NEOGOV · 5 months ago
AD for Customer Support Center and Training
Thurston County – Olympia, WA
Full-time
Hybrid
Mid, Senior Level
$110K/yr - $165K/yr
4+ years expNEOGOV is a public-private partnership operating the Washington Healthplanfinder, aimed at improving health insurance access for residents. The Associate Director of Customer Support Center and Training is responsible for overseeing the Customer Support Center and the Training Program, ensuring efficient operations and customer service excellence.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Oversight and leadership for the Customer Support Center, serving as the Contract Manager responsible for successful achievement of the WAHBE CSC goals and objectives, and responsibility for all day-to-day management of the WAHBE CSC services
Contract Manager responsible for providing strategic, creative and logistical leadership and leading the development, implementation, management, and reprocurement of WAHBE CSC services
Primary contact with call and chat services vendor. Facilitate regular communication about operational and customer-contact activities to ensure key performance indicators are achieved and maintained
Oversee vendor production through monitoring, feedback, resource planning, staffing, and all other methods to achieve and/or exceed metrics and SLAs
Coordinate projected costs and monitor expenses to ensure they stay within budget guidelines. Review and approve invoices
Work closely with key personnel, teams and technology subject matter experts to help ensure successful implementation of requirements and customer communications
Participate in cross-agency or enterprise-level call center workgroups that may include initiatives led by government agencies, health organizations, or other collaborative entities. Represent the organization’s interests, contribute to shared goals, and serve in leadership roles—such as chairing meetings—on a rotating basis as outlined in the group’s charter or governance structure
Advise the COO and Executive Leadership by providing information and recommendations to assist with decision making related to CSC
Keep current on events in the industry and related technologies; evaluate emerging changes for impact on CSCs and potential impacts on the Exchange
Provide supervision for CSC Manager. Provide support for staff reporting to these managers, including creating a community
Effectively maintain staffing needed to support assigned business functions
Keep current on events in the industry and related technologies; evaluate emerging changes for impact on CSCs and potential impacts on the Exchange
Provide oversight, leadership, and support for effective development, delivery and tracking of quality curriculum and train the trainer materials to support training for customer service representatives, WAHBE staff, brokers, navigators and other impacted stakeholders as appropriate
Advise the COO and Executive Leadership by providing information and recommendations to assist with decision making related to enterprise Training
Provide supervision for CSC Training Manager. Provide support for staff reporting to these managers, including creating a community
Effectively maintain staffing needed to support assigned business functions
Assists the COO in a leadership capacity and serves as a key member of the Operations leadership team
Collaborate with the COO, AD-Operations, and Sr. Admin Assistant to help facilitate key Departmental meetings and support key work products
Provide information as requested to support response to queries by Legislators, CMS, IRS and the Governor’s Office
Collaborate with the COO and AD to maintain strategic and tactical goals and drive continuous improvement activities across the Operations Department
Represent WAHBE Operations as requested at internal and external forums
Furthers WAHBE’s Commitment to Diversity, Equity, and Inclusion (DEI) by modeling a commitment to Diversity, Equity, and Inclusion (DEI) and foster a team environment that operates in alignment with WAHBE values of integrity, respect, equity, and transparency. Applies a DEI lens to all areas of work, including leading the team, engaging with colleagues, and interfacing with external partners, including but not limited to insurance carriers, the Office of the Insurance Commissioner, and the Health Care Authority
Manages the CSC and Training Business Owners within the Software Delivery Process
Assures managers are making programmatic decisions regarding system enhancements, provides business inputs, and informs design, prioritization, and implementation of changes in Healthplanfinder systems
Manages workstreams responsible for critical, annual activities supporting Open Enrollment (OE) - before, during, and after
Maintain a safe and healthy work environment by establishing and applying organization standards and fostering collaborative teamwork
Establish a collaborative working relationship with key stakeholders including participating health insurance carriers, Office of the Insurance Commissioner, Health Care Authority, and other state agency call center/CSC leaders
Ensure effective, customer-centric business processes are established, applied, evaluated, and improved to ensure an optimal customer experience
Oversees the escalation and resolution of security and compliance issues by ensuring timely reporting to the COO, Compliance Officer, and CISO. Leads strategic coordination with vendors to develop and communicate actionable remediation plans. Drives cross-functional collaboration with Exchange leadership and staff to ensure effective resolution aligned with organizational standards and regulatory requirements
Leads in support of annual Open Enrollment activities which occur throughout the year and are critical to WAHBE meeting its mission
Perform other related duties as assigned
Qualification
Required
Four years' experience in service provider/client/vendor management, business operations, contract management, and/or four direct experiences with call center and CSC outsourcing
Three years' experience leading people and managing teams that provide customer service in complex environments and motivate individuals and groups to action. Hold space for brave conversations
Demonstrated experience working in business-to-business relationships and problem-solving with a diverse array of business partners and stakeholders, including facilitation of multiple stakeholders towards consensus or common understanding (if not agreement), preparing and making presentations, and otherwise engaging key partners and stakeholders. Work independently with little direction and maintain flexibility and adaptability
Demonstrated understanding of key principles for how adults develop and learn
Demonstrated experience in training and coaching customer service staff in highly complex situations involving personally sensitive information
Demonstrated ability to earn the trust, respect, and confidence of co-workers, partners, vendors, stakeholders and customers through consistent honesty, forthrightness, responsibility, and professionalism in all interactions
Uses knowledge and understanding of the organizational and political climate to make decisions and take actions that satisfy diverse interests and contribute effectively to organizational goals
Experience translating policy and regulation into effective business operations
Experience leading cross-Department initiatives such as strategic planning, performance review and development, and employee engagement
Experience incorporating DEI principles in work. Able to understand the needs and requirements of many different audiences. Able to bring others along in prioritizing a DEI approach to enrollment work
Strong planning and organizational skills and an ability to handle multiple priorities in a fast-paced environment
Ability to communicate effectively, both orally and in writing, regarding complex or sensitive information or issues. Produce high-quality work products
Analytical skills to interpret marketing, systems, and other technical information and form conclusions and/or recommendations
Ability to maintain accountability of staff and work. Follows through and advocates for needs, follows all determined processes, knows when to escalate issues and concerns and serves as an escalation point
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
Medical (including vision), dental and basic life insurance
Medical flexible spending account
Basic life and long-term disability insurance
Dependent care assistance
Washington State Employee Assistance Program
Washington Public Employees' Retirement System (PERS)
Deferred Compensation Program
Social Security
Public Service Loan Forgiveness
Paid holidays and one paid personal holiday
Sick leave
Vacation leave
Military leave
Bereavement leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
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
Company data provided by crunchbase