Description

As the Transformation Manager and member of the division’s leadership team you will collaborate with people across the division, agency, and externally to provide people-centered, equitable, and accessible services to paid family and medical leave and Wa Cares Fund staff, benefit recipients, and employers. Leading the Transformation team, you are responsible for the division’s product and project management functions, overseeing implementation of projects and initiatives contained in the division’s portfolio. This expert team is built of professional staff who manage customer insights and experience, project management, business analysis, and the professional discipline of product management. You will establish standard operating procedures for the work of the team and how to deploy resources within the budget allocated to accomplish the goals of the Transformation team. This full-time WMS management position is flexible which may require part time in office work and part time telework.

NOTE: First reviews of applicants will be on December 15, 2022, and reviews will be ongoing until the position is filled.

Duties

As our Transformation Manager, you will make statewide strategic, tactical, and operational decisions that result in changes to the agency’s effectiveness of service delivery and stakeholder relations. These decisions will often have long range strategic and tactical impacts and outcomes. This vital role requires that you are able to lead with a supportive mindset and an advocate for your product, your staff, and also for the customer experience.

Additionally, you will:

• Develop and implement products that result in consistent application of policy, standards, process, accountability, and drive outcomes for the agency.
• Use exceptional relationship and influence skills to successfully align product development and delivery that spans all impacted work streams.
• Make tactical and strategic decisions on the alignment of resources with focus on business needs as well as the creation or adjustment of performance measures based on the prioritization of agency and division functions and strategic objectives.
• Apply critical thinking to translate amorphous concepts discussed in broad, strategic terms into actions and products that can meet concrete staff and customer needs.
• Develop, recommend, and implement solutions for situations without a defined solution, written policy, process, and/or stakeholder contribution to challenges.

For a full description of duties - please click here to request from recruiter: PDF Request .

Qualifications

Required:
Bachelor’s degree OR four (4) years managing customer experience initiatives, products, or projects, and knowledge, experience and ability in the following areas:

• Using agile methodologies.
• Developing or managing the development of customer journey maps and personas and using them to deliver products.
• Developing, conducting, and applying key learnings from user testing.
• Guiding team members in applying these skill sets to deliver effective, user-focused products.
• Ability to communicate and work with diverse individuals and groups.
• Ability to collaborate with teams across the organization to ensure consistent and effective design, priority setting, and informed decision-making.
• Establish and foster effective working relationships between the product team and the technical, finance, policy, and customer care teams.
• Developing, conveying, or overseeing public communications.
• Familiarity with LEP, ADA, WCAG, and other laws and rules governing accessibility to products.
• Excellent written and oral communication skills.
• Ability to concisely, yet thoroughly, explain complex policy, technical and other matters to diverse audiences using principles of plain talk.
• Ability to use purposeful, reflective judgement to analyze and explain complex information.

Additional Requirement of Employment:

• An employee driving on state business shall have a valid driver’s license.
• An employee driving a privately owned vehicle on state business shall have liability insurance on the privately-owned vehicle
  
• Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
• Per Gov. Inslee’s Directive 22-13.1, (Download PDF reader), employees of the Washington State Employment Security Department (ESD) must be fully vaccinated against COVID-19. A person is considered fully vaccinated two weeks after the final dose of an authorized COVID-19 vaccine series. As a condition of employment, ESD employees are required to provide proof of vaccination before starting work. A medical or religious exemption may be requested for accommodation.

Desired:

• Bachelor’s or higher degree in Marketing, Business Administration, Public Administrator, or Information Technology.
• Professional Scrum or other Agile certification(s).

Competencies:
Accountability: Accepts personal responsibility for work and actions.
Communication Effectiveness: Effectively convey ideas and information.
Creativity: Develops innovative ideas and creative solutions to all types of workplace challenges.
Critical Thinking: Use purposeful and reflective judgement to process, analyze, interpret, explain, evaluate, illustrate, and compare information.
Customer Service: Commit to provide value-added services to external and internal customers.
Conflict Management: Effectively work with others to understand interests and actively strive to achieve agreements or resolve differences in a timely manner.
Continuous Learning: Demonstrate an ongoing commitment to learning and self-improvement.
Decisiveness: Make timely logical decisions.
Financial Management: Responsibly and accurately handle the public’s money when committing fiscal resources and processing financial transactions.
Inclusiveness: Actively contribute to a working environment that embraces diversity and uses diverse perspectives to help achieve organizational goals.
Influence: Produce positive action or results through modeling, discussion, conference, clarity and consensus.
Interpersonal Abilities: The ability to relate to your coworkers, mitigate conflict, and inspire others to participate.
Leveraging Diversity: Effectively foster a diverse workforce.
Organizational and political Awareness: Use knowledge and understanding of the organization and political climate to make decisions and take actions that satisfy diverse interests and contribute effectively to organizational goals.
People Management: Effectively manage staff resources in a consistent and equitable manner.
Strategic Thinking: Find, target and develop opportunities to create value and challenge assumptions.
Vision: Create a compelling future that directs, aligns and inspires actions.

Supplemental Information

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 Collaboration, Diversity, Equity, Inclusion, Innovation, and Integrity, Investing in our people and Service with kindness. 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
The Employment Security Department is an equal opportunity employer. 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.

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 Jeanette Nelson or 564-200-2475 the Talent Acquisition Team, or Washington Relay Service 711. Auxiliary aids and services are available upon request to individuals with disabilities. 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.