Project Line Manager I (Hybrid) - London, KY Jobs

Product Line Manager I

If you love high profile and challenging programming projects supporting the CMS-ES Eligibility Support Contract - Serco has a great opportunity for you! This hybrid Product Line Manager I position supports the CMS Mailroom & Application department based in London, Kentucky, offering the flexibility of working both remotely and on-site. Bring your analytical, operational, and leadership skills to help drive innovative solutions that support millions of consumers seeking healthcare coverage through the Health Insurance Marketplace.

In this role, you will:

• Lead cross-functional initiatives involving Operations, Technology, Quality, and Client stakeholders to drive operational excellence and business outcomes
• Analyze operational performance, identify trends, risks, and opportunities, and develop data-driven recommendations
• Gather, document, validate, and manage business, operational, and technical requirements for system enhancements and process improvements
• Facilitate stakeholder meetings, strategy sessions, and working groups to align priorities and drive issue resolution
• Translate complex business challenges into scalable operational or technical solutions
• Develop and maintain process documentation, workflows, standard operating procedures, and training materials
• Monitor key performance indicators and operational metrics to ensure program objectives and service levels are achieved
• Lead implementation efforts, validate results, and ensure successful transition of new capabilities into production operations
• Act as a liaison between Operations, Technology, Quality, and Client stakeholders to ensure alignment of business objectives
• Evaluate operational risks and develop mitigation strategies to ensure continuity and service excellence
• Support product roadmap planning, prioritization efforts, and strategic initiatives by evaluating business needs, operational impacts, and implementation readiness.
• Mentor and support SMEs while fostering accountability, collaboration, and continuous improvement.
• Manage assigned product line processes while providing leadership and direction to subject matter experts and cross-functional teams.
• Partner with Serco technical teams to design, develop, test, and implement scalable solutions that improve operational performance and consumer outcomes.
• Identify, develop, and implement process improvement initiatives that increase efficiency, quality, and customer satisfaction.
• Effectively manage competing priorities while balancing operational needs, project commitments, and stakeholder expectations.

To be successful in this role you will have:

• Ability to obtain and/or maintain a public trust security clearance
• Ability to travel up to 10% as needed
• Bachelor`s degree in Business, Information Systems, Operations Management, Project Management, or related field from an accredited institution
• 3 to 5 years of relevant work experience
• Demonstrated experience leading projects, process improvement initiatives, and/or operational programs
• Demonstrated ability to independently identify business problems, develop recommendations, and drive solutions through implementation
• Strong analytical, critical thinking, and problem-solving skills
• Experience gathering, documenting, and validating business requirements
• Experience analyzing operational data, metrics, and trends to support decision making
• Experience presenting operational recommendations, business cases, or project updates to management or client stakeholders
• Experience facilitating meetings, driving action items to completion, and coordinating cross-functional teams across business and technical organizations
• Advanced proficiency with Microsoft Excel, PowerPoint, Visio, and other Microsoft Office applications
• Ability to work independently while managing multiple priorities and deadlines
• Enjoy working in a collaborative and team-oriented environment
• Familiarity with JIRA, Microsoft Suite, and SQL
• Previous Experience with Software Development Life Cycle (SDLC) and Agile

Additional desired experience and skills:

• Lean Six Sigma, Agile, Scrum, PMP, or Business Analysis certification.
• Experience working within a government contract or regulated environment.
• Experience supporting operational transformation, process improvement, or technology implementation efforts.
• Familiarity with SQL, APIs, automation solutions, reporting platforms, or workflow systems.
• Experience with Jira, Confluence, Azure Dev Ops, or similar project management tools.
• Experience presenting findings and recommendations to leadership and external stakeholders.
• CMS Eligibility Support experience preferred.
• Experience supporting document management, workflow automation, eligibility processing, or case management systems.