Program Manager of Customer Experience Portfolio (Remote, US)

Summary

As a Program Manager of Customer Experience Portfolio at Gainwell, you will serve as the strategic partner to the Customer Experience (CX) organization, ensuring all CX initiatives are aligned with account priorities, governance standards, resource capacity, and business objectives. You will act as the primary point of coordination between the CX organization, account leadership, PMO, and corporate CX teams to manage demand, prioritize work, oversee project execution, and provide executive-level portfolio reporting.

This role combines portfolio governance, project delivery, stakeholder management, and operational planning to ensure CX investments deliver measurable business value while adhering to established intake, prioritization, and project management standards.

Your role in our mission

Help transform the customer experience while ensuring disciplined delivery through effective portfolio governance, project execution, and stakeholder alignment.

Core Responsibilities

• Serve as the primary liaison between the Customer Experience organization, account leadership, PMO, and corporate CX teams for all CX-related initiatives.
• Establish and maintain governance processes ensuring all CX initiatives follow approved account intake, prioritization, funding, capacity planning, and execution frameworks.
• Facilitate the intake, evaluation, and prioritization of CX requests by assessing business value, operational impact, strategic alignment, risks, dependencies, and resource requirements.
• Manage the CX project portfolio, providing visibility into project health, risks, issues, dependencies, milestones, and capacity constraints to support informed leadership decision-making.
• Lead the planning and execution of CX-sponsored projects from initiation through implementation, ensuring delivery within approved scope, schedule, budget, and quality objectives.
• Coordinate cross-functional teams across operations, technology, product, provider, claims, and business areas to ensure successful delivery and organizational readiness.
• Develop and maintain project schedules, governance artifacts, executive status reports, dashboards, and portfolio metrics.
• Monitor portfolio demand and resource capacity to ensure new initiatives are appropriately evaluated and sequenced against existing commitments.
• Drive proactive risk, issue, and dependency management, escalating concerns and implementing mitigation strategies to protect delivery commitments.
• Communicate portfolio and project status to account leadership and corporate CX leadership, providing recommendations regarding priorities, resource needs, delivery risks, and strategic opportunities.
• Ensure operational readiness and customer impact considerations are incorporated into project planning, implementation, and transition activities.
• Support strategic planning and roadmap development for the Customer Experience organization by translating business objectives into executable initiatives and delivery plans.

What we're looking for

• 9+ years of experience managing complex projects, programs, portfolios, or strategic initiatives, preferably within healthcare, Medicaid, Medicaid Managed Care, or government-sponsored healthcare programs.
• Demonstrated experience governing project portfolios, demand management, intake processes, prioritization frameworks, and executive reporting.
• Strong knowledge of project and program management methodologies, including PMI, Agile, Waterfall, or hybrid delivery models.
• Experience facilitating executive governance forums, prioritization discussions, and cross-functional decision-making.
• Proven ability to translate strategic objectives into actionable project roadmaps, delivery plans, and measurable outcomes.
• Experience managing across matrixed organizations and influencing stakeholders without direct authority.
• Strong analytical skills with experience evaluating business value, operational impacts, resource requirements, and project risks.
• Expertise in portfolio reporting, resource planning, capacity management, and project governance tools.
• Exceptional written and verbal communication skills with the ability to present effectively to executives, clients, and operational leaders.
• Ability to balance strategic planning with hands-on project execution in a fast-paced, highly visible environment.

What you should expect in this role

• Remote-based opportunity within the United States
• Opportunities to travel through your work (0-10%)
• 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 10/30/2026