DSHS HCLA Benefits and Customer Care Operations Program Manager

State of Washington • Multiple Locations Statewide, WA

1d • Hybrid

About The Position

This role is for internal DSHS employees. As the Benefits and Customer Care Operations Program Manager, you will help build the systems behind WA Cares Fund benefit delivery. You will lead training, quality assurance, appeals, procedures, and staff development across the statewide Contact Center, Centralized Intake, and WA Cares Imaging Unit. This role requires someone comfortable building while leading, who can take an unfinished process, create structure around it, and give people the direction and resources to carry it forward. You will lead staff responsible for training, procedures, quality assurance, appeals, and records—setting expectations, delegating ownership, and keeping the pieces connected. Your work will influence how WA Cares Fund operates statewide, helping to turn policy changes into practice, identify process improvements, and bring operational experience into decisions about benefit delivery. The first 90 days will focus on understanding existing systems and identifying what needs to be built, learning the work, getting to know the team, identifying gaps, and establishing processes for moving questions, policy changes, and new procedures from decision to implementation. The goal is to build consistency through clearer processes, stronger training, meaningful quality standards, and better staff tools. This is a hybrid position based anywhere in Washington, with most work performed remotely. The typical schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional in-person trainings, meetings, and other operational needs. Success within the first year means your team understands their ownership, has the resources to perform well, and can adapt as the program evolves.

Requirements

• A bachelor's degree in social work, human services, business administration, public administration, healthcare administration, or a related field.
• Five years of professional supervision and/or management experience planning, administering, developing, or delivering social and health services programs.
• Equivalent professional experience may substitute year-for-year for the required education.

Responsibilities

• Lead training, quality assurance, appeals, procedure development, and staff development for Benefits and Customer Care operations.
• Manage a growing team that includes Social and Health Program Consultants.
• Build and improve training, quality assurance, and appeals processes as WA Cares Fund operations develop.
• Turn policy and program changes into clear procedures and resources staff can use.
• Monitor performance, identify gaps, and put improvements or corrective actions in place.
• Help ensure WA Cares Fund benefits are delivered legally, accurately, and on time.
• Recommend changes to statewide policies, procedures, and service delivery.
• Work with other agencies, community organizations, workgroups, and internal partners on WA Cares Fund operations.
• Guide staff and partners through complex program and policy questions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager