Strategic Program Manager — Benefits & Care Ops

Washington Department of Natural Resources; Washington; Hybrid; USD 110,000 - 150,000; Full time

Job summary

The Washington State Department of Social and Health Services is seeking a Benefits and Customer Care Operations Program Manager to turn policy changes into practical procedures and to lead training, quality assurance, appeals, and staff development across statewide operations.

You will guide a growing team, collaborate with partner agencies, and build consistent processes and resources. This is a hybrid role in Washington with mostly remote work and occasional in-person trainings.

Qualifications

• Bachelor's degree in social work, human services, business administration, public administration, healthcare administration, or related field.
• Five years of professional supervision and/or management experience delivering social/health services programs.

Responsibilities

• Lead training, quality assurance, appeals, procedure development, and staff development for Benefits and Customer Care operations.
• Manage a growing team including Social and Health Program Consultants.
• Build and improve training, QA, and appeals processes as WA Cares Fund operations develop.
• Turn policy changes into clear procedures and resources staff can use.
• Monitor performance, identify gaps, and implement improvements or corrective actions.
• Ensure WA Cares Fund benefits are delivered legally, accurately, and on time.

Skills

Training leadership

Quality assurance

Staff development

Policy interpretation

Program management

Cross-agency collaboration

Education

Bachelor's degree in social work or related field

Job description

The Washington State Department of Social and Health Services is seeking a Benefits and Customer Care Operations Program Manager to turn policy changes into practical procedures and to lead training, quality assurance, appeals, and staff development across statewide operations.

You will guide a growing team, collaborate with partner agencies, and build consistent processes and resources. This is a hybrid role in Washington with mostly remote work and occasional in-person trainings.