NEOGOV · 5 months ago
Customer Support Center (CSC) Business Implementation Manager
Thurston County – Olympia, WA
Full-time, Contract
Hybrid
Mid Level
$94K/yr - $123K/yr
4+ years expNEOGOV is a public-private partnership that operates the Washington Health Benefit Exchange, aimed at improving health insurance access for residents. The Customer Support Center (CSC) Business Implementation Manager will oversee the implementation of a new contract for CSC services, ensuring timely and effective support and coordination among various stakeholders.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Serve as main point of contact with Contracts staff to assure assigned Business responsibilities are completed during the procurement phase
Support the procurement’s contract negotiations by collecting and consolidating feedback from Business representatives
Manage adherence to Procurement timelines and assure Business stakeholders are meeting milestones and deliverables
Build relationships, learn WAHBE processes and approaches, and develop structure and plan for Implementation Phase
Leverage project management expertise to oversee and lead all implementation activities
Establish and lead a project implementation team that will include stakeholders from across WAHBE and external stakeholders, including vendor points of contact. Team approach must be mindful of WAHBE processes and approaches currently in place
Lead development and management of project plans, schedules, milestones, and ensure the timely completion of tasks and deliverables. Coordinate and facilitate project meetings, project status updates, communication planning, and collaborate with the team to identify, assess, and mitigate risks, resolve issues, and escalate concerns as appropriate
Ensure operational consistency throughout the transition period and confirm transition completion within established deadlines
Supervise and manage sub-projects and related workstreams as agreed
Implement process improvement initiatives as required
Engage effectively across stakeholder groups, including both internal and external parties
Promote transparent and effective communication among team members, stakeholders, and departments
Perform other related duties as assigned
Qualification
Required
Four years of progressive responsibility in facilitating, coordinating and providing project management leadership for complex programs, projects and/or procurement implementations
Two years of experience working with business stakeholders within a cross-functional matrixed environment
Two years of experience facilitating groups of all sizes within the context of project management
Strong commitment to applying an equity lens and customer-focus
Excellent written and verbal communication skills with the ability to communicate effectively across a variety of settings (i.e. in-person, remote). Experience preparing and presenting material to staff and leaders at all levels within the organization, as well as to partners, stakeholders and other interested parties
Ability to work both independently and within a team. Ability to take direction from individuals both with and without direct authority. Demonstrate self-awareness and emotional intelligence
Accept personal responsibility for the quality and timeliness of work. Relied upon to achieve excellent results
Demonstrated experience working under pressure and adjusting to rapidly shifting priorities
Proven ability to collaborate with diverse array of people. Experience managing partners and stakeholders
Ability to apply influence and build rapport to achieve common goals across work groups
Ability to organize and accurately maintain documentation and data, while ensuring compliance with policies, rules, and regulations
Proficient with Microsoft Word, Excel, SharePoint, TEAMS and Project Management software
Must be a team player with a positive can-do attitude
Must be able to facilitate discussions with core stakeholders including both small and large audiences
Proficiency in Microsoft Office Suite, especially Excel and PowerPoint
Preferred
Washington state government procurement experience
Government, Healthcare or Health insurance industry experience
Experience in support of a call center outsourcing service provider
Project management education or certification
Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses.
Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
New employees have the option of two employer contributed retirement programs.
Employees also have the ability to participate in the Deferred Compensation Program.
All state employees are covered by the federal Social Security and Medicare systems.
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Full-time employees earn eight hours of sick leave per month.
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165.
Washington State supports members of the armed forces with 21 days paid military leave per year.
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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