Client Services and Production Control Manager

Posting number: 1458

Department: Health Benefits Exchange

Job classification: WHBE000

Posting type: Open

Categories: Public Health

Summary

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 Client Services and Production Control Manager oversee end-to-end IT service coordination, client system engineering, and customer-facing support operations at the Exchange. This role leads the ITIL Service Transition functions, Change and Release Management, and disaster recovery coordination, while also managing the deployment, maintenance, and support of desktop, mobile, and telecommunications systems. Acting as the central point for system outages and technical communication, the manager facilitates collaboration across internal teams and with federal, state, and external IT partners. 

This position drives process improvement using Lean methodologies, supports requirement gathering, and manages procedure mapping. It also directs the Client Support team, ensuring effective triage, prioritization, and escalation of system issues. Regular reporting on system stability, change impacts, and partner performance is provided to leadership. Strong relationships with staff at all levels, vendors, agents, and government entities are essential to success in this role.

Examples of duties

Strategic Leadership in Technical Operations and Systems Engineering 
•Strategic Alignment & Standards: Guide system engineering to support business goals, approve technology standards, and prioritize initiatives like device management and endpoint security. 
•System Design & Deployment Oversight: Review and validate infrastructure deployments for scalability, compliance, and performance across client systems and cloud services. 
•Security & Service Administration: Collaborate with the Security team on endpoint protection, manage O365 tenant configurations, and ensure SharePoint and cloud services are properly maintained. 
•Performance Monitoring & Reporting: Track key metrics (uptime, patching, incident resolution), communication risks and progress to leadership, and conduct regular system health reviews. 
•Policy Compliance & Audit Readiness: Enforce IT policies, managing licensing and access controls, and support internal and external audits for compliance across systems and services. 

Team Leadership & Staff Development 
•Supervise Client Support and Prod control teams, setting daily tasks and performance goals. 
•Mentor junior