Customer Experience Manager (IT Manager 1)

Who We Are

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Cash and Food Assistance
• Employment Services and Workforce Development
• Unemployment Insurance
• Adult Protective Services
• Child Support

Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone’s world!

Guiding Principles

• We will be a leader in customer satisfaction.
• We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
• We get better at what we do every day.

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.

What You Will Do

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.

Day-to-Day You Will:

• 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 escalate issues or risks to leadership as appropriate.
• Identify opportunities for improving customer experience, operational efficiency, and cross‑agency coordination.

Schedule: Full-time.

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

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

Travel: Occasional travel within the state of Ohio.

PN: 20005465.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

The candidate, at minimum, must have the following: 

Option 1:

• Completion of undergraduate core coursework in computer science, or completion of undergraduate core coursework in any academic major which included at least one course in each of the following: advanced-level computer programming language (for example, COBOL, Delphi, Java, Powerbuilder, Visual Basic, Pl 1, SAS PCS, Pacbase, Full Visual Suite, Designer 2000, Developer 2000, C, C++, Visual C, ECL, or Visual Studio), logic-based mathematics, data base concepts (for example, Oracle, Microsoft Access, Paradox, Sybase, IMS DB, DB2, Cache, DMS, or RDMS), computer systems analysis & design, & basic data processing concepts;
• AND Additional 6 1/2 years (78 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting;
• AND 18 mos. exp. in performing project management functions as defined in series purpose. 

Option 2:

• 8 1/2 years (102 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting;
• AND 18 months exp. in performing project management functions as defined in series purpose.

Option 3:

• 12 mos. exp. as Information Technology Supervisor 3, 64119, or equivalent.

Option 4:

• The equivalent of Minimum Class Qualifications For Employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s E1 Pay Schedule, Pay Range 16. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $48.93 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below. 

Pay Range 16	Step 1	Step 2	Step 3	Step 4	Step 5	Step 6	Step 7	Step 8
Hourly	$48.93	$51.65	$54.49	$57.56	$60.71	$64.18	$66.82	$69.94
Annual	$101,774	$107,432	$113,339	$119,725	$126,277	$133,494	$138,986	$145,475
Months of Employment	At Hire	6 Months	18 Months	30 Months	42 Months	54 Months	66 Months	78 Months

ADA Notice

If you require an accommodation based on a disability for any step of the selection process, please contact [email protected].

Background check information

The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.