Position Description & Qualifications

If you love high profile and challenging programing projects supporting the CMS-ES Eligibility Support Contract - Serco has a great opportunity for you!
This hybrid Product Line Manager I position supports the CMS Mailroom & Application department based in London, Kentucky, offering the flexibility of working both remotely and on-site. Bring your analytical, operational, and leadership skills to help drive innovative solutions that support millions of consumers seeking healthcare coverage through the Health Insurance Marketplace.

In this role, you will:

• Lead cross-functional initiatives involving Operations, Technology, Quality, and Client stakeholders to drive operational excellence and business outcomes
• Analyze operational performance, identify trends, risks, and opportunities, and develop data-driven recommendations
• Gather, document, validate, and manage business, operational, and technical requirements for system enhancements and process improvements
• Facilitate stakeholder meetings, strategy sessions, and working groups to align priorities and drive issue resolution
• Translate complex business challenges into scalable operational or technical solutions
• Develop and maintain process documentation, workflows, standard operating procedures, and training materials
• Monitor key performance indicators and operational metrics to ensure program objectives and service levels are achieved
• Lead implementation efforts, validate results, and ensure successful transition of new capabilities into production operations
• Act as a liaison between Operations, Technology, Quality, and Client stakeholders to ensure alignment of business objectives
• Evaluate operational risks and develop mitigation strategies to ensure continuity and service excellence
• Support product roadmap planning, prioritization efforts, and strategic initiatives by evaluating business needs, operational impacts, and implementation readiness.
• Mentor and support SMEs while fostering accountability, collaboration, and continuous improvement.
• Manage assigned product line processes while providing leadership and direction to subject matter experts and cross-functional teams.
• Partner with Serco technical teams to design, develop, test, and implement scalable solutions that improve operational performance and consumer outcomes.
• Identify, develop, and implement process improvement initiatives that increase efficiency, quality, and customer satisfaction.
• Effectively manage competing priorities while balancing operational needs, project commitments, and stakeholder expectations.

To be successful in this role you will have:

• Ability to obtain and/or maintain a public trust security clearance
• Ability to travel up to 10% as needed
• Bachelor`s degree in Business, Information Systems, Operations Management, Project Management, or related field from an accredited institution
• 3 to 5 years of relevant work experience
• Demonstrated experience leading projects, process improvement initiatives, and/or operational programs
• Demonstrated ability to independently identify business problems, develop recommendations, and drive solutions through implementation
• Strong analytical, critical thinking, and problem-solving skills
• Experience gathering, documenting, and validating business requirements
• Experience analyzing operational data, metrics, and trends to support decision making
• Experience presenting operational recommendations, business cases, or project updates to management or client stakeholders
• Experience facilitating meetings, driving action items to completion, and coordinating cross-functional teams across business and technical organizations
• Advanced proficiency with Microsoft Excel, PowerPoint, Visio, and other Microsoft Office applications
• Ability to work independently while managing multiple priorities and deadlines
• Enjoy working in a collaborative and team-oriented environment
• Familiarity with JIRA, Microsoft Suite, and SQL
• Previous Experience with Software Development Life Cycle (SDLC) and Agile

Additional desired experience and skills:

• Lean Six Sigma, Agile, Scrum, PMP, or Business Analysis certification.
• Experience working within a government contract or regulated environment.
• Experience supporting operational transformation, process improvement, or technology implementation efforts.
• Familiarity with SQL, APIs, automation solutions, reporting platforms, or workflow systems.
• Experience with Jira, Confluence, Azure DevOps, or similar project management tools.
• Experience presenting findings and recommendations to leadership and external stakeholders.
• CMS Eligibility Support experience preferred.
• Experience supporting document management, workflow automation, eligibility processing, or case management systems.

If you are interested in joining the CMS team, submit your application today and discover your place in our world.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.Benefits - Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [redacted].