Experienced Project Manager – Customer Experience Operations

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

📋 Description

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

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

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

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

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

• Assess staffing, workflows, tools, environments, access, and launch criteria prior to go-live.

• Coordinate and supervise go-live and stabilization activities.

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

• Ensure CX requirements and workflows are incorporated across various workstreams.

• Identify, evaluate, and mitigate operational and technology dependency risks.

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

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

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

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

• Mentor and guide project managers in their roles.

⛳️ Requirements

• A minimum of 5 years of Project Management experience in client launches with a focus on CX.

• Experience in BPO/contact center or healthcare operations (e.g., Medicaid) is preferred.

• Technical knowledge is advantageous.

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

• Capable of developing and managing integrated project plans, including dependency mapping, resource planning, and critical path management.

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

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

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

• Experience collaborating with technology teams to facilitate operational delivery.

• Solid understanding of system dependencies without being directly responsible for technology development.

• Capability to translate business objectives into actionable project plans and measurable outcomes.

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

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

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career development.

• 0–15% travel opportunities.

• Flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.

• Equal Opportunity Employer.