Provides day‑to‑day leadership and operational oversight of the Customer Service Center
Manages and coordinates resource scheduling and provisioning
Actively identifies, assesses, and mitigates project risks
Oversees, tracks, and reports on service level agreements (SLAs)
Monitors and analyzes the progress and performance of CSC operations
Participates in system testing, enhancements, and continuous improvement initiatives
Ensures CSC operations comply with State policies, procedures, contractual obligations, and approved standards
Collaborates closely with the CSC Project Director, Technical Lead, Business Operations Lead, and other stakeholders

Requirements

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
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

Benefits

comprehensive health benefits
401(k) employer match
generous, flexible vacation policy
educational assistance
leadership and technical development academies

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementresource schedulingrisk assessmentservice level agreementssystem testingcontinuous improvementcustomer service managementCRM projectssystem development life cycle

Soft Skills

leadershipoperational oversightcollaborationcommunication

Certifications

Project Management Professional (PMP)