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
Develop and manage integrated project plans
Drive cross-functional execution without direct authority
Ensure operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions
Validate readiness beyond status reporting
Coordinate and oversee go-live and stabilization activities
Partner with technology teams to ensure system capabilities align with CX operational requirements
Identify, assess, and proactively mitigate risks
Lead governance routines

8+ years of project management experience in BPO, contact center, back-office operations, and/or provider-facing program environments
Demonstrated experience leading complex, cross-functional initiatives across business, operational, and technology teams
Strong ability to develop and manage integrated project plans
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
Experience partnering with technology teams to support operational delivery
Strategic mindset with the ability to translate business objectives into actionable project plans and measurable outcomes
Experience supporting healthcare or Medicaid programs

CX Project Manager

Key skills