Experienced Project Manager – Customer Experience Operations

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

📋 Description

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

• Establish project scope, objectives, success criteria, and deliverables.

• Convert business objectives into actionable 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.

• Ensure operational readiness in contact center, mailroom, data entry, back-office, and provider-facing functions.

• Verify staffing, workflows, tools, environments, and access in alignment with CX requirements.

• Ensure teams meet established launch criteria prior to going live.

• Organize and supervise go-live and stabilization activities.

• Collaborate with technology teams regarding system capabilities, access, and configurations without being responsible for technology delivery.

• Guarantee that CX requirements and workflows are represented across cross-functional and technology-reliant workstreams.

• Identify, evaluate, and mitigate risks associated with operational and technology dependencies.

• Lead governance routines, executive status reporting, risk escalation, and decision-making meetings.

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

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

• Create and standardize CX launch frameworks, playbooks, and reporting practices.

• Mentor and support project managers.

⛳️ Requirements

• A 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 an advantage.

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

• Ability 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.

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

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

• Experience collaborating with technology teams to facilitate operational delivery, with a solid understanding of system dependencies without direct oversight of technology development.

• Skill in translating business goals into actionable project plans and measurable results.

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

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

🏝️ Benefits

• Flexible work options.

• Opportunities for learning and career development.

• Possibility of travel through work (0-15%).

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.