Operations Process Coordinator - Internal

Description

The ideal candidate(s) are adaptable, proactive problem solvers—they thrive in a fast-paced environment where change is constant. They are an expert communicators and technical writers who brings clarity to complex policy updates and technology releases. They are highly analytical, collaborative, and skilled at building strong cross-functional partnerships to bridge the gap between policy, technology, and frontline operations. The ideal candidate(s) strong strategic thinking allows them to navigate ambiguity, mitigate operational risks, and champion a culture of continuous improvement with empathy and integrity.

Please note:
These vacancies are only available to current employees of the Washington Employment Security Department

As a Program Implementation Specialist, you will serve as a key change agent within the Programs and Strategy Team, reporting directly to the Implementation Manager. In this role, you will ensure that updates and enhancements to the Paid Family and Medical Leave and WA Cares programs are successfully operationalized. Your work directly supports ESD's mission by translating agile technology releases, legislative updates, and process improvements into seamless, everyday practices.

You will act as a primary champion for division culture, helping staff navigate evolving landscapes while maintaining a steadfast focus on equity and service excellence.

Additionally, you will provide expert-level technical and program analysis to support strategic decision-making across the division. You will work closely with Product, Technology, and Training teams to research, test, and roll out system enhancements that improve the customer experience. By maintaining critical knowledge management resources and troubleshooting frontline operational bottlenecks, you will protect service delivery and ensure staff have the tools and training needed to serve Washingtonians effectively.

This is a hybrid/flexible position which requires only occasional in-office attendance at the duty station located in Olympia, WA.

Additionally, some of your duties include:

• Create, update, and maintain standard operating procedures and complex technical documentation for program staff
• Perform expert-level analysis on multi-dimensional issues to provide leadership with data-driven insights for program and policy decisions
• Partner with Product and Technology Teams to research, test, and validate technical system updates affecting Leave and Care operations
• Triage, troubleshoot, and resolve emergent technology system issues, creating temporary workarounds to prevent frontline work-stoppages
• Design and deliver specialized training videos, operational demos, and supporting resources for system and procedural updates
• Manage, structure, and maintain the Operations SharePoint site to deliver real-time, accurate resources to program staff
• Conduct user research workshops and focus groups with staff to evaluate how process adjustments impact operational efficiency and decision accuracy
• Provide high-level technical and program expertise to support broader portfolio and operations projects across the division

Qualifying candidates will meet one of the following criteria options:

Option 1:

• Seven (7) years of the required experience below.
• Experience includes conducting research and analyzing procedures, processes, policies, laws, rules or regulations.

Option 2:

• Associate’s degree in business administration, public administration, technical writing, law, or a related field.
• Five (5) years of the required experience below.

Option 3:

• Bachelor’s degree in business administration, public administration, technical writing, law, or a related field.
• Three (3) years of the required experience below.

Option 4:

Comparable combination of graduate education and experience.

Required equity competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

The required experience includes:

• Process Improvement Expertise:
  Proficiency in streamlining and enhancing business processes.
• Strategic Thinking:
  Ability to align process changes with organizational goals.
• Advisory
  
  Skills:
  
  Ability to provide…