Customer Experience Mobilization – PM/BA

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a vital contributor in ensuring that Gainwell achieves client goals.

• Serve as an informed liaison among stakeholders, project managers, and clients.

• Ensure that CX-specific requirements are accurately identified and documented.

• Outline how requirements are fulfilled (HRM) while capturing impacts, timelines, risks, and issues.

• Analyze, plan, document, and recommend enhancements to business processes that support CX objectives.

• Communicate effectively with business leaders, stakeholders, team members, and clients.

• Inspire others to take action and convey key business concepts in an easily understandable manner.

• Create comprehensive business requirements documents (BRDs) across various organizations.

• Lead requirements gathering efforts and generate deliverable documentation, including Requirements Traceability Management (RTM).

• Assist in the completion of CX RFPs.

• Provide support for client contact center launch initiatives within the CX DDI Mobilization team.

⛳️ Requirements

• Minimum of 3 years' experience with Contact Center launches and/or operations.

• At least 3 years of practical experience in Project Management BPO, focusing on generating and maintaining standard PM artifacts such as Project Plan/Workplan, Workbook, RACI, DAIR, validating cost model/financials, and CX-specific templates.

• Proven experience in defining, documenting, and managing scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM).

• A minimum of 5 years as a Business Analyst, engaging in eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS).

• Over 5 years of experience in Medicaid, with exposure to NASPO, Provider, Claims, Encounters and Financials (CEF), and Pharmacy Benefits.

• Highly adaptable, self-motivated, team-oriented, creative thinker with a keen eye for detail.

• Experience in risk management, along with strong communication and stakeholder management skills.

• Excellent written and oral communication and presentation abilities.

• Familiarity with supporting RFP, Solutioning, Proposal and Demo processes, as well as creating CX reports like Feedback Survey and inSight Reports.

• Knowledge in data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools.

• Must be a U.S. citizen to meet contractual obligations.

• Video cameras are required to be used during all interviews and the first week of orientation.

• Must participate in screenings, interviews, and meetings from a quiet environment with a reliable internet connection.

• Video must be utilized for screenings and interviews.

• AI tools, virtual backgrounds/filters, or visual enhancements are not permitted during the interview process.

🏝️ Benefits

• Flexible working arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance programs.

• Leadership and technical development academies.