Program Operations & Systems Manager (PPM III) SCOPE Team -TLT/SDA

King County•Multiple locations in King County, WA

8d•Hybrid

About The Position

The Department of Community and Human Services (DCHS) values diverse perspectives and life experiences, encouraging applications from all backgrounds. DCHS aims to create equitable opportunities for all King County residents to be healthy, housed, connected, and thriving. The Adult Services Division (ASD) within DCHS partners with communities to develop and support human services programs focused on housing stability, financial stability, healthy living, and social engagement for various populations, including veterans, older adults, and those facing systemic barriers. The SCOPE Program Operations and Systems Manager, Project/Program Manager III, is a crucial role within the Supportive Community Outreach Programs & Engagement (SCOPE) Team. This position is responsible for developing, maintaining, and enhancing SCOPE’s integrated systems, technology platforms, and operational workflows. The role acts as a subject matter expert for technical, operational, and program matters, leads cross-functional coordination, and facilitates effective communication and implementation with internal and external partners. Key responsibilities include the day-to-day and strategic administration of SCOPE applications, payment processes, data practices, onboarding, training, and ensuring operational readiness. The Program Operations and Systems Manager reports directly to the SCOPE Administrator.

Requirements

At least four years of progressively responsible experience that demonstrates the skills and abilities needed to perform this job. Relevant experience may come from paid employment, education, volunteer service, lived experience, or an equivalent combination of these.
At least two years of experience in administrative or program operations, preferably in a direct-service or community-serving organization.
At least two years of experience in human or social services, such as program development, program administration, service delivery, case management, or resource navigation.
Experience working to reduce disparities in housing stability, financial stability, healthy living, social engagement, or access to services—particularly for veterans, servicemembers and their families; older adults and caregivers; or communities that experience systemic barriers.
Experience applying equity and social justice principles and understanding how race, place, disability, income, policy, and other systemic factors affect access to services and opportunities.
Experience supporting or administering CRM, case-management, call-center, or similar business systems, including workflows, user access, testing, troubleshooting, data entry, or system improvements.
Experience coordinating financial-assistance or payment processes, including approvals, documentation, reconciliation, compliance, and resolving payment barriers or exceptions.
Ability to interpret and analyze policies, procedures, program requirements or business needs and translate them into system requirements, workflows, operating procedures, training materials, and implementation plans.
Experience synthesizing data, reports, metrics, feedback, or other information and identify meaningful themes and actionable learning.
Experience developing and delivering onboarding, training, technical assistance, operating guides, or other tools that help staff follow program processes consistently.
Ability to analyze program and operational data, identify trends or quality concerns, and recommend improvements.
Experience coordinating work across program, fiscal, technology, leadership, vendor, and community-partner teams.
Strong judgment, organization, communication, and problem-solving skills, with the ability to manage competing priorities in a changing environment.
Proficiency with Microsoft 365 and the ability to learn and support new technology systems.
Ability to manage multiple priorities and deadlines independently.
Strong analytical, problem-solving, and written and verbal communication skills.
Ability to build and maintain relationships with diverse stakeholders, including service providers and community partners.
Ability to work collaboratively across teams and share information in ways that support organizational learning and continuous improvement.
Ability to travel throughout King County in a timely manner as needed independently, with accommodation, or using the King County fleet pool.

Nice To Haves

Other relevant experience may include program or public administration, project management, internal operations, technology support, employee development, change management, customer service, or community engagement.

Responsibilities

Serve as a lead operational and technical resource for SCOPE’s CRM/case-management application, virtual call-center platform, and related systems by administering workflows, managing user roles and permissions, troubleshooting issues and dependencies, and providing ongoing operational support.
Translate program and service-delivery needs into system requirements and lead technology implementations, including coordinating with developers, testing changes, designing workflows, preparing staff, and determining launch readiness.
Coordinate system configuration, user access, testing, implementation, troubleshooting, and post-launch improvements.
Lead post-launch system improvements by documenting, assessing, and prioritizing requests; coordinating cross-functional resolution; and advising leadership on operational impacts, urgency, dependencies, risks, workflow gaps, and implementation requirements.
Serve as the primary operational resource for NICE CXone and related call-center technologies, resolving system and workflow issues and leading the implementation of new capabilities – such as SMS/Test Messaging, including requirements development, testing, workflow design, staff training, and launch readiness.
Coordinate flexible financial-assistance and payment operations, including request review, approval routing, payment processing, documentation, reconciliation, exception resolution, and compliance with established controls.
Develop reporting and data-use practices that improve data quality, operational decision-making, program monitoring, and evaluation.
Lead onboarding, training, and technical support for employees, interns, and staff transitioning into new roles; develop and maintain operating procedures, training materials, job aids, and reference tools.
Serve as a liaison among SCOPE staff and leadership, County fiscal and technology teams, and external developers or vendors to resolve operational issues and implement system, payment, and process improvements.
Analyze recurring system, payment, data, and workflow challenges; identify risks or gaps in ownership and recommend practical improvements to procedures, controls, staffing, training, or technology.
Lead or support cross-functional projects, community-facing activities, and emerging operational assignments requiring coordinated planning, problem-solving, and implementation across SCOPE teams.
Advise managers and senior leadership on operational feasibility, system impacts, internal controls, implementation readiness, resource needs, and recommended courses of action.