Exchange Operations Lead: SHOP & GA Relations

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 120,000 - 170,000; Full time

Job summary

District of Columbia Health Benefit Exchange Authority (HBX) seeks a senior Exchange Operations Program Manager to lead SHOP account management and GA relations, directing two teams to support small businesses, employees, brokers, and broker agents in the District. The role requires extensive management experience and the ability to drive policy-aligned operational improvements.

The manager will coordinate with HBX IT, EDI, Legal, and carrier partners, set performance goals, and ensure superior

Qualifications

• Experience leading multiple teams and programs.
• Ability to translate policy into operational processes.
• Strong communication with internal and external partners.

Responsibilities

• Direct two case management teams serving small businesses, employees, brokers and broker agents in DC.
• Oversee two supervisors and ~10 program analysts, case managers, and team leads.
• Coordinate with HBX IT, EDI, Legal and carrier partners to resolve escalated issues.
• Develop and manage performance goals to improve customer service and efficiency.
• Lead engagement with brokers and general agencies to strengthen partnerships.
• Collaborate on system development projects and manage test plans and defects.

Skills

Leadership

Strategic thinking

Analytical skills

Stakeholder management

Communication

Job description

District of Columbia Health Benefit Exchange Authority (HBX) seeks a senior Exchange Operations Program Manager to lead SHOP account management and GA relations, directing two teams to support small businesses, employees, brokers, and broker agents in the District. The role requires extensive management experience and the ability to drive policy-aligned operational improvements.

The manager will coordinate with HBX IT, EDI, Legal, and carrier partners, set performance goals, and ensure superior