Experienced CX Project Manager

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

📋 Description

• Oversee comprehensive customer experience (CX) launch initiatives that span contact center, mailroom, data entry, back-office operations, and provider-facing program implementations.

• Establish project scope, objectives, success criteria, and deliverables, converting business goals into actionable work plans and measurable milestones.

• Create and manage integrated project plans, ensuring alignment among business, operational, and technology teams, including Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations.

• Facilitate cross-functional execution without direct authority, holding teams accountable for meeting deadlines, dependencies, and deliverables.

• Guarantee operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions, ensuring staffing, workflows, tools, environments, and access meet CX requirements.

• Confirm readiness beyond status reporting, validating that teams satisfy defined launch criteria prior to going live.

• Organize and supervise go-live and stabilization activities to ensure successful service delivery and performance outcomes.

• Collaborate with technology teams to ensure system capabilities, access, and configurations meet CX operational requirements, despite lacking direct ownership of technology delivery.

• Ensure CX requirements and workflows are adequately represented, protected, and aligned across all cross-functional and technology-dependent workstreams.

• Identify, evaluate, and proactively address risks associated with operational and technology dependencies, ensuring that CX impacts are well understood and managed.

• Lead governance routines, including executive status reporting, risk escalation, and decision-making forums to maintain transparency and alignment.

• Convey complex information, risks, and trade-offs clearly and concisely to senior leadership and clients.

• Promote continuous improvement in CX launch methodologies, standards, and operational readiness processes.

• Contribute to the creation and standardization of CX launch frameworks, playbooks, and reporting practices.

• Mentor and guide project managers, advocating best practices in planning, execution, and stakeholder engagement.

⛳️ Requirements

• Over 8 years of project management experience in BPO, contact center, back-office operations, and/or provider-facing program environments.

• Proven experience in leading complex, cross-functional initiatives across business, operational, and technology teams.

• Strong capability to develop and manage integrated project plans, including dependency mapping, resource planning, and critical path management.

• Expertise in project scoping, risk management, issue resolution, and governance frameworks.

• Demonstrated ability to influence and ensure accountability among stakeholders without direct reporting authority.

• Excellent executive communication skills, with the ability to clearly articulate status, risks, impacts, and trade-offs to senior leadership and clients.

• Experience collaborating with technology teams to support operational delivery, possessing a strong understanding of system dependencies without direct ownership of technology development.

• Strategic thinker with the ability to translate business objectives into practical project plans and measurable outcomes.

• Experience in supporting healthcare or Medicaid programs, encompassing both member-facing and provider-facing operations.

🏝️ Benefits

• Generous, flexible vacation policy.

• Educational assistance.

• Comprehensive health benefits.

• 401(k) employer match.

• Leadership and technical development academies.