Hybrid Licensing Supervisor – Professional Licensing

State of Washington; Olympia (WA); Hybrid; USD 70,000 - 110,000; Full time

Job summary

State of Washington’s Department of Licensing seeks a Professional Licensing Supervisor to lead staff across licensing programs, ensuring accurate interpretation of laws, rules, and policies. The role focuses on timely, high-quality service while improving processes and system integrity.

You will supervise, guide, and coach staff, handle complex licensing questions, and collaborate with leadership, associations, and other jurisdictions to deliver equitable citizen services.

Qualifications

• Six years of experience in a licensing or regulatory program.
• One year of experience as a Professional Licensing Representative 1.
• Three years of customer service experience by phone or in person, explaining rules and procedures.
• Two years of experience supervising staff, including directing, coaching, and feedback.
• One year of experience communicating with a diverse customer base while maintaining confidentiality.
• One year of experience accessing, entering, and maintaining information across multiple database systems.
• One year of experience creating, maintaining, and updating records using multiple software applications.
• One year of professional telephone experience with a multi-line system.

Responsibilities

• Supervise licensing staff by setting clear performance expectations and supporting development.
• Ensure staff meet processing standards, timelines, procedures, and quality expectations.
• Collect training feedback and report deficiencies to the LCSS development team.
• Participate in calls, shadowing, metrics reviews, and escalated calls to provide feedback.
• Manage SQR process for system issues, document and test fixes.
• Research and support public disclosure requests, data requests, and workload reports.
• Assist front counter staff with customer questions and requests.

Skills

Customer service

Leadership

Verbal & written communication

Telephone experience

Data entry

Education

Associate's degree

Bachelor's degree

Tools

Databases

Job description

State of Washington’s Department of Licensing seeks a Professional Licensing Supervisor to lead staff across licensing programs, ensuring accurate interpretation of laws, rules, and policies. The role focuses on timely, high-quality service while improving processes and system integrity.

You will supervise, guide, and coach staff, handle complex licensing questions, and collaborate with leadership, associations, and other jurisdictions to deliver equitable citizen services.