Client Services and Production Control Manager

The mission of Washington Health Benefit Exchange (Exchange) is to radically improve how Washington residents secure health insurance through innovative and practical solutions, an easy‑to‑use customer experience, our values of integrity, respect, equity and transparency, and by providing undeniable value to the health care community.

The Exchange is a public‑private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in‑person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.

Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti‑racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities.

To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange’s area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.

The Client Services and Production Control Manager oversees end-to-end IT service coordination, client system engineering, and customer-facing support operations at the Exchange. This role leads the ITIL Service Transition functions, Change and Release Management, and disaster recovery coordination, while also managing the deployment, maintenance, and support of desktop, mobile, and telecommunications systems. Acting as the central point for system outages and technical communication, the manager facilitates collaboration across internal teams and with federal, state, and external IT partners.

This position drives process improvement using Lean methodologies, supports requirement gathering, and manages procedure mapping. It also directs the Client Support team, ensuring effective triage, prioritization, and escalation of system issues. Regular reporting on system stability, change impacts, and partner performance is provided to leadership. Strong relationships with staff at all levels, vendors, agents, and government entities are essential to success in this role.

• Guides system engineering to support business goals, approves technology standards, and prioritizes initiatives like device management and endpoint security.
• Reviews and validates infrastructure deployments for scalability, compliance, and performance across client systems and cloud services.
• Collaborates with the Security team on endpoint protection, manages O365 tenant configurations, and ensures SharePoint and cloud services are properly maintained.
• Tracks key metrics (uptime, patching, incident resolution), communicates risks and progress to leadership, and conducts regular system health reviews.
• Enforces IT policies, manages licensing and access controls, and supports internal and external audits for compliance across systems and services.

• Supervises Client Support and Production Control teams, setting daily tasks and performance goals.
• Mentors junior staff, conducts annual reviews, and coordinates schedules and leave approvals.
• Collaborates with the associate Director of Infrastructure Services to align team objectives.

• Monitors and triages IT helpdesk tickets, ensuring timely resolution and escalation.
• Provides hands‑on troubleshooting,…