Senior Program Manager

Role:- Program Manager 3

Location:- Columbus, OH

Immediate Hire Role

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The Ohio Benefits M&O Program Manager is responsible for overseeing the maintenance and operations (M&O) activities of the Ohio Benefits Program. This individual ensures that M&O functions are efficiently executed, service level agreements (SLAs) are monitored and reported accurately, and incidents are escalated following program protocols. This role reports directly to the Ohio Benefits Program Director and serves as a critical leader in managing the stability and operational excellence of Ohio’s benefits systems.

· Lead the execution and oversight of the Ohio Benefits system M&O activities, using knowledge of system operations, business processes, and organizational transformation.

· Manage daily operational functions including:

- Technical Architecture/Infrastructure operations

- Nightly job runs

- Defect resolution

- EDMS (Document Management System)

- RPA/Bots

- CSS/IVR Call Center

- Real-time and batch interfaces

- Testing of system patches and fixes

· Develop and maintain operational policies and procedures to support incident management, SLA tracking, and defect closure.

· Maintain critical operational documentation such as the OB Operations Run Book, change management policies, communication strategies, and production access controls.

· Provide regular updates to leadership on M&O performance and escalate issues as necessary.

· Collaborate across program workstreams, including Program Management and Service Delivery, to support environment releases and upgrades.

· Provide support to other Ohio Benefits Program Managers and Business Analysts.