Director, Experience Optimization & Adoption

About Gainwell

Great companies need great teams to propel their operations. At Gainwell, we believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. As an industry leader, we are a company where collaboration, innovation, and inclusion fuel our growth. We value your contributions and put a premium on work flexibility, learning, and career development.

The Mission of This Role

This position is designed to direct enterprise experience optimization and adoption for customer experience (CX) performance platforms. The core purpose is to ensure that technology investments translate into sustained operational value. You will lead the business-side strategy for adoption, governance, optimization, and value realization across a suite of platforms including Verint WFM, QM, AQM, Speech and Text Analytics, Performance Management, Operations Manager, and telephony platforms.

By partnering cross-functionally, you will align platform configuration, adoption practices, leader routines, and analytics to drive improved performance, visibility, compliance, productivity, and cost outcomes. This role exists to prevent "deploy-and-hand-off" implementation patterns, ensuring that standards are defined before configuration decisions and that business requirements are met prior to go-live.

Your Day-to-Day Impact

In this role, you will build trusted relationships with business, operations, and frontline leaders by translating complex platform capabilities into clear operational value. You will define governance routines, adoption gates, and decision rights, ensuring that usage, leader behaviors, and process compliance are tracked against measurable performance outcomes.

You will own the optimization backlog in partnership with functional leaders and technology teams, identifying drift, configuration misalignment, and opportunities to improve adoption. A key part of your day involves partnering with Organizational Change Management and Training teams to equip CX leaders with practical enablement and accountability expectations. Ultimately, you will build and lead a high-performing Experience Optimization & Adoption team, fostering a culture focused on accountability, collaboration, resilience, and measurable results.

Hiring Process & Application

This posting is intended for pipeline development, and we will accept applications on an ongoing basis. We invite you to put your passion to work at Gainwell and join a company dedicated to making healthcare work better for everyone.

Equal Opportunity Employer

Gainwell Technologies is an Equal Opportunity Employer. We consider qualified applicants 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. We define "wages" and "wage rates" to include all forms of pay, including salary, overtime, bonuses, stock, benefits, and travel reimbursements.