• Oversee a network of ~3,000 agents across multiple outsourcing partners • Validate daily staffing vs. committed projections from each vendor • Monitor daily schedule adherence, shrinkage, or interval compliance • Authorize, deny, or ask vendors for OT or VTO • Drill down on daily / weekly / monthly outliers • Apply threshold actions if consecutive intervals missed • In shared networks, re-route volume as applicable per the thresholds • Lead daily 15 minute huddles with all vendors to review the day before and today’s game plan • Issue formal warnings for missed metrics • Act as a point of contact if vendor claims system issues or tool slowness • Apply occupancy monitoring • Perform random audits of billable hours • Design and execute the placement strategy for 3,000+ team members • Rigorous management of vendor KPIs (CSAT, AHT, Quality, Attrition) • Conduct Weekly/Monthly Business Reviews (WBR/MBR) • Monitor billing to ensure zero financial wastage • Strict enforcement of Master Services Agreements (MSAs) and SOWs • Coordinate with Workforce Management (WFM) to ensure correct staffing for seasonal peaks • Ensure operational processes are consistent across all vendors • Monitor vendor health and operational stability.

• Drive collaboration, alignment and execution across the horizontal functions in the Gas Power business to ensure NPI launch readiness with strong focus on Quality & Delivery to support business financial plans • Own manufacturing readiness for all NPI programs • Assess resource and P&E investment needed to launch manufacturing and building that into program plan • Manage an integrated manufacturing schedule (including long lead parts) all the way to 1st field installation • Evaluate logistics impact in terms of shipping costs, weights, dimensions, etc • Manage and report out on execution risks tied to manufacturing and sourcing • Manage obsolescence strategy for parts and suppliers • Work with global supply chain to explore dual source strategy where needed • Manage manufacturing cut-in strategy to ensure minimal disruption to global supply chain while meeting market and ITO needs • Provide guidance to global supply chain for developing multi-year build plan • Manage test validation readiness (instrumentation, equipment, personnel, etc) • Own services readiness for all NPI programs & fleet issues • Establish and execute investment plans for new field tooling needs • Manage development of RSPLs (recommended spare parts lists) and appropriate spares parts provisioning in place for field introduction • Develop investment plans for new repairs & updates to existing repair manuals • Work with AAJV to build & seek approval for P&E investment strategy to upgrade Level 2 & 3 service facilities • Manage updates to field procedures & Field Service trainings • Ensure proper engagement with Field Services with focus on I&C readiness • Work with MYA team to build new MYA commercial models including development of new cost catalogs, ATAs (repair costs, scrap rate expectations, maintenance intervals, etc) • Own NPI risks tied to project execution during 1st installation & expected financial outcomes • Ensure lessons learned from 1st manufacturing build & field installation are incorporated back into the standard product & service model

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. Functional Title: Program Specialist VI Job Title: Program Specialist VI Agency: Health & Human Services Comm Department: Provider Finance Non-Med Rates Posting Number: 14703 Closing Date: 04/01/2026 Posting Audience: Internal and External Occupational Category: Business and Financial Operations Salary Range: $5,098.66 - $8,304.83 Pay Frequency: Monthly Salary Group: TEXAS-B-23 Shift: Day Additional Shift: Telework: Eligible for Telework Travel: Regular/Temporary: Temporary Full Time/Part Time: Full time FLSA Exempt/Non-Exempt: Exempt Facility Location: Job Location City: AUSTIN Job Location Address: 4601 W GUADALUPE ST Other Locations: MOS Codes: 16GX,60C0,611X,612X,63G0,641X,712X,86M0,8U000,OS,OSS,PERS,YN,YNS Brief Job Description: The Program Specialist VI position serves as a subject-matter expert and provides technical assistance under the direct supervision of the Manager of the Center for Information and Training (CIT) within the Long-Term Services and Supports (LTSS) section of the Provider Finance Department (PFD). The successful candidate provides highly advanced consultative services and customer-focused technical assistance to contracted providers, cost report preparers, internal staff, and external stakeholders by responding to inquiries regarding cost reports, payment rates, LTSS trainings, and other rate analysis items. The Program Specialist VI plans, prioritizes, and performs a variety of activities, including preparing cost report data collection materials, detailed guides, external communication materials, and cost report training materials. The position composes, reviews, and edits technical documents, materials, and reports. The Program Specialist VI assists management in developing and implementing effective evaluation techniques for program services and in providing guidance to staff on the development and integration of new methods and procedures. Responsible for documentation of program policies and prepares materials in response to program information requests and