Remote Program Lead — Benefits Delivery & Training

State of Washington; Washington; Hybrid; USD 90,000 - 150,000; Full time

Job summary

State of Washington's Department of Social and Health Services seeks a Benefits and Customer Care Operations Program Manager to build the systems behind WA Cares Fund benefit delivery. You will lead training, quality assurance, appeals, procedures, and staff development across the statewide Contact Center, Centralized Intake, and WA Cares Imaging Unit, shaping how benefits are delivered statewide.

This role requires translating policy changes into practice, guiding staff through complex program

Qualifications

• Bachelor's degree in social work, human services, business administration, public administration, healthcare administration, or a related field.
• Five years of professional supervision and/or management experience planning, administering, developing, or delivering social and health services programs.
• Equivalent professional experience may substitute year-for-year for the required education.

Responsibilities

• Lead training, quality assurance, appeals, procedure development, and staff development for Benefits and Customer Care operations.
• Manage a growing team that includes Social and Health Program Consultants.
• Build and improve training, quality assurance, and appeals processes as WA Cares Fund operations develop.
• Turn policy and program changes into clear procedures and resources staff can use.
• Monitor performance, identify gaps, and put improvements or corrective actions in place.
• Help ensure WA Cares Fund benefits are delivered legally, accurately, and on time.
• Recommend changes to statewide policies, procedures, and service delivery.
• Work with other agencies, community organizations, workgroups, and internal partners on WA Cares Fund operations.
• Guide staff and partners through complex program and policy questions.

Education

Bachelor's degree in social work, human services, business administration, public administration, healthcare administration, or a related field

Job description

State of Washington's Department of Social and Health Services seeks a Benefits and Customer Care Operations Program Manager to build the systems behind WA Cares Fund benefit delivery. You will lead training, quality assurance, appeals, procedures, and staff development across the statewide Contact Center, Centralized Intake, and WA Cares Imaging Unit, shaping how benefits are delivered statewide.

This role requires translating policy changes into practice, guiding staff through complex program