Experienced Project Manager – Customer Experience Operations

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

📋 Description

• Spearhead comprehensive customer experience (CX) launch initiatives across contact center operations, mailroom services, data entry, back-office functions, and provider-facing program deployments.

• Establish project scope, objectives, success metrics, deliverables, work plans, and quantifiable milestones.

• Create and oversee integrated project plans that involve business, operational, and technology teams.

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

• Confirm operational readiness regarding staffing, workflows, tools, environments, and access prior to launch.

• Validate launch criteria ahead of the go-live phase.

• Organize go-live and stabilization activities.

• Collaborate with technology teams on system capabilities, access, and configurations while not directly managing technology delivery.

• Safeguard CX requirements and workflows throughout cross-functional workstreams.

• Identify, evaluate, and mitigate operational and technological risks.

• Lead governance routines, executive status updates, risk escalation processes, and decision-making forums.

• Convey risks, trade-offs, and intricate information to senior leadership and clients.

• Enhance CX launch methodologies, standards, and operational readiness processes.

• Develop CX launch frameworks, playbooks, and reporting practices.

• Mentor and provide guidance to project managers.

⛳️ Requirements

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

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

• Technical knowledge is advantageous.

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

• Proficiency in developing and managing integrated project plans, including dependency mapping, resource allocation, and critical path management.

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

• Ability to influence stakeholders and drive accountability without direct reporting authority.

• Strong communication skills for presenting status, risks, impacts, and trade-offs to senior leadership and clients.

• Experience collaborating with technology teams to aid operational delivery, with an understanding of system dependencies without direct ownership of technology development.

• Strategic capability to translate business objectives into actionable project plans and measurable results.

• Experience supporting healthcare or Medicaid programs, including member-facing and provider-facing operations.

• Video cameras must be utilized during all interviews and the initial week of orientation.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career growth.

• Travel opportunities through work (0-15%).

• Generous and flexible vacation policy.

• 401(k) employer match.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.

• Equal Opportunity Employer.