reports. Assists with oversight of compliance with program policies and procedures, statutes, and rules. The candidate will work under minimal supervision, with considerable latitude for the use of initiative and independent judgment. ESSENTIAL JOB FUNCTIONS (EJF): Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. EJF 1. LTSS PROVIDER COMMUNICATION AND OUTREACH- Provides customer-focused support by troubleshooting system issues, analyzing related data trends, and delivering technical guidance to resolve service-impacting concerns. Consults with and responds to internal and external providers, cost report preparers, and financial examiners by processing support tickets, emails, and phone inquiries regarding cost reports, enrollment, PFD vendor holds, and other PFD items. Educates internal and external audiences and maintains subject matter expertise (SME) related to LTSS reimbursement rates, LTSS cost reports, Federal Compliance Reports, and LTSS cost reporting software. (25%) EJF 2. Support Ticket Management - Organizes and assists in managing support tickets for the LTSS program by reviewing STEPS and HEART submissions, categorizing issues, and ensuring timely routing to the appropriate team members. Tracks STEPS and HEART ticket status, follows up on pending items, and maintains accurate documentation throughout the lifecycle of each request. Identifies recurring issues or patterns within tickets and communicates findings to leadership to support process improvements and system updates. (20%) EJF 2. CONTRIBUTES TO LTSS COST REPORTING & FEDERAL COMPLIANCE REPORTING- Plans, prioritizes, and performs activities, including the preparation of report data collection materials, detailed guides, report worksheets, report training materials, and schedules. (20%) EJF 3. Technical Writing and Webpage Content Management- Drafts clear, professional internal and external mass communications, including customer notifications, email templates, call center messaging, gov delivery notices, and informational letters. Updates and maintains webpage content to ensure accurate, timely, and user-friendly information is available for customers and staff. Coordinates with subject matter experts to verify content accuracy and ensure website information aligns with current policies, procedures, and system functionality. Ensures webpage updates meet organizational standards for clarity, accessibility, branding, and compliance requirements (20%) EJF 4. Assists management with developing and implementing effective techniques for evaluating LTSS services, to include the collection and evaluation of provider feedback on training and enrollment, and cost report materials. (10%) EJF 5. Assists management and/or other section teams with various activities on projects, as needed. (5%) Total: 100% LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED: None Required. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: Demonstrated skill in external communications, training, and/or the development of written and verbal communications. Skill in interpersonal relationships, establishing and maintaining effective working relationships. Ability to manage projects effectively, including setting priorities and planning, organizing, and coordinating the work of others. Ability to develop, evaluate, implement, and interpret policies, procedures, and rules. Ability to identify problems, evaluate alternatives, and implement creative solutions. Ability to exercise independent judgment, set priorities, meet deadlines, and adapt to shifting technical and political developments Knowledge of health and human service programs, services, and procedures. Ability to use personal computers and to use word processing, spreadsheet, statistical and other software to analyze large, complex databases and develop payment rates. Ability to communicate effectively both orally and in writing with a variety of agency staff, medical/provider associations, legislative staff, lawyers, state/federal auditors, and interested parties on Medicaid reimbursement issues. Ability to prepare and present training INITIAL SCREENING CRITERIA: Bachelor's Degree Required. Experience in Provider Finance or an applicable organization may be substituted for education on a one-to-one basis. Demonstrated experience in external stakeholder communications, required. Demonstrated experience in virtual or in-person training, required. Experience with the techniques and methods of planning, organizing, and writing various types of materials; research methodology; and departmental policies, procedures, and regulations, preferred. Experience with LTSS programs and services, preferred. Experience with LTSS rate setting and/or cost reporting, preferred. Experience managing complex projects, preferred. Demonstrated ability to learn finance, accounting, and budgetary principles, preferred. Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC. Active Duty, Military, Reservists, Guardsmen, and Veterans: Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions. ADA Accommodations: In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview. Pre-Employment Checks and Work Eligibility: Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks. HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form Telework Disclaimer: This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.

