Program Manager

Job Overview:

The Program Manager 5 will lead the Maintenance and Operations (M&O) activities for the Benefits Program, ensuring all technical and business functions are smoothly executed. The role is critical in maintaining the reliability and performance of their public benefits systems, including Medicaid, SNAP, and Childcare.

Reporting directly to the Director, this leader will coordinate cross-functional teams, ensure service level agreements (SLAs) are met, manage incident escalations, and maintain essential documentation and operational processes.

Key Responsibilities:

• Lead and manage day-to-day M&O activities for the Benefits system, ensuring system uptime, data integrity, and operational excellence.
• Oversee and troubleshoot key components including:
  • Infrastructure & Architecture
  • Nightly Batch Jobs
  • Defect Tracking & Resolution
  • Electronic Document Management Systems (EDMS)
  • Robotic Process Automation (RPA/Bots)
  • Call Center Technologies (CSS/IVR)
  • Real-Time & Batch Data Interfaces
  • Patch Testing and Release Management
• Develop, implement, and manage policies for incident resolution, SLA adherence, and system change management.
• Maintain the Operations Run Book, production access controls, and change communications.
• Provide timely updates to senior leadership and escalate urgent issues in accordance with program protocols.
• Collaborate with Program Management, Service Delivery, and other stakeholders for smooth environment releases and upgrades.
• Support other Program Managers and Business Analysts within the Benefits ecosystem.

Required Skills & Experience: