Description

Duties

As the Claim Center Operations Manager, you will be responsible for directing the overall operations of the center. You will lead 165 full-time staff and assist with managing a budget of 11.6M. You will ensure timely benefit payments made annually of $1B to 224,000 claimants supported by 200,000 employers. You will also serve as a role model for ESD’s culture and values and help ESD meet strategic goals and objectives.

Some of what you will do:

You will be responsible for lawful, efficient, and timely delivery of UI benefits customer services to claimants, employers, and third-party administrators.

Your leadership skills will be leveraged as you develop staff through coaching and training, performance development, and accountability.

Apply agency human resource and fiscal policies.

Apply agency policies and procedures that guide daily operation of the UI program.

As a member of the division leadership team, you will help develop and revise UI policies to maximize operational effectiveness while ensuring compliance with state and federal guidelines.

Make recommendations for significant personnel actions including discipline.

Qualifications

What you bring:

5-years’ experience managing and/or supervising staff in a diverse, multi-functional, customer-focused service delivery environment, or a combination of education (up to four years) and experience.

AND

Experience coaching, mentoring, and guiding team members through complex customer service issues.

Ability to navigate complex technical systems that support customer service delivery.

Knowledge of strategic and operational business planning principles and processes and performance outcome measurement.

Experience cultivating and fostering processes necessary to resolve issues in a customer service delivery system.

Experience promoting leadership characteristics/attributes, motivating and inspiring employees, and serving as a role model for quality leadership behaviors.

Demonstrated ability to analyze and interpret data and performance goals and assess data to identify trends and characteristics influencing operational or performance measures.

Supplemental Information

SUPPLEMENTAL INFORMATION:

Additional Requirement of Employment:

• 
  Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
• Must be able to travel as needed.
• Per Gov. Inslee’s Proclamation 21-14 (Download PDF reader) (Download PDF reader), as a condition of employment, existing employees and volunteers of the Washington State Employment Security Department (ESD) must be fully vaccinated. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are selected to serve within ESD as an employee or volunteer, you will be required to provide proof of vaccination before you are able to begin work. You may request an accommodation if you are unable to meet the requirement due to a medical or religious necessity.

Please submit your Cover Letter and Resume with your Online Application through the “Add Attachments” field. A resume will not substitute for the “work experience” section of the application or vice versa. Applications with blank fields, or supplemental questions with comments such as “see attachments” may be considered incomplete.

Our mission and values drive every decision we make and are at the core of who we are. We value Collaboration, Diversity, Equity, Inclusion, Innovation, and Integrity, Investing in our people and Service with kindness. We understand that a work environment that respects your work/life balance is key, that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value and trust our employees are empowered to grow and develop into their best self.

Opportunity for All

The Employment Security Department is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Joe Vansyckle or the Talent Acquisition Team, or Washington Relay Service 711. Auxiliary aids and services are available upon request to individuals with disabilities. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960.