Employer Resolution Team Manager (Henrico)
About The Position
Join us as the Employer Resolution Team Manager and lead a high‑impact team at the center of solving Virginia employers’ most important and complex Unemployment Insurance challenges. In this role, you’ll guide a dedicated group of resolution specialists, energize daily operations, and personally tackle high‑priority cases that require sharp judgment and cross‑division collaboration. You’ll be the go‑to expert for employers seeking clarity, accuracy, and confident support while helping shape a service culture rooted in responsiveness, problem‑solving, and professionalism. Beyond leading the team, you’ll drive improvements that make a real difference—refining processes, analyzing trends, elevating the employer experience, and strengthening relationships with payroll partners, employer associations, and high‑volume businesses. This role blends leadership, technical expertise, and strategic insight, giving you the opportunity to influence agency workflows, contribute to system modernization, and support mission‑critical operations. If you thrive in fast‑paced environments, enjoy tackling complex issues, and want to make a meaningful impact for employers across Virginia, this is your chance to lead with purpose. Join the Virginia Employment Commission (VEC) and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s Unemployment Insurance (UI) benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.
Requirements
- Strong understanding of employer‑side Unemployment Insurance (UI) processes, including wage and charge issues, tax and contribution concepts, account corrections, compliance requirements, and appeals or adjustment workflows.
- Knowledge of the Virginia Unemployment Insurance System (VUIS) or another state unemployment insurance system, employer account systems, web‑based upload tools, and employer self‑service platforms, along with familiarity in case management workflows, escalation practices, and documentation standards.
- Advanced analytical skill in diagnosing systemic issues, account discrepancies, and multi‑step employer concerns.
- Effective written and verbal communication for explaining technical concepts clearly to employers and internal partners.
- Demonstrated strong customer service, dispute resolution, and/or claims analysis experience.
- Skill in supervisory coaching, conflict resolution, performance management, and organizing work by planning, prioritizing, and balancing responsibilities across multiple channels.
- Experience with leading teams in fast‑paced, high‑volume environments that require sound judgment and consistent, timely decisions, as well as developing staff, improving workflows, and maintaining consistency and quality in operational outcomes.
- Experience with resolving complex employer issues involving multiple divisions or technical systems.
- Experience with interpreting regulations, applying judgment, and appropriately escalating matters based on policy, risk, or procedural needs.
- Experience with building productive relationships with employers, internal divisions, and external business partners.
Nice To Haves
- Prior experience supervising an escalation or employer-issue resolution unit.
- Experience with VUIS, VEC tax/charging systems, or employer account management or equivalent experience from another state.
- Experience working in unemployment insurance, tax compliance, payroll operations, or related regulatory fields.
- Experience managing performance metrics and developing operational SOPs.
Responsibilities
- Lead a high-impact team at the center of solving Virginia employers’ most important and complex Unemployment Insurance challenges.
- Guide a dedicated group of resolution specialists.
- Energize daily operations.
- Personally tackle high-priority cases that require sharp judgment and cross-division collaboration.
- Serve as the go-to expert for employers seeking clarity, accuracy, and confident support.
- Shape a service culture rooted in responsiveness, problem-solving, and professionalism.
- Drive improvements by refining processes, analyzing trends, and elevating the employer experience.
- Strengthen relationships with payroll partners, employer associations, and high-volume businesses.
- Influence agency workflows.
- Contribute to system modernization.
- Support mission-critical operations.
Benefits
- Paid leave
- A minimum of 13 paid state holidays per year
- Medical, dental, vision, and life insurance options
- Retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)
- Federally recognized Public Service Loan Forgiveness (PSLF) employer
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
