Customer Experience Manager (IT Manager 1)

State of Ohio • Columbus, OH

23h • $49 • Onsite

About The Position

The Office of Information Services (OIS) works to support the business functions and the delivery of health, human, and employment services through the application of information technology. OIS supports the delivery of programs to millions of recipients through the development and round-the-clock operation of automated information systems. Due to the number of end-users and technologies supported, OIS is one of the largest and most complex IT organizations within Ohio state government.

As the Customer Experience Manager, 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 also 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. In this role, 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. Your work will help identify areas for improvement, support decision‑making with clear data and insights, and drive alignment across partners so that the program can effectively meet its goals.

Requirements

• Completion of undergraduate core coursework in computer science, or completion of undergraduate core coursework in any academic major which included at least one course in each of the following: advanced-level computer programming language (for example, COBOL, Delphi, Java, Powerbuilder, Visual Basic, Pl 1, SAS PCS, Pacbase, Full Visual Suite, Designer 2000, Developer 2000, C, C++, Visual C, ECL, or Visual Studio), logic-based mathematics, data base concepts (for example, Oracle, Microsoft Access, Paradox, Sybase, IMS DB, DB2, Cache, DMS, or RDMS), computer systems analysis & design, & basic data processing concepts; AND Additional 6 1/2 years (78 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting; AND 18 mos. exp. in performing project management functions as defined in series purpose.
• 8 1/2 years (102 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting; AND 18 months exp. in performing project management functions as defined in series purpose.
• 12 mos. exp. as Information Technology Supervisor 3, 64119, or equivalent.
• The equivalent of Minimum Class Qualifications For Employment noted above.

Responsibilities

• Lead the development and execution of a statewide customer experience strategy for Ohio Benefits, promoting a customer-centered culture across teams and partners.
• Establish, track, and report on key performance indicators (KPIs) that measure customer satisfaction, service delivery effectiveness, and overall experience quality.
• Evaluate business processes and recommend improvements that enhance interactions and outcomes for customers, counties, and program stakeholders.
• 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).
• Serve as a primary point of coordination among state agencies, county agencies, vendor partners, and oversight groups to ensure collaboration and alignment.
• Incorporate recommendations from oversight partners such as Independent Verification and Validation (IV&V) into operational practices.
• Monitor vendor performance related to customer-facing services and ensure compliance with service level agreements (SLAs) and contractual expectations.
• Support contract development activities, including performance evaluations and service-related requirements.
• 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]).
• Develop and maintain quality assurance standards for customer interactions, communications, and service delivery processes.
• Prepare executive‑level reports, dashboards, and briefings that present customer experience insights, risks, trends, and recommendations.
• Track progress of key initiatives and escalate issues or risks to leadership as appropriate.
• Identify opportunities for improving customer experience, operational efficiency, and cross‑agency coordination.

Benefits

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation )

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree