401(k) employer match
• comprehensive health benefits
• educational assistance
• a variety of leadership and technical development academies to help build your skills and capabilities

You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth.

Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.