Salary: $130,015.00 - $166,143.00 Annually
Location : *Telework, PA
Job Type: Non-Civil Service Permanent Full-time
Job Number:
Department: Insurance Department
Division: IN PHIEA
Opening Date: 08/24/2026
Closing Date: 9/2/2026 11:59 PM Eastern
Union: Non-Union
Bargaining Unit: A3
Pay Group: XH44
Bureau / Division Code: 00091010
Bureau / Division: PA Health Insurance Exchange Authority (PHIEA)
Worksite Address: Bowman Tower, Floor 3
Worksite Address: 320 Market Street
City: Harrisburg, Pennsyvlania
Zip Code: 17101
Contact Name: Pennie HR Office
Contact Email: [email protected]

THE POSITION

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.

DESCRIPTION OF WORK

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.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
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.
01

Do you have at least seven (7) years of progressive experience in consumer support or customer service?

• Yes
• No

02

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
03

Do you have at least five (5) years of managerial experience in consumer support or customer service?

• Yes
• No

04

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
05

Do you have a conferred bachelor's degree?If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.
If you are claiming credits/degree for this question based on education acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting and clicking the Evaluation Services Link.

You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.

• Yes
• Some college credit
• No

06

Additional Requirement - Do you have experience working in virtual consumer support or customer service environments?

• Yes
• No

07

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
08

Additional Requirement - Do you currently reside in or are you willing to relocate to Pennsylvania for the duration of your employment?

• Yes
• No

09

Preferred Qualification - Do you have experience with Affordable Care Act (ACA) federal or state-based exchanges and/or Medicaid programs?

• Yes
• No

10

Preferred Qualification - Do you have experience with Sisense business intelligence software?

• Yes
• No

11

Preferred Qualification - Do you have experience with Genesys customer experience and call center technology?

• Yes
• No

Required Question