Customer Experience Manager; IT Manager

Office of Information Services

The Office of Information Services (OIS) works to support the business functions and the delivery of health, human, and employment services through the application of information technology. OIS supports the delivery of programs to millions of recipients through the development and round‑the‑clock operation of automated information systems. Due to the number of end‑users and technologies supported, OIS is one of the largest and most complex IT organizations within Ohio state government.

Learn more about the Office by visiting the ODJFS OIS webpage.

As the Customer Experience Manager, you will work with a wide range of partners who support the Ohio Benefits program. You will collaborate regularly with state agencies, county partners, and vendor organizations to strengthen how services are delivered to the many Ohioans, county workers, and program stakeholders who interact with Ohio Benefits every day. You will also work closely with internal teams across Program Delivery, Maintenance & Operations, governance groups, and quality and compliance functions.

You will frequently meet with leadership, staff, and external partners to ensure customer‑facing services are coordinated, consistent, and responsive.

In this role, you will help ensure that Ohio Benefits delivers a positive, reliable, and equitable customer experience across all service channels. You will lead efforts to understand customer needs, improve service delivery processes, strengthen coordination across agencies and vendors, and ensure that the program meets state and federal requirements. Your work will help identify areas for improvement, support decision‑making with clear data and insights, and drive alignment across partners so that the program can effectively meet its goals.

• Lead the development and execution of a statewide customer experience strategy for Ohio Benefits, promoting a customer‑centered culture across teams and partners.
• Establish, track, and report on key performance indicators (KPIs) that measure customer satisfaction, service delivery effectiveness, and overall experience quality.
• Evaluate business processes and recommend improvements that enhance interactions and outcomes for customers, counties, and program stakeholders.
• Conduct root cause analysis on service issues, implement corrective actions, and help standardize best practices across counties and program areas (e.g., Supplemental Nutrition Assistance Program [SNAP], Temporary Assistance for Needy Families [TANF], Medicaid, Child Care).
• Serve as a primary point of coordination among state agencies, county agencies, vendor partners, and oversight groups to ensure collaboration and alignment.
• Incorporate recommendations from oversight partners such as Independent Verification and Validation (IV&V) into operational practices.
• Monitor vendor performance related to customer‑facing services and ensure compliance with service level agreements (SLAs) and contractual expectations.
• Support contract development activities, including performance evaluations and service‑related requirements.
• Ensure adherence to federal and state regulations related to public assistance programs and participate in audits and compliance reviews (e.g., Centers for Medicare and Medicaid Services [CMS], IRS 1075, Minimum Acceptable Risk Standards for Exchanges [MARS‑E]).
• Develop and maintain quality assurance standards for customer interactions, communications, and service delivery processes.
• Prepare executive‑level reports, dashboards, and briefings that present customer experience insights, risks, trends, and recommendations.
• Track progress of key initiatives and elevate issues or risks to leadership as appropriate.
• Identify opportunities for improving customer experience, operational efficiency, and cross‑agency coordination.

Full‑time.

Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

Lazarus Building, 141 S High Street, 6th FL, Columbus, OH 43215.

Occasional travel within the state of Ohio.

PN: .

At the State of Ohio, we take care of the…