Director of Consumer Support, PHIEA

Pennie, Pennsylvania's state-based health insurance marketplace, is seeking an experienced and innovative leader to direct Pennie's consumer-facing service delivery operation. This role provides strategic direction; oversees daily operations; and ensures exceptional, accurate, and equitable service to all Pennsylvanians seeking Affordable Care Act marketplace assistance.

Are you ready to take the next step in your career? Apply today!

As Director of Consumer Support, you will provide strategic leadership and operational oversight for Pennie's consumer-facing contact center, directing all aspects of service delivery and workforce management. You will supervise contact center managers; establish performance expectations; collaborate closely with Operations and IT leadership; and take responsibility for service levels, consumer satisfaction, and overall contact center performance outcomes. Examples of duties include:

• Staffing Management: Oversee staffing levels and ensure resources meet operational needs
• Technology Oversight: Manage licensing needs and maintain appropriate access for team tools
• Enrollment Planning: Develop and update the annual open enrollment readiness plan for the agency
• Issue Resolution: Identify and address problems that affect consumer access and compliance
• Workforce Planning: Lead long term strategies such as capacity planning, surge readiness, attrition mitigation, and succession planning

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) full-time. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
• Salary: Selected candidates who are new to employment with Pennie will begin employment at the starting annual salary of $130,015.00 (before taxes).
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

• At least seven years (7) of progressive experience in consumer support or customer service, which includes at least five (5) years in a managerial capacity; and
• A bachelor's degree in any field (or an equivalent combination of education and experience in lieu of a bachelor's degree).

Additional Requirements:

• You must have experience in virtual consumer support or customer service environments.
• You must currently reside in or be willing to relocate to Pennsylvania for the duration of your employment.
• You must be able to perform all essential job functions as listed below:
  • Communicate effectively verbally and in writing
  • Analyze and interpret Pennie-related laws, rules, regulations, and policies
  • Use standard office equipment and computer software
  • Establish and maintain effective working relationships
  • Manage multiple complex priority projects and respond to changes quickly and effectively
  • Utilize assessment scores to identify training deficiencies and set learning goals and objectives
  • Identify and implement continuous program improvements
  • Conduct effective meetings and produce specialized reports as required
  • Collaborate with other program area staff and leadership to improve knowledge gaps
  • Travel to headquarters office occasionally as required to attend meetings, trainings, seminars, and conferences

Preferred Qualifications (not required):

• Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs
• Experience with Sisense business intelligence software and Genesys customer experience and call center technology

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. *7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.