Operations Project Manager - Contact Center
Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
Summary
As a Operations Project Manager - Contact Center specializing in Client Experience and Back-Office Operational launches, you will drive complex, cross-functional initiatives that enable Gainwell to deliver exceptional health and human services outcomes through technology and operational excellence.
Your role in our mission
Strengthen the quality and smooth running of important projects as we create innovative, purpose-built technologies and solutions for our company and clients.
Lead one or more medium-sized project management teams by overseeing smaller aspects of a larger technological program
Go all in as you contribute directly to projects, assist in staffing and overseeing assigned staff by providing direction and deadlines to ensure quality and the timely completion of tasks
Interface with the client, company and project team leadership, measuring and communicating project metrics and recommending program changes as needed
Drive the quality of project deliverables across all phases of the program by creating objectives, schedules, program definitions and budgets
Help ensure project timeliness and quality by identifying and mitigating risk through status reporting and project updates
Prepare detailed SOW for clients and obtain agreement and approval from stakeholders on the scope of that work
What we're looking for
5+ years of experience in BPO and/or Contact Center environments, with strong understanding of operational KPIs, WFM, Quality, Reporting, and Service Level performance drivers
Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches
Strong ability to build and manage integrated project plans, dependency maps, resource plans, and critical paths
Expertise in project scoping, risk management, change control, and governance frameworks
PMP or other Project Management certification strongly preferred
Strong executive communication skills with the ability to clearly present status, risks, and tradeoffs to senior leadership and clients
Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority
Strategic thinker who can translate business objectives into actionable project roadmaps and measurable results
Collaborative leader who drives accountability, transparency, and results across diverse teams
What you should expect in this role
Remote position (US only)
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 6/30/2026
The pay range for this position is $69,400 - $99,200 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.
Summary
As a Operations Project Manager - Contact Center specializing in Client Experience and Back-Office Operational launches, you will drive complex, cross-functional initiatives that enable Gainwell to deliver exceptional health and human services outcomes through technology and operational excellence.
Your role in our mission
Strengthen the quality and smooth running of important projects as we create innovative, purpose-built technologies and solutions for our company and clients.
Lead one or more medium-sized project management teams by overseeing smaller aspects of a larger technological program
Go all in as you contribute directly to projects, assist in staffing and overseeing assigned staff by providing direction and deadlines to ensure quality and the timely completion of tasks
Interface with the client, company and project team leadership, measuring and communicating project metrics and recommending program changes as needed
Drive the quality of project deliverables across all phases of the program by creating objectives, schedules, program definitions and budgets
Help ensure project timeliness and quality by identifying and mitigating risk through status reporting and project updates
Prepare detailed SOW for clients and obtain agreement and approval from stakeholders on the scope of that work
What we're looking for
5+ years of experience in BPO and/or Contact Center environments, with strong understanding of operational KPIs, WFM, Quality, Reporting, and Service Level performance drivers
Demonstrated experience partnering across Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to execute successful launches
Strong ability to build and manage integrated project plans, dependency maps, resource plans, and critical paths
Expertise in project scoping, risk management, change control, and governance frameworks
PMP or other Project Management certification strongly preferred
Strong executive communication skills with the ability to clearly present status, risks, and tradeoffs to senior leadership and clients
Proven ability to influence and mobilize cross-functional stakeholders without direct reporting authority
Strategic thinker who can translate business objectives into actionable project roadmaps and measurable results
Collaborative leader who drives accountability, transparency, and results across diverse teams
What you should expect in this role
Remote position (US only)
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 6/30/2026
The pay range for this position is $69,400 - $99,200 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.