Program Specialist 3 - Teaching, Learning, And School Improvement

State of Washington • Thurston County – Olympia, WA

1d • Hybrid

About The Position

The Washington State Office of Superintendent of Public Instruction (OSPI) is hiring a full-time Program Specialist 3 in Olympia, Washington. The position is open to current OSPI employees only. It is based in the Professional Certification Office and requires regular onsite work at least three days per week. During initial training, the employee must work in the office five days per week. After training, a hybrid schedule with partial telework may be available; full-time telework is not permitted. Washington residency and the ability to work from OSPI’s Olympia office are required. Occasional local or statewide travel may be required, sometimes including overnight stays.

The posting’s position overview describes a Program Specialist Supervisor who leads and supervises the Program Specialist team and manages its day-to-day operations. Reporting to the Director of Professional Certification, the supervisor exercises independent judgment and delegated authority over service delivery, staffing and workload, customer service, workflows, process improvement, performance, and assigned fiscal and administrative activities. The role collaborates with the Director on operational planning and office priorities, manages routine operations within delegated authority, and escalates significant risks and matters requiring broader policy or strategic decisions. The supervisor ensures staff have the guidance, training, tools, and procedures needed to provide consistent, responsive, and equitable certification services.

OSPI oversees public K–12 education in Washington and supports public school districts and state-tribal education compact schools through funding, tools, resources, and technical assistance. The agency’s mission is to transform K–12 education through equity-based policies and supports that empower educators, families, and communities. Its stated values include ensuring equity, collaboration and service, continuous improvement, and a focus on the whole child.

Requirements

• Bachelor’s degree in public administration, business administration, education, human resources, social sciences, or a related field, and at least two years of professional-level experience in a related program or service environment; equivalent education and/or professional experience may substitute for the degree requirement.
• Professional-level experience must include one or more of the following: explaining, interpreting, and applying policies, rules, regulations, laws, or program requirements for customers or stakeholders; evaluating policies, procedures, processes, or program operations and developing recommendations; or providing technical assistance, consultation, guidance, or subject-matter expertise to stakeholders.
• At least one year of experience in a lead or comparable leadership role involving duties such as coordinating or assigning work, supporting or training colleagues, facilitating team activities, leading projects or initiatives, establishing work priorities, or guiding others.
• Experience working collaboratively as part of a team, coordinating work across roles, sharing information and expertise, contributing to shared goals, problem-solving, and supporting effective working relationships.
• Must reside in Washington State.
• Must be able to work from OSPI’s Olympia, Washington office.
• Occasional local and statewide travel may be required, sometimes including overnight stays.

Nice To Haves

• Ability to interpret, explain, and consistently apply applicable WAC, RCW, certification policies, requirements, and procedures; provide clear technical guidance; and identify matters requiring further interpretation or leadership review.
• Knowledge of supervision, employee development, performance management, workforce planning, customer service, conflict resolution, program management, and continuous improvement.
• Ability to supervise, coach, develop, and hold employees accountable while fostering a collaborative, supportive, customer-focused work environment.
• Ability to establish priorities, allocate resources, manage competing demands, and plan for high-volume periods, staffing changes, and emerging operational needs.
• Ability to exercise sound independent judgment and make timely decisions within delegated authority, including recognizing when consultation with or escalation to the Director is appropriate.
• Ability to analyze operational data and customer feedback, identify trends, risks, and service gaps, and use findings to inform decisions, recommendations, and improvements.
• Ability to develop, implement, and evaluate procedures, workflows, service models, training resources, and operational improvements.
• Ability to facilitate collaboration and problem-solving within and across teams and benches, navigate differing perspectives, clarify roles and handoffs, and support shared goals.
• Ability to communicate effectively with staff, leadership, customers, and stakeholders and prepare clear reports, recommendations, presentations, guidance, and other written communications.

Responsibilities

• Directly supervise, coach, mentor, and support Program Specialist 2 staff; set expectations, provide feedback and accountability, hold regular meetings, and conduct annual performance evaluations.
• Develop and maintain onboarding, training, cross-training, and professional development; ensure staff stay current on applicable laws, WAC, certification policies, procedures, and requirements.
• Assign, prioritize, schedule, and monitor staff work; approve leave; and recommend corrective or disciplinary action in accordance with agency requirements and applicable collective bargaining agreements.
• Assess staffing, coverage, workload, training, and resource needs; adjust within delegated authority and recommend additional resources or broader decisions to the Director when needed.
• Oversee daily operations, including workload distribution, shared inboxes, phone queues, customer inquiries, staffing coverage, and service performance.
• Make day-to-day operational decisions within established requirements and delegated authority; adjust priorities, staffing, schedules, assignments, and resources to maintain service levels.
• Monitor service volumes, response times, correspondence, workload, metrics, and customer feedback; identify trends and service gaps and ensure timely, accurate, equitable, and consistent responses.
• Support email and phone queues during peak periods or staffing shortages; coordinate response plans with the Director when service volumes exceed capacity or established service levels.
• Serve as an escalation point for complex customer concerns and technical questions; provide guidance on certification requirements, policies, procedures, and service expectations, and elevate matters outside delegated authority.
• Plan for peak seasons, vacancies, absences, legislative or policy changes, and workload surges; develop coverage, backlog prevention, and continuity strategies.
• Coordinate with other Professional Certification teams and staff responsible for websites, newsletters, and customer communications to support consistent processes and accurate, timely information.
• Perform Program Specialist duties as needed to maintain continuity and service levels.
• Evaluate, develop, implement, and maintain operational policies, procedures, workflows, service models, standard operating procedures, training resources, desk manuals, and knowledge-management tools.
• Lead continuous improvement efforts; analyze workflows, operational data, outcomes, and staff feedback; streamline processes and evaluate whether changes achieve intended results.
• Facilitate team huddles and workgroups, and support cross-team collaboration among Program Specialists, Evaluators, and other staff to improve coordination, handoffs, information sharing, and problem-solving.
• Monitor changes to laws, WAC, policies, certification requirements, and agency guidance; assess operational impacts and coordinate consistent interpretation, communication, training, and implementation.
• Establish and monitor performance measures, service standards, workload indicators, operational goals, reports, dashboards, and tracking tools for productivity, response time, customer service, and backlogs.
• Gather and analyze customer and staff feedback and operational data to identify trends, inequities, risks, service gaps, workload concerns, root causes, and improvement opportunities.
• Review performance with staff; use findings to inform workload distribution, staffing, training, communications, and operational decisions; keep the Director informed and provide reports and recommendations as requested.
• Build relationships with school districts, Educational Service Districts, educator preparation programs, professional organizations, agency partners, and other stakeholders.
• Participate in stakeholder meetings, trainings, conferences, workshops, and outreach; serve as a liaison and provide technical assistance and consultation within the position’s authority.
• Contribute to guidance documents, newsletters, webinars, presentations, website updates, and other communication and training materials; elevate significant stakeholder matters to the Director.
• Approve and coordinate refunds within delegated authority; monitor related fiscal and administrative activities, identify issues, and provide operational information to the Director to support budget and resource decisions.
• Support human resources activities, including recruitment, personnel action requests, hiring requests, evaluations, and expectations.
• Perform other duties as assigned.

Benefits

• Health insurance
• Dental insurance
• Life insurance
• Retirement plan
• Optional deferred compensation program
• Flexible or alternative work schedules and mobile and telework options, depending on job duties and work location
• Infant at Work Program for eligible employees who are new parents or legal guardians

What This Job Offers

• Job Type: Full-time
• Career Level: Manager