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Company name : State of Washington Employment Security Department
Location : Olympia, WA
Position : Customer Service Manager (WMS2/LCD)
Description :
Description
Customer Service Manager
Your opportunity to be a key part of how we live our vision and BUILD the nation’s best and most future ready workforce – starts right at ESD!
The Employment Security Department (ESD) is seeking a caring, organized, mission motivated leader to fill the position of Customer Service Manager. This position is relied upon to lead and champion the overall operations and customer service delivery of the Customer Care Team.
The Customer Service Manager is responsible for the lawful, efficient, and timely delivery of Paid Leave and WaCares Fund customer services to employees (claimants), employers, and third-party administrators; ensures compliance with laws, rules, and policies; develops staff through coaching and training; manager is responsible for staff performance and ensures staff accountability. The manager leads a team of Service Delivery Managers team fostering collaboration, coordination, and accountability to each other. The manager serves as a role model for ESD’s culture and values and helps ESD meet strategic goals and objectives.
Context:
The Leave and Care Operations Team is a best-in-class customer support organization. In support of the
Employment Security Department’s Vision and Mission, the Leave and Care Operations Team provides people centered, accessible services to benefit workers and employers, so
Washingtonians can take time to care for themselves and the people they love.
The Paid Family and Medical Leave program impacts nearly 200,000 Washington businesses and it’s estimated that up to 2/3 of Washingtonians will have an event that results in them being eligible for Paid Family and Medical Leave services.
This position has oversight over five managers and a total of total of 175 FTEs/humans and co-influences a 30-million-dollar operating budget. Oversees 1B in paid family medical payments this year.
Washington state is the first in the nation to develop a way to make long-term care affordable for all workers in the state as we age. This position will be instrumental as the Leave and Care Divisions designs and implements ESD’s components of the program.
The Ideal candidate:
In addition to providing tactical and strategic direction, the ideal candidate will demonstrate and promote leadership characteristics/attributes, motivate, and inspire employees, and serve as a role model for inclusive, respectful leadership. They will have experience setting clear and reasonable expectations, make timely decisions and take calculated risks based on available information. The ideal candidate is comfortable in a fast-paced environment with high rates of change.
Duties
Divisional Assessment and Leadership Coaching: Coach and mentor multiple managers and lead operational process improvement initiatives.
Team Management: Manage the performance of multiple managers and their direct teams.
Leadership Strategic Framework: Drive the overall vision, strategies and goals of the Customer Care Team ensuring alignment with agency goals, and fostering a respectful, inclusive and customer focused working environment.
Communications: Provide clear and consistent ongoing Leadership Communications to the entire Customer Care Team; active and visible sponsorship of all change initiatives across the Customer Care Team.
Please click here to request a complete detailed description of the position and its duties.
Qualifications
Nine years of experience managing and/or supervising staff in a diverse, multifunctional, customer-focused service delivery environment.
OR
A Bachelor’s Degree and five years’ experience managing and/or supervising staff in a diverse, multifunctional, customer-focused service delivery environment.
A minimum of two (2) of those years must include managing and/or supervising staff in a large customer-based organization.
NOTE: Per Governor Inslee’s Proclamation 21-14 (Download PDF reader) state employees must be fully vaccinated no later than October 18, 2021. Your vaccine status will be verified at New Employee Orientation. Please note medical or religious accommodation may be available, once an offer of employment is made.
Supplemental Information
Please attach a resume and letter of interest to your on-line application (through the Add Attachment(s) field).
Other Information
Final external candidates must be able to pass the Unemployment Insurance (UI) Fraud Check.
The Employment Security Department is an equal opportunity employer/program. 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.
Opportunity for All
The Washington Employment Security Department is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Please include your name and pronouns in your application, to ensure we address you appropriately throughout the application process.
Point of Contact
If you are a person with a disability and would like to request an accommodation 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 Sanyu Tushabe at 360.480.4514 or the Talent Acquisition Team. You may also contact Washington Relay Service 711.
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