UICS Claim Center Enterprise Manager; WMS

The ideal candidate possesses significant expertise in Unemployment Insurance (UI) programs and benefits. In addition, they are a skilled human-centered leader that models operational and strategic excellence.

We are seeking a visionary Claims Center Enterprise Manager to lead, transform, and oversee our comprehensive unemployment insurance (UI) benefit operations. In this pivotal role, they will champion an organizational culture of excellence while driving enterprise-wide strategic plans that ensure the lawful, efficient, and timely delivery of services to claimants. They will directly empower and lead a dedicated team of operations managers across vital benefit areas, including intake, adjudication, and appeals.

By modeling our agency's core values, managing budgetary inputs, and instilling staff accountability, they will directly shape how we meet our high-level strategic goals and mission.

The ideal candidate brings deep knowledge in Unemployment Insurance (UI) programs, telephony systems, and strategic planning to navigate complex technological and customer service challenges. In this role, they will have full authority to implement operational policies across statewide claims centers, directly steering the modernization of a service delivery model that impacts millions of Washingtonians. As a vital advisor to senior leadership, executive teams, and the Commissioner, they will leverage high-level professional judgement, original thinking, and risk‑mitigation strategies to design new initiatives, manage resources, and ensure strict compliance with evolving state and federal legislation.

As a key collaborative leader, they will partner closely with divisional managers, administrators, and local stakeholders to maintain top‑tier service quality that satisfies both customer needs and Department of Labor (DOL) performance standards. This position is highly dynamic and requires an impactful communicator comfortable with extensive public speaking to both internal and external audiences. If you are a strategic thinker ready to travel statewide and nationally to represent our agency at conferences, centers, and events, we invite you to apply and help shape the future of our workforce services.

• Develop and implement short term, mid-term and long term (5+ year) strategies that will optimize efficiencies in the claim centers by establishing and guiding an effective, collaborative planning process to balance the variety of needs within the division and arrive at desired outcomes.
• Identify and coordinate the interdependencies among claim centers, programs, projects, products, and other important strategic initiatives across the UICS.
• Lead Division strategic initiatives that have a direct impact on service delivery to customers, including the Human-Centered Design and Lean process improvement activities, cross-divisional initiatives aimed at customer value, and on-going system Lean problem-solving and standard work activities.
• Oversee service standards for claims intake and adjudication, making short and long-term decisions on staffing models used throughout the enterprise.
• Conduct regular field visits to listen, observe, learn and capture insights, promising practices and opportunities to improve the benefits experience for claims staff and customers.
• Provide input into UICS programs as they relate to the Agency and Division strategic outcomes to ensure the performance goals are achieved.
• Work with cross-divisional leaders to create new partnership opportunities to leverage resources and expertise to better serve customers.

Bachelor’s degree in public administration, business administration, organizational development, law, or other related field

• Five years or more of management experience
• Five years or more of program experience in unemployment insurance requirements and delivery
• Five years or more of experience designing, implementing, and managing programs
• Five years or more of experience work with diverse groups and teams

* A combination of education and experience may compensate for educational requirements.

• Must have strong professional skills in management, facilitation, operations, process improvement, data analysis, communications, strong supervision skills, strategic thinking, relationship building, conflict management, presentation skills, listening skills, project management skills, performance management, budget development and oversight
• Solid understanding of the Unemployment Insurance system
• Meet deadlines and performance standards
• Translate agency mission to day-to-day activities
• Use data and performance information to effectively manage system performance, meet performance outcomes and improve business functions
• Must support Agency culture in equity, diversity and inclusion efforts

Understanding of human-centered design principles

• Lean methods and practice
• Human resources
• Collective…