Experienced Project Manager – Customer Experience Operations

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

📋 Description

• Oversee comprehensive customer experience (CX) launch initiatives involving contact centers, mailrooms, data entry, back-office operations, and provider-facing program implementations.

• Establish project scope, objectives, success criteria, deliverables, work plans, and measurable milestones.

• Create and manage integrated project plans that span business, operational, and technology teams.

• Facilitate cross-functional execution and ensure accountability for deadlines, dependencies, and deliverables.

• Confirm operational readiness regarding staffing, workflows, tools, environments, and access prior to go-live.

• Validate launch criteria and organize go-live and stabilization efforts.

• Collaborate with technology teams on system features, access, and configurations without taking ownership of technology delivery.

• Safeguard CX requirements and workflows across various cross-functional and technology-dependent workstreams.

• Identify and address risks related to operational and technology dependencies.

• Lead governance routines, provide executive status updates, escalate risks, and facilitate decision-making forums.

• Relay risks, trade-offs, and complex information to senior leadership and clients.

• Enhance CX launch methodologies, standards, readiness processes, frameworks, playbooks, and reporting practices.

• Mentor and support project managers.

⛳️ Requirements

• Minimum of 5 years of Project Management experience specializing in client launches with an emphasis on CX.

• Preferred background in BPO/contact center or healthcare operations (e.g., Medicaid).

• Technical expertise is advantageous.

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

• Proficient in developing and managing integrated project plans, encompassing dependency mapping, resource planning, and critical path management.

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

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

• Excellent executive communication skills, including the ability to present updates, risks, impacts, and trade-offs to senior leadership and clients.

• Experience collaborating with technology teams to support operational delivery while understanding system dependencies without direct ownership of technology development.

• Ability to convert business objectives into actionable project plans and measurable results.

• Familiarity with healthcare or Medicaid programs, including both member-facing and provider-facing operations.

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

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Travel opportunities as part of your role (0-15%).

• Generous and flexible vacation policy.

• Employer-matched 401(k) plan.

• Comprehensive health benefits.

• Educational assistance programs.

• Access to leadership and technical development academies.