Customer Experience Project Manager

Job Summary

To support client contact center launch efforts, the full-time Customer Experience Project Manager will serve as a bridge between stakeholders and clients, ensuring CX-specific requirements are documented and business processes are improved, all while working remotely.

Key responsibilities

• Verify and document CX-specific requirements, capturing impacts, timelines, risks, and issues
• Analyze and recommend improvements to business processes that support CX goals
• Communicate effectively with business leaders, stakeholders, and team members to motivate action and deliver key ideas

Required qualifications

• 3 years of experience in Contact Center launch and/or operations
• 3 years of Project Management experience with the ability to generate and maintain standard PM artifacts
• 5 years of Business Analysis experience with a focus on eliciting and validating requirements
• 5 or more years of Medicaid experience, including exposure to financial aspects
• Strong facilitation skills and experience in supporting RFP completion and business requirements documentation