Operations Process Supervisor: MA5/Hybrid-Internal Only

State of Washington•Multiple Locations Statewide, WA

22h•Hybrid

About The Position

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.

Requirements

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
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
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
Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.

Nice To Haves

The ability to take action to learn and grow
The ability to take action to meet the needs of others

Responsibilities

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.
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, ensuring operational leadership is consulted for fundamental process changes affecting staff prior to approving the publication of the final procedure.
Supervise a unit of Operational Procedure Coordinators and Operational Procedure Designer and Writers.
Plan, assign, and review the work of staff, adjusting assignments and schedules to maintain adequate staffing levels and respond to fluctuating workloads.
Clearly communicate expectations to direct reports.
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.