CSC Project Manager - Vendor Implementation & Federal Changes

The mission of Washington Health Benefit Exchange (Exchange) is to radically improve how Washington residents secure health insurance through innovative and practical solutions, an easy-to-use customer experience, our values of integrity, respect, equity and transparency, and by providing undeniable value to the health care community.

The Exchange is a public-private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in-person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.

The Exchange embraces the following equity statement adopted by our Board of Directors:

Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti-racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities. To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange s area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.

SUMMARY

The CSC Project Manager – Vendor Implementation & Federal Changes is responsible for coordinating vendor implementation activities and federal change efforts impacting the Customer Support Center (CSC) and Training teams. 

This position reports directly to the Associate Director of the Customer Support Center (CSC) & Training and serves as the CSC-focused project manager responsible for aligning implementation efforts with contractual requirements, operational needs, and organizational priorities. 

The role operates within a dual project management structure, functioning as the internal project manager and primary counterpart to the vendor’s project manager to ensure alignment of timelines, deliverables, and implementation outcomes. 

This project position is scheduled through June 30, 2027.

DUTIES AND RESPONSIBILITIES

•    Serve as the primary project manager for CSC-related implementation workstreams, ensuring alignment between vendor activities, CSC operations, training priorities, and federal requirements

•    Develop, maintain, and monitor integrated project plans that incorporate vendor deliverables, operational needs, training timelines, and federal change impacts

•    Coordinate with the vendor project manager and internal stakeholders to align priorities, timelines, deliverables, and expected outcomes related to CSC changes and federal implementation work

•    Monitor implementation progress by facilitating status meetings, working sessions, and issue resolution, ensuring transparency, accountability, and sustained momentum for all CSC and federal changes impacting the CSC and training teams 

•    Validate alignment and completeness of implementation efforts by conducting crosswalks between vendor deliverables, contractual requirements, and operational expectations; escalate gaps and inconsistencies through established governance channels directly related to the CSC and training teams, including vendor implementation and federal changes

•    Coordinate CSC and Training team engagement to ensure operational readiness, knowledge transfer, and training requirements are fully integrated into implementation planning and execution of organization and federal changes

•    Identify, assess, and manage risks, issues, dependencies, and impacts to timelines, deliverables, and operational readiness; escalate as appropriate

•    Collaborate with internal project managers and cross-functional partners to ensure CSC and Training impacts are incorporated into broader organizational initiatives including but not limited to federal changes

•    Maintain project documentation and reporting artifacts to support tracking, requirement validation, and implementation visibility

•    Serve as a central coordination point between CSC leadership, Training, vendor teams, and stakeholders to support aligned execution of vendor implementation and federal initiative changes

•    Perform other duties as assigned

QUALIFICATIONS

Required: 

•    4 years of experience in Project Management using project planning tools and techniques (e.g., MS Products, Smartsheet), building and managing integrated, multi-dependency project plans, vendor coordination and relationship management

•    Strong verbal and written communication skills 

•    Ability to negotiate priorities and resolve competing interests 

•    Knowledge of contract/vendor deliverable structures and expectations

•    Experience with alignment of cross-functional priorities within complex operational environments across internal and external stakeholders 

•    Ability to integrate operational, training, and compliance requirements into cohesive processes that support consistent service delivery, regulatory adherence, and continuous improvement

•    Knowledge of contractual compliance and deliverable validation practices 

•    Ability to synthesize information for different audiences 

•    Strong professional judgment and situational awareness 

Desired:

•    Ability to manage knowledge transfer processes effectively 

•    Understanding of call center operations and training environments 

•    Knowledge of organizational change impacts on operations 

•    Knowledge of documentation standards  

•    Skill in creating reporting artifacts and status summaries 

•    Attention to detail and data accuracy 

•    Ability to maintain organized and accessible records

APPLICATION INSTRUCTIONS

This position will be open until we find a suitable number of candidates to review. If interested, please submit an application with a cover letter as soon as possible. The Exchange reserves the right to close the recruitment at any time. 

SALARY INFORMATION

Full Salary Range: $81,690.00 to $122,535.00 annually, with midpoint at $102,113.00. 

Hiring Range: $93,944.00 and $102,113.00 annually. This is an estimate of where a qualified candidate can expect to receive an offer. 

The actual salary offer will consider candidate experience, skills, qualifications, internal equity, and the market.  Our compensation policy reserves the salary range above the midpoint for employees who are meeting and exceeding expectations and for growth and development, up to the maximum. 

BENEFITS

Take a peek at our benefits package. 

WORKING CONDITIONS

Core business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. There are times where irregular hours will be required.  The preferred duty station is our Olympia, Washington headquarters. The nature of this role relies heavily on remote and in-person collaboration.  While a hybrid remote and on-site schedule may be considered, the position will require flexibility to allow for in-office availability as business needs dictate. Travel requirements will be limited, however there may be occasions where an employee is required to travel and work irregular hours to attend meetings or trainings. Duties of this position require the use of standard office furniture and equipment, including setup for remote work. The employee is responsible for providing and maintaining a safe, ergonomic, and secure workspace at their remote location.   

The working conditions and physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SPECIAL REQUIREMENTS

A criminal background screen will be conducted for candidates under final consideration, and if hired, every five years of employment where highly sensitive data is processed or maintained by the position. The incumbent in this role will also be required to complete a federal fingerprint background check. The results of these background screens must meet the Exchange’s eligibility standards. 

OTHER INFORMATION

The above statements are intended to describe the general nature and levels of work being performed.  They are not intended to be construed as an exhaustive list of responsibilities, duties and skills of personnel so classified.

This is not an employment agreement or contract.  Management has the exclusive right to alter this job description at any time without notice.

The Washington Health Benefit Exchange is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We participate in E-Verify. You can view the Department of Justice's Right to Work poster here.