[Remote] Program Manager of Customer Experience Portfolio (Remote, US)

Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is hiring a Program Manager of Customer Experience Portfolio to align CX initiatives with account priorities, governance standards, resource capacity, and business objectives. The role manages portfolio governance, project execution, stakeholder coordination, and executive reporting to ensure CX investments deliver measurable business value.

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

Skills

• 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

Benefits

• Remote-based opportunity within the United States
• All salaried, full-time candidates are eligible for a generous, flexible vacation policy
• All salaried, full-time candidates are eligible for a 401(k) employer match
• All salaried, full-time candidates are eligible for comprehensive health benefits
• All salaried, full-time candidates are eligible for educational assistance
• All salaried, full-time candidates are eligible for leadership and technical development academies to help build their skills and capabilities

Company Overview

Company H1B Sponsorship