Operations Process Supervisor: MA5/Hybrid-Internal Only

This position is open to internal Employment Security Department Employees Only. This position is fully virtual but does require occasional trips into the office for administrative tasks. The ideal candidate for the Operations Process Supervisor (Management Analyst 5) role is a strategic thinker who thrives in a people-centered, service-driven environment. They understand the critical role Leave & Care plays in supporting Washington workers and employers, and they are motivated by the opportunity to strengthen programs that touch millions of lives through Paid Family & Medical Leave and the WA Cares Fund. They bring a strong analytical mindset, a commitment to accessible public service, and the ability to translate complex business needs into clear, effective operational processes. This candidate excels at navigating cross-functional environments and is comfortable collaborating with high-level leaders across Operations, Policy, Finance, Fraud, Audit, Product, SysOps, and Technology. They have a proven ability to assess business issues, recommend improvements, and implement long-term strategies that influence both operational workflows and enterprise-wide systems. Their work demonstrates a balance of big-picture thinking and meticulous attention to detail, ensuring that processes not only align with policy decisions but also support the efficiency and accuracy of multiple divisions. As a supervisor, the ideal candidate is an empowering leader who brings out the best in a team of management analysts consisting of process coordinators, and process designers. They are skilled at guiding teams through the creation and refinement of Standard Operating Procedures, technology-driven process updates, testing cycles, and implementation planning. They value clear communication and continuous learning, and they champion tools, workshops, and resources that help Operations staff perform their work with confidence and consistency. Above all, they are dedicated to building a culture of operational excellence that supports Leave & Care's mission of helping Washingtonians care for themselves and the people they love. Serve as the division's subject matter expert and operational change leader by analyzing processes, guiding cross-functional improvements, coordinating policy-technology-operations alignment, managing system and procedural impacts, and driving effective communication and implementation of changes across Leave and Care programs.

This includes:

Serve as a subject matter expert in both Paid Family & Medical Leave and WACares laws, rules, policies, and business processes to successfully document technological solutions and ongoing operations Provide expert-level analyses to management, staff, and internal and external customers on highly complex, multidimensional issues Analyze current-state processes, structures, and workflows to identify improvement opportunities. Guide and supervise the development and testing of processes and procedure improvements, ensuringoperationalleadershipisconsultedforfundamentalprocesschangesaffectingstaffpriorto approving the publication of the final procedure Supervise a unit of Operational Procedure Coordinators and Operational Procedure Designer and Writers.

This includes:

Plan, assign, and review the work of staff, adjusting assignments and schedules to maintain adequate staffing levels and respond to fluctuating workloads. Essential Review position descriptions to ensure they are accurate and current. Essential Clearly communicate expectations to direct reports. Essential Act as a back up to the division's Implementation Manager by making decisions for division and organizational projects. Will also attend meetings for the Implementation Manager as needed. To request a detailed position description, click here 9 years of the required experience below, including at least one year of supervisory experience OR Associate's degree in business administration, public administration, technical writing, English, law, or a related field, AND 7 years of the required experience below, including at least one year of supervisory experience OR Bachelor's degree in business administration, public administration, technical writing, English, law, or a related field, AND Five 5 years of the required experience below, including at least one year of supervisory experience OR Comparable combination of graduate education and experience equal to 9 years, including at least one year of supervisory experience Required equity competencies: The ability to take action to learn and grow The ability to take action to meet the needs of others Required experience includes:

Supervising:

Ability to direct, develop, and evaluate staff to ensure high-quality performance and effective team operations

Process Improvement Expertise:

Proficiency in identifying and applying effective operational enhancements;

Change Management Skills:

Ability to implement sustainable improvements

Change Management Skills:

Ability to implement sustainable improvements

Analytical Expertise:

Ability to assess and synthesize data for highly complex reports

Operational Planning Skills:

Proficiency in executing strategic business plans

Organizational Expertise:

Ability to effectively manage plan implementation

Communication Skills:

Proficiency in presenting recommendations effectively to leadership

Adaptability:

Ability to address a wide range of organizational needs

Initiative:

Proficiency in managing diverse responsibilities effectively

Special Requirements/Conditions of Employment:

Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check. Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. Additionally, we ask that you not include photographs or external links within your documents. Any documents uploaded through this platform will be securely transmitted electronically to support application review. 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 question responses with comments such as "see attachments" may be considered incomplete. Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. 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 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. The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. 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 Caleb Baldwin or at 253-306-2999 or the Talent Acquisition Team , prior to the position closing. 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, Washington Relay 711. This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement. •This Organization Participates in E-Verify•