Experienced Project Manager for Customer Experience Operations

Summary

As a Project Manager specializing in CX contact center, mailroom, data entry, back-office operations, and provider-facing program launches, you will enable successful service delivery by driving cross-functional alignment, ensuring operational readiness, and protecting CX outcomes across all phases of implementation. You will partner across business, operational, and technology teams to ensure workflows, systems, and processes are aligned to support end-to-end customer and provider experiences, while not owning direct technology delivery.

Your role in our mission

• Lead end-to-end CX launch initiatives across contact center, mailroom, data entry, back-office operations, and provider-facing program implementations
• Define project scope, objectives, success criteria, and deliverables, translating business goals into actionable work plans and measurable milestones
• Develop and manage integrated project plans, ensuring alignment across business, operational, and technology teams, including Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations
• Drive cross-functional execution without direct authority, holding teams accountable to deadlines, dependencies, and deliverables
• Ensure operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions, including validation that staffing, workflows, tools, environments, and access are aligned to CX requirements
• Validate readiness beyond status reporting, confirming teams meet defined launch criteria prior to go-live
• Coordinate and oversee go-live and stabilization activities to support successful service delivery and performance outcomes
• Partner with technology teams to ensure system capabilities, access, and configurations align with CX operational requirements, without direct ownership of technology delivery
• Ensure CX requirements and workflows are represented, protected, and aligned across all cross-functional and technology-dependent workstreams
• Identify, assess, and proactively mitigate risks across operational and technology dependencies, ensuring CX impacts are clearly understood and addressed
• Lead governance routines, including executive status reporting, risk escalation, and decision-making forums to ensure transparency and alignment
• Communicate complex information, risks, and tradeoffs clearly and concisely to senior leadership and clients
• Drive continuous improvement in CX launch methodologies, standards, and operational readiness processes
• Contribute to the development and standardization of CX launch frameworks, playbooks, and reporting practices
• Mentor and guide project managers, promoting best practices in planning, execution, and stakeholder engagement

What we're looking for

• 5+ years of Project Management experience in client launches with a focus on CX. Background in BPO/contact center or healthcare operations (e.g., Medicaid) preferred; technical knowledge is plus.
• Demonstrated experience leading complex, cross-functional initiatives across business, operational, and technology teams
• Strong 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
• Proven ability to influence and drive accountability across stakeholders without direct reporting authority
• Strong executive communication skills, with the ability to clearly present status, risks, impacts, and tradeoffs to senior leadership and clients
• Experience partnering with technology teams to support operational delivery, with strong understanding of system dependencies without direct ownership of technology development
• Strategic mindset with the ability to translate business objectives into actionable project plans and measurable outcomes
• Experience supporting healthcare or Medicaid programs, including member-facing and provider-facing operations

What you should expect in this role

• Remote-based opportunity within the United States
• Opportunities to travel through your work (0-15%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is 9/30/2026