CSC Manager

Summary

As the CSC Manager at Gainwell, you will lead the day‑to‑day operations of the Customer Service Center, supporting customer service and CRM initiatives that serve the healthcare and human services needs of our communities. You will supervise teams, manage performance and service levels, and guide projects through key phases of delivery to ensure high‑quality outcomes for solutions relied upon by millions. Most importantly, you will grow as a leader through hands‑on operational leadership and Gainwell’s commitment to professional development.

Your role in our mission

Essential Job Functions

• Provides day‑to‑day leadership and operational oversight of the Customer Service Center (CSC), including supervision of daily activities, quality assurance and quality improvement efforts, workforce management, hiring, onboarding, and training of CSC staff.
• Manages and coordinates resource scheduling and provisioning to ensure CSC responsibilities are met efficiently and in alignment with project timelines, service levels, and State requirements.
• Actively identifies, assesses, and mitigates project risks related to software design, development, testing, and implementation activities, escalating issues as appropriate to the CSC Project Director.
• Oversees, tracks, and reports on service level agreements (SLAs), performance standards, and development status, providing regular updates, metrics, and recommendations to the CSC Project Director.
• Monitors and analyzes the progress and performance of CSC operations, including project delivery, budgets, reporting, and operational effectiveness, ensuring corrective actions are implemented when performance gaps are identified.
• Participates in system testing, enhancements, and continuous improvement initiatives, ensuring operational readiness and alignment with evolving business and technical requirements.
• Ensures CSC operations comply with State policies, procedures, contractual obligations, and approved standards, supporting audit readiness and operational consistency.
• Collaborates closely with the CSC Project Director, Technical Lead, Business Operations Lead, and other stakeholders to ensure coordinated execution and delivery across all CSC functions.

What we're looking for

Basic Qualifications

• 5 years of experience managing, or serving in a key management role for, large‑scale customer service and/or CRM projects encompassing the full system development life cycle from initiation through post‑implementation, including experience using standard Project Management methodologies and project management tools to manage plans, timelines, and resources.
• Possession of a current Project Management Professional (PMP) certification or a comparable project management certification.
• Previous Medicaid and CRM experience is required
• Bachelor’s degree in health care, business administration, information technology, or a related field; or four (4) additional years of experience, in addition to the required five (5) years of experience, may be substituted for the bachelor’s degree.

Other Qualifications

• Excellent communication skills, including strong writing skills, small group facilitation skills, and formal presentation skills.

What you should expect in this role

Work Environment

• Onsite Role: Applicants must reside in Little Rock, AR or within a commutable distance
• Travel based on business need (25 %)
• Willingness to work a flexible schedule to accommodate business needs and travel as required
• Video cameras must be used during all interviews

This posting is intended for pipelining. We will accept applications on an ongoing basis.