Project Manager

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

📋 Description

• Oversee 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 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 in terms of staffing, workflows, tools, environments, and access prior to launch.

• Ensure teams satisfy defined launch criteria before going live.

• Manage go-live coordination and stabilization efforts through the transition to steady-state operations.

• Collaborate with technology teams regarding system capabilities, access, and configurations.

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

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

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

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

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

• Mentor and support project managers.

⛳️ Requirements

• 8+ years of experience in Project Management focused on client launches, particularly in CX.

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

• Technical knowledge is advantageous.

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

• Proficiency in developing and managing integrated project plans that include dependency mapping, resource planning, and critical path management.

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

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

• Excellent executive communication skills.

• Experience working alongside technology teams to facilitate operational delivery and comprehend system dependencies.

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

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

• Video cameras are required during all interviews and throughout the initial week of orientation.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Travel opportunities (0-10%).

• Generous and flexible vacation policy.

• 401(k) employer matching program.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.