Professional Licensing Supervisor; PLR

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Equity | Inclusion

This position is being reposted for additional candidates. If you have already applied you do not need to reapply.

At the Department of Licensing (DOL), we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

Our Licensing and Customer Support Services (LCSS) Unit in our Business and Professions Division (BPD) is currently recruiting for 2 Professional Licensing Supervisors to support licensing activities.

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident.

If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws, rules, and agency policies, please read on!

As a Professional Licensing Supervisor, you will provide direct supervision and leadership to staff responsible for the processing of professional license applications across multiple programs. You will ensure staff consistently interpret and apply licensing laws, rules, agency policies, and established procedures while delivering accurate, timely, and high-quality service. In this role, you will monitor workload and team performance, provide guidance on complex licensing questions and application issues, and support staff in making appropriate determinations on applications, exam requests, renewals, and incomplete submissions.

Success in this position requires strong supervisory skills and the ability to lead in a fast-paced, evolving environment while collaborating with leadership, internal teams, professional associations, and other jurisdictions. You will also support system integrity by helping staff identify, report, track, and test solutions to licensing system issues and by contributing to process improvements that enhance efficiency and customer experience.

Your ability to lead staff, promote accountability, foster a high-performing team, and drive continuous improvement will be critical to achieving positive outcomes for both customers and the agency.

• Supervise licensing staff by establishing clear performance expectations, supporting professional development, and ensuring team goals are achieved.
• Hold licensing staff accountable for meeting established licensing processing standards, including applicable timelines, procedures, and quality expectations.
• Collect training feedback and report training deficiencies to the Licensing and Customer Support Services (LCSS) development team.
• Actively participate in calls, call shadowing, call metrics review, and escalated calls to identify improvements and provide constructive feedback to staff.
• Manage SQR process for system related issues, using applications and DOL software to document, report, track, and test fixes.
• Research and support public disclosure requests, data requests, and workload reports related to licensing.
• Support front counter staff with customer questions and requests.

• Six (6) years of experience in a licensing or regulatory program. This experience may come from working in licensing or in a regulated field where you applied, interpreted, or helped others comply with rules and requirements.

OR

• One (1) year of experience as a Professional Licensing Representative 1.

• Experience must include the following:
  • Three (3) years of customer service experience providing assistance by phone or in person, including regularly explaining rules, policies, procedures, or requirements.
  • Two (2) years of experience supervising staff, including providing direction, guidance, coaching, and feedback.
  • One (1) year of experience communicating effectively, both verbally and in writing, with a diverse customer base while maintaining confidentiality.
  • One (1) year of experience accessing, entering, and maintaining information across multiple…