Overview At Wipfli, people count. At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity. Job Summary: The Client Experience Manager is responsible for leading complex, multi‑workstream client engagements with a strong emphasis on delivery excellence, resource optimization, and engagement economics. This role partners closely with firm leadership and operations teams to ensure programs are delivered on time, within budget, and with appropriate governance, while navigating ambiguity, evolving scope, and imperfect data. The Client Experience Manager serves as a senior delivery leader—translating delivery risk into financial, operational, and audit impacts—and regularly presents to executive‑level stakeholders, including CFO, CIO, COO, and Audit Committee audiences. Work LocationThis role is open to remote candidates. Due to the geographic distribution of our team and client base, we are primarily focused on candidates located within the Central or Eastern time zones. Candidates should be comfortable working primarily within these time zones to support collaboration with team members and clients. Occasional travel is required (approximately 20%), primarily within the Midwest and East Coast regions. Responsibilities Essential Responsibilities: Program & Engagement Leadership - Lead large, complex programs and portfolios with multiple workstreams, managing scope, schedule, budget, risk, and interdependencies. - Own budget‑to‑actual performance, including forecasting, reconciliation, burn analysis, ETC, utilization, and margin impact. - Translate delivery risk into financial, operational, and audit‑relevant language for executive and governance forums. - Define, implement, and enforce stage gates, delivery standards, and governance models across engagements. - Confidently challenge clients, partners, and internal stakeholders when risks, scope, or economics require course correction. Resource Management & Portfolio Planning (Critical) - Provide deep resource management expertise to support and optimize allocation across the Operations and delivery teams. - Lead detailed resource planning, capacity planning, and portfolio prioritization across competing initiatives. - Analyze and optimize resource utilization to improve delivery outcomes and firm economics. Team Leadership & Delivery Enablement - Directly manage and develop teams of 10+ professionals (excluding implementation-only teams), providing coaching, performance feedback, and delivery oversight. - Use delivery data and operational metrics (burn, ETC, utilization, risk heatmaps) to drive informed decision‑making. - Build executive‑ready dashboards and narratives from incomplete or evolving data. Tools, Data, and Process Optimization - Lead or support the implementation and optimization of PSA / PPM tools (e.g., Smartsheet, Mavenlink, OpenAir, Adaptive, Planview). - Develop and enhance delivery methodologies, templates, and best practices to improve consistency and scalability. - Ensure alignment between SDLC, change management, access controls, and governance frameworks. Executive & Governance Engagement - Regularly present program status, risks, and recommendations to senior leadership and executive stakeholders. - Facilitate and lead executive steering committees and governance forums. - Partner directly with external auditors and internal audit teams, as applicable. Travel Requirements - This role includes limited travel, estimated at approximately 20%, primarily within the Midwest and East Coast. Travel may include local, regional, and occasional overnight or air travel, depending on client needs. Knowledge, Skills and Abilities Required Qualifications: - PgMP or PMP certification required. - Bachelor’s degree in Business, Technology, or a related field (business school degree preferred). - 7+ years of experience in professional services or consulting environments with increasing responsibility for complex delivery. - Proven experience leading large, multi‑workstream programs or auditing program and project management for large clients. - Demonstrated ownership of engagement economics, including budgeting, forecasting, and financial performance. - Deep experience operating in environments with ambiguity, incomplete requirements, and shifting scope. - Strong understanding of SDLC frameworks and ability to train and enable teams. - High initiative with the ability to work independently and collaboratively. Preferred Qualifications - Prior experience at a Big 4 or Tier‑Two consulting firm, with progression to Manager or Senior Manager. - Experience implementing or remediating SOX controls during ERP or large‑scale technology implementations. - Working knowledge of IT General Controls (ITGCs) and segregation of duties (order‑to‑cash, procure‑to‑pay, record‑to‑report). - Experience aligning SDLC, change management, and access controls. - Working knowledge of ERP platforms and delivery within ERP or large technology programs. - Exposure to M&A integration stages, with ERP or technology implementation experience as a primary focus. - Familiarity with COBIT, ITIL, and GAAP concepts. - CPA preferred but not required. Skills & Abilities: - Exceptional executive communication and presentation skills. - Strong analytical mindset with the ability to synthesize data into clear, actionable insights. - Comfortable operating at the intersection of delivery, finance, audit, and operations. - Ability to influence without authority and navigate complex stakeholder environments. - Collaborative leadership style with the confidence to challenge assumptions and decisions. Tiffany Farnsworth, from our recruiting team, will be guiding you through this process. Visit her LinkedIn page to connect! #LI-TF1 #LI-remote Additional Details Additional Details: Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, veteran status, disability, or any other characteristics protected by federal, state, or local laws. Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at hr@wipfli.com Wipfli values fair, transparent, and competitive compensation, considering each candidate's unique skills and experiences. The estimated base pay range for this role is $117,000 - $158,000, with offers typically not made at the maximum, allowing for future salary increases. The actual salary at the time of offer depends on business related factors like location, skills, experience, training/education, licensure, certifications, business needs, current associate pay, and relevant employment laws. Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance. Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. "Wipfli" is the brand name under which Wipfli LLP and Wipfli Advisory LLC and its respective subsidiary entities provide professional services. Wipfli LLP and Wipfli Advisory LLC (and its respective subsidiary entities) practice in an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable law, regulations, and professional standards. Wipfli LLP is a licensed independent CPA firm that provides attest services to its clients, and Wipfli Advisory LLC provides tax and business consulting services to its clients. Wipfli Advisory LLC and its subsidiary entities are not licensed CPA firms.