Serco Inc.

Operation Policy Project Manager - Herndon, VA

Recruiting Location : Location
Business Systems/Analysis
Position Type
Security Clearance
Yes - May Consider Occasional/Part Time Teleworking for this position

Position Description

Serco is seeking a motivated Operation Policy Project Manager to join our talented and fast-paced team supporting millions of people applying for healthcare coverage via the Federal Facilitated Marketplace (Marketplace). This dynamic Service Delivery position on the CMS Eligibility Support (ES) Contract will help lead the development and transformation of processes and systems that review, adjudicate, and assist consumer applications. As such, the candidate in this role will closely collaborate with Serco Leadership; Service Delivery, IT and Operations teams; and CMS Executives.


The candidate in this position ideally brings unique combination of subject matter expertise in federal health insurance eligibility policy, particularly the Health Insurance Marketplace and Medicaid, as well as technical understanding of eligibility and enrollment processes to coordinate and optimize multiple aspects of verification operations. The candidate in this position will help with planning and operationalizing policy changes across the teams.


Full-time remote work is currently in effect due to the pandemic. When it is safe to return to work, this role will primarily be located in Serco’s Herndon, VA office.


In this role, you will:

  • Serve as health policy subject matter expert integrating knowledge of the eligibility policy to Marketplace verification program process and operations.
    • This includes:
      • Support ES verification leadership and teams (business, operations, and systems teams) on eligibility requirements as policy changes or processes are improved or enhanced. 
      • Incorporate policy changes and operationalize new or revised guidance to increase consumer outcomes.
      • Manage and/or coordinate priority projects that crosscut multiple teams and product lines to analyze business, functional, and technical requirements; draft operational plans and documentation; and develop performance analytics.
  • Advise on health and insurance policy changes that would impact Marketplace eligibility and enrollment operations.
      • Monitor health policy-related guidance, regulations, and legislation.
      • Proactively assess potential that may have on impact on consumer applying for health insurance through the Marketplace and provide in-depth analysis and recommendations.
      • Keep informed on CMS programs and latest health policy analysis, research, evaluations, and reports from government, industry, think tanks, and advocacy organizations to inform ES program operations and improvements.
      • Develop strategic planning and program improvements initiatives that would optimize Marketplace eligibility processing and enhance consumer enrollment outcomes.
  • Perform liaison role delivering executive level communication and consultation to CMS and Serco.
      • Deliver high level, strategic written and oral briefings to ES and Serco Leadership with clear and concise descriptions on policy and/or program changes including options, requirements, and potential impact.
      • Collaboratively with CMS and Serco teams, produce high-level, well-written memos, briefs, analysis, evaluations, reports and presentations.
      • Communicate of key policy changes to Serco teams through memos, newsletters, and briefings.
      • Develop and maintain effective and efficient working relationships with the Client, interfacing with government SMEs and Serco teams.
  • Performs other tasks as required or assigned.


To be successful in this role, you will have:


  • Bachelor's degree in public health, health administration, government or public policy, or other appropriate advanced degree required.
  • Minimum five years’ experience providing Health Insurance Marketplace policy expertise in government or advocacy organization; OR
  • Minimum five years of experience performing complex legislative, regulatory and program analyses and/or research on government health programs (such as Marketplace, Medicaid, CHIP, and Medicare) and/or private health insurance.

Additional desired experience and skills:

  • High-level expertise in Affordable Care Act legislative, regulatory and sub-regulatory guidance.
  • Well-versed on the Federal Facilitated Exchange’s eligibility and enrollment processes and the operations that support verifications.
  • Knowledge of other federal health programs (such as Medicaid, Children’s Health Insurance Program and Medicare) and private health insurance industry.
  • Understanding of ACA and Marketplace policy issues affecting consumer coverage.
  • Extensive experience in research, evaluations, and analysis of health policy and programs
  • Demonstrated capabilities in qualitative and quantitative research and analysis, especially related to CMS programs.
  • Ability to develop, maintain, access and model data from various data sources for operational analysis.
  • Demonstrated good judgment, a well-developed sense of propriety, political acumen, the ability to think constructively, strong interpersonal skills.
  • Ability to deal with complex and changing policy and political environment.
  • Extensive knowledge of the techniques and methods of conducting policy analysis.
  • Strong leadership and organizational skills.
  • Exceptional interpersonal and Client management skills.
  • Strong verbal and written communications skills.
  • Enjoy working in fast-paced and collaborative team environment.

If you are interested in supporting our mission and working with a passionate team - then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


To review Serco benefits please visit:


If you require an accommodation with the application process please email: or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.


Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email


COVID-19 Regulations: Serco complies with all applicable requirements regarding COVID-19 regulations, including COVID-19 vaccinations and testing requirements.


Positions supporting US Federal contracts located within the continental United States (including corporate support positions): Pursuant to Executive Order 14042 (Ensuring Adequate COVID Safety Protocols for Federal Contractors), Serco requires covered employees and new hires, whether working at a customer site, working remotely, or working in a Serco facility, to be fully vaccinated (two weeks from last/only inoculation) by December 8, 2021 and provide valid documentation of their vaccination status (except in limited circumstances where an employee is legally entitled to an accommodation).


Canada, state/provincial or OCONUS based contracts and positions: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).


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