Customer Experience Manager (IT Manager 1)

What You Will Do

You will work with a wide range of partners who support the Ohio Benefits program.

You will collaborate regularly with state agencies, county partners, and vendor organizations to strengthen how services are delivered to the many Ohioans, county workers, and program stakeholders who interact with Ohio Benefits every day.

You will work closely with internal teams across Program Delivery, Maintenance & Operations, governance groups, and quality and compliance functions.

You will frequently meet with leadership, staff, and external partners to ensure customer-facing services are coordinated, consistent, and responsive.

You will help ensure that Ohio Benefits delivers a positive, reliable, and equitable customer experience across all service channels.

You will lead efforts to understand customer needs, improve service delivery processes, strengthen coordination across agencies and vendors, and ensure that the program meets state and federal requirements.

Day-to-Day

You will lead the development and execution of a statewide customer experience strategy for Ohio Benefits, promoting a customer-centered culture across teams and partners.

You will establish, track, and report on key performance indicators (KPIs) that measure customer satisfaction, service delivery effectiveness, and overall experience quality.

You will evaluate business processes and recommend improvements that enhance interactions and outcomes for customers, counties, and program stakeholders.

You will conduct root cause analysis on service issues, implement corrective actions, and help standardize best practices across counties and program areas (e.g., Supplemental Nutrition Assistance Program [SNAP], Temporary Assistance for Needy Families [TANF], Medicaid, Child Care).

You will serve as a primary point of coordination among state agencies, county agencies, vendor partners, and oversight groups to ensure collaboration and alignment.

You will incorporate recommendations from oversight partners such as Independent Verification and Validation (IV&V) into operational practices.

You will monitor vendor performance related to customer-facing services and ensure compliance with service level agreements (SLAs) and contractual expectations.

You will support contract development activities, including performance evaluations and service-related requirements.

You will ensure adherence to federal and state regulations related to public assistance programs and participate in audits and compliance reviews (e.g., Centers for Medicare and Medicaid Services [CMS], IRS 1075, Minimum Acceptable Risk Standards for Exchanges [MARS-E]).

You will develop and maintain quality assurance standards for customer interactions, communications, and service delivery processes.

You will prepare executive-level reports, dashboards, and briefings that present customer experience insights, risks, trends, and recommendations.

You will track progress of key initiatives and escalate issues or risks to leadership as appropriate.

You will identify opportunities for improving customer experience, operational efficiency, and cross-agency coordination.

Schedule

Full-time.

Hours: Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

Location

Lazarus Building, 141 S High Street, 6th FL, Columbus, OH 43215.

Travel

Occasional travel within the state of Ohio.

Pay

This position is in the State of Ohio’s E1 Pay Schedule, Pay Range 16. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $48.93 per hour).

Cost of Living Adjustments

The current step progression wages are in the table below.

• Pay Range 16 Step 1: $48.93 per hour
• Pay Range 16 Step 2: $51.65 per hour
• Pay Range 16 Step 3: $54.49 per hour
• Pay Range 16 Step 4: $57.56 per hour
• Pay Range 16 Step 5: $60.71 per hour
• Pay Range 16 Step 6: $64.18 per hour
• Pay Range 16 Step 7: $66.82 per hour
• Pay Range 16 Step 8: $69.94 per hour

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.