TRC Process Manager

TRC Process Manager

Salary: $89,640

• Generous state‑paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre‑existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full‑time employees the first year.
• 11 paid holidays a year.
• Paid maternity leave for eligible employees.
• Employee discounts with a variety of companies and vendors.
• A longevity bonus for years of service.

The Process Manager at the Oklahoma Tax Commission plays a critical role in enhancing operational efficiency and taxpayer satisfaction through continuous process improvement initiatives. The role collaborates closely with the Taxpayer Resource Center Director, Service Managers, and cross‑functional agency teams to identify, design, and implement strategies that streamline workflows, improve service delivery, and foster a customer‑first mindset. This individual contributor role emphasizes analytical problem‑solving, strategic planning, and the ability to influence organizational change without direct supervisory responsibilities.

• Analyze existing workflows, procedures, and systems to identify inefficiencies and opportunities for improvement; develop and implement process improvement strategies that enhance taxpayer experiences and operational outcomes.
• Coordinate and assign process‑related tasks and deliverables to key stakeholders, including subject‑matter experts, supervisors, and project team members, ensuring accountability and timely completion.
• Review and evaluate process documentation, workflows, scenarios, and related deliverables to ensure accuracy, consistency, and alignment with business objectives; provide constructive feedback and recommendations for improvement.
• Develop, facilitate, and deliver training programs and supporting materials to prepare employees for the implementation and adoption of new or revised processes.
• Collaborate with cross‑functional teams to support process design, validation, rollout, and continuous improvement initiatives.
• Work closely with the Director and executive team to align improvement initiatives with organizational goals and service standards.
• Collect and analyze data to assess process performance, identify trends, and measure the impact of improvement efforts; develop dashboards, reports, and visualizations to communicate findings and recommendations to leadership and stakeholders.
• Advocate for a customer‑centric approach by ensuring all process improvements prioritize taxpayer needs and satisfaction.
• Develop, maintain, and present comprehensive project plans for process improvements, including timelines, resource requirements, and risk assessments.
• Support change management efforts by preparing documentation, training materials, and communication plans to ensure smooth transitions for new processes.
• Perform other duties as assigned.

• Process improvement methodologies such as Lean, Six Sigma, or similar frameworks.
• Data analysis tools (e.g., Excel, SQL, Tableau) and process mapping software (e.g., Visio, Lucidchart).
• A customer‑focused mindset with a passion for improving taxpayer experiences.

• Strong analytical and problem‑solving skills, with the ability to interpret complex data and translate findings into actionable strategies.
• Excellent project management skills, including the ability to manage multiple initiatives simultaneously.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Ability to navigate, interpret, and liaise between business and development teams.

• Manage deliverables and hold development teams accountable to deliverables as needed.
• Have a high level of initiative and self‑motivation, with the ability to work independently and drive projects to completion.
• Adapt and remain resilient in navigating organizational challenges and changing priorities.
• Be detail‑oriented and…