Customer Experience Mobilization – PM/BA, Financial

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

📋 Description

• Contribute to the CX DDI Mobilization team and assist in the launch of client contact centers.

• Act as a liaison between stakeholders, project managers, and clients.

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

• Elaborate on how requirements are fulfilled through HRM while capturing impacts, timelines, risks, and issues.

• Analyze, plan, outline, document, and propose enhancements to business processes that align with CX objectives.

• Convey business messages and concepts effectively to leaders, stakeholders, team members, and clients.

• Inspire others to take action and articulate key business ideas clearly.

• Create integrated business requirements documents across various organizations.

• Oversee requirements gathering and produce deliverable documentation and RTM materials.

• Assist in the completion of CX RFPs and generate CX reports, including Feedback Survey and inSight Reports.

• Conduct thorough variance analyses comparing actual expenditures and revenues with budgets and forecasts.

• Detect cost and staffing overruns or schedule delays using CV and CPI metrics.

• Collaborate with cross-functional project leads to implement corrective actions.

• Lead budgeting and re-forecasting cycles for assigned project portfolios.

⛳️ Requirements

• Minimum of 3 years of experience in Contact Center launch and/or operations.

• At least 3 years of practical Project Management BPO experience in generating and maintaining standard PM artifacts, including Project Plan/Workplan, Workbook, RACI, DAIR, cost model/financial validation, and CX-specific templates.

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

• 5 years of BA experience in eliciting, drafting/documenting, validating, and understanding how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS).

• 5 or more years of Medicaid experience, including exposure to NASPO, Provider, Claims, Encounters and Financials (CEF), and Pharmacy Benefits.

• Must demonstrate flexibility, adaptability, self-direction, teamwork, creativity, and strong attention to detail.

• Proven experience in risk management, effective communication, and stakeholder management.

• Excellent written and verbal communication and presentation skills.

• Experience supporting RFP, Solutioning, Proposal, and Demo processes.

• Familiarity with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools.

• Knowledge of variance management and cost control.

• Experience in conducting actual-versus-budget variance analyses, root-cause analysis, corrective actions, budgeting, and re-forecasting.

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

• Office hours are from 8 AM to 5 PM Eastern Time Zone.

• Video cameras are required during interviews and the initial orientation week.

• A photo is required during screening for verification purposes.

• Must have a stable internet connection and a quiet location for screenings, interviews, and meetings.

• No AI tools, virtual backgrounds/filters, or visual enhancements are permitted during interviews.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.