Benefits Customer Experience Manager

This position provides hybrid telework opportunities, with employees required to work in-person at least two days per week.
Are you interested in leading a team that is committed to establishing a respectful and engaged workplace by taking a holistic approach to product, programs, and service delivery to support the overall well-being of state employees? The California Department of Human Resources (CalHR) Benefits Division, Customer Service and Support team may be a good fit for you.
The Benefits Division is responsible for the design, acquisition, and oversight of the statewide employee benefit programs and ensures employees, retirees and eligible dependents have access to competitive, quality, and affordable benefits.The Benefits Customer Experience Manager provides direction to a dedicated team focused on priorities, program goals, and team deliverables.
Under the direction of the Division Chief, the Personnel Program Manager II is responsible for the overall management and operational activities in the administration of the state's benefits programs primarily, but not limited to the Customer Service and Support section ensuring alignment with the CalHR and Benefits Division mission, vision, values, and goals.
You will find additional information about the job in the Duty Statement .
Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• PERSONNEL PROGRAM MANAGER II
• STAFF SERVICES MANAGER III

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-407374
Position #(s):
363-530-5323-002
Working Title:
Benefits Customer Experience Manager
Classification:
PERSONNEL PROGRAM MANAGER II $8,759.00 - $9,945.00
Shall Consider:
STAFF SERVICES MANAGER III
$8,759.00 - $9,945.00
# of Positions:
1
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information The California Department of Human Resources (CalHR) is responsible for issues related to employee salaries and benefits, job classifications, civil rights, training, exams, recruitment and retention. For most employees, many of these matters are determined through the collective bargaining process managed by CalHR.
Our Vision: To be the premier leader and trusted partner in innovative human resources management.
Our Mission: To provide exceptional human resources leadership and services with integrity, respect and accountability to state departments and all current and prospective employees.
DEI Statement: At CalHR we believe in the power of diversity. Diversity fuels the creativity and innovation necessary to serve our customers well. We are building a culture that values difference and fosters belonging. We strive to sustain a workforce reflective of the state we serve, and an environment that is safe and inclusive for all individuals. We welcome everyone to contribute their talent, life experience, and expertise to drive CalHR forward.
Department Website: https://www.calhr.ca.gov
Special Requirements All interested applicants are required to submit a Statement of Qualifications (SOQ). You must provide direct responses to each of the numbered items listed below. Each individual response must be numbered and include the full text of the numbered items prior to your response. Please include specific examples of your education, training, and/or experience. Limit your SOQ to a maximum of three (3) pages, single-spaced, twelve-point Arial font.

Describe your experience leading a customer service oriented team to achieve program objectives and goals. Identify your role and accomplishments.

Describe your leadership style and approaches. How do you engage employees and support their development? In your response, indicate the number of managers and staff, and the number of years you supervised them.

Describe how your training, experience, and knowledge of diversity, inclusion, and equity and how it has prepared you to be an effective and engaging leader in a diverse work environment?

Provide an example that demonstrates your experience in researching, interpreting and applying laws, rules, regulations, policies and practices in a professional environment?

Note: Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and resumes do not take the place of the SOQ.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 12/28/2023
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Department of Human Resources
Attn: Human Resources Office - Amanda Arkow
1515 S Street, North Building, Suite 500
Sacramento , CA 95811-7258
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Human Resources
Human Resources Office - Amanda Arkow
1810 16th Street
Sacramento , CA 95811-7258
08:00 AM - 04:00 PM
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Other - If you are basing your eligibility on education, provide your transcripts. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts will be required upon appointment. Please redact birthdates and social security numbers. If you are not basing your eligibility on an educational requirement, you may instead use the bypass option (when applying, select Choose/Upload for the required document and then select Bypass File).
• Statement of Qualifications - A STATEMENT OF QUALIFICATIONS IS REQUIRED. Please see the Special Requirements section for instructions.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Ability to communicate clearly and concisely in both verbal and written form
• Ability to develop and deliver engaging, educational, transformative, persuasive, and instructive presentations
• Ability to analyze and implement legislation, and advise management on impact, state policies, rules, and standards relative to the State's Civil Service Benefits Administration
• Ability to manage time effectively, establish workload priorities, meet deadlines, remain flexible, and adapt to rapid changes without compromising accuracy or quality of assignments
• Extensive writing experience, preferably report writing or written analysis from data, with experience in recommending, influencing, developing, and implementing policies and procedures
• Experience that demonstrates the ability to solve problems, think strategically, facilitate decision-making, promote teamwork, and achieve success through collaboration with others to achieve strategic goals
• Experience in collaboration, teamwork, conflict resolution, adaptability, resilience, and helping behaviors
• Knowledge of employee benefit programs and/or health care industry standards
• Strong work ethic, including regular, consistent, and predictable attendance
• Demonstrates honesty, ethical, systemic thinking, tactful, thoughtfully decisive, and conscientious.
• Demonstrates an unwavering commitment to diversity, equity, and inclusion

Benefits Benefit information can be found on the CalHR website and the CalPERS website.
If you're passionate about business-changing experiences in an exciting, thriving state environment, CalHR is right for you. Join us at CalHR to provide human resources support to state departments. As you contribute your time, talent, and ideas, you'll see the impact you will make to thousands of state employees and fellow Californians.
We offer competitive, flexible opportunities:

• Hybrid telework
• Tax-advantaged savings and spending accounts
• Short-Term Disability Program available
• Employee Assistance Program
• Excellent healthcare benefits
• 401k program
• Ongoing training and development
• Convenient transportation options, including light-rail and pre-tax parking
• On-site ATM Shopping
• Nearby restaurants

CalHR employees are excluded from bargaining and are eligible to receive enhanced benefits, such as CoBen benefit allowance, employer paid life insurance, additional vacation/annual leave, and are not subject to State Disability Insurance payroll withholding.
Contact Information
The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.
Department Website: https://www.calhr.ca.gov
Human Resources Contact:
Amanda Arkow
(916) 249-8448
Amanda.Arkow@calhr.ca.gov
Hiring Unit Contact:
Ngoc Le
(916) 324-9352
Ngoc.le@calhr.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
RA Coordinators
(916) 322-5315
RACoordinators@calhr.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Additional Application Information
Do not include any confidential information on any documents you submit for a job vacancy, such as your State application, resume, or educational transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your social security number, birthdate, student identification number, driver license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of the application submitted online through your CalCareers account will be redacted automatically upon submission.
Using the online application system as specified in this announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel deliver or courier service, or in person, as set forth in this announcement.
Applications must be complete and include a description of the duties performed for each position held; reference to a resume ("See Resume") in place of a description of the duties performed will not be accepted.
Additional positions may be filled from this recruitment.
Examination Information
For more information on the steps to a state job please click here .
To apply for the position as a Personnel Program Manager II or Staff Services Manager III using list eligibility, you must first take the online Staff Services Manager III exam (used as appropriate for Personnel Program Manager II).
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding a...