Operations Process Coordinator (MA3) - Internal Only
State of Washington
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Job summary
Washington Employment Security Department seeks a Program Implementation Specialist to operationalize updates to PFML and WA Cares. You will translate policy and agile technology releases into everyday practices, collaborating across Product, Technology, and Training teams to ensure equity and service excellence.
You will build knowledge resources, troubleshoot bottlenecks, and guide staff through evolving workflows with strategic, data‑driven insights.
Qualifications
- Proficient in improving business processes and driving organizational efficiency.
- Ability to align process changes with organizational goals and policy updates.
- Provide professional and technical guidance across divisions.
- Evaluate complex, multi‑dimensional issues and deliver data driven insights.
- Interpret regulatory changes and advise on impacts to programs and technology.
- Recommend actionable responses to proposed changes and lead strategic planning.
Responsibilities
- Translate agile technology releases and legislative updates into operations.
- Create and maintain SOPs and technical documentation for staff.
- Research, test, and validate system updates affecting Leave and Care operations.
- Triage and resolve emergent technology system issues to prevent work stoppages.
- Design training videos and resources for system and procedural updates.
- Manage Operations SharePoint for real‑time, accurate staff resources.
- Conduct user research to assess process changes on efficiency and accuracy.
- Provide high‑level technical and program expertise to support projects.
Skills
Education
Job description
The ideal candidate(s) are adaptable, proactive problem solvers—they thrive in a fast‑paced environment where change is constant. They are expert communicators and technical writers who bring 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.
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.
- 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
- Seven (7) years of the required experience below.
- Experience includes conducting research and analyzing procedures, processes, policies, laws, rules or regulations.
- Associate’s degree in business administration, public administration, technical writing, law, or a related field.
- Five (5) years of the required experience below.
- Bachelor’s degree in business administration, public administration, technical writing, law, or a related field.
- Three (3) years of the required experience below.
Comparable combination of graduate education and experience.
- The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
- 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 professional and technical guidance.
- Analytical Expertise: Proficiency in evaluating complex, multi‑dimensional issues.
- Policy Analysis Skills: Proficiency in evaluating potential impacts of regulatory changes;
- Strategic Planning: Ability to recommend actionable responses to proposed changes.
- Versatility: Ability to handle diverse responsibilities effectively.
- Initiative: Proficiency in addressing organizational needs as they arise.
- Bachelor’s degree in business administration, public administration, technical writing, law, or a related field.
- Combined total of three or more years of experience as a Leave and Care Benefit Specialist, Technician, Lead, or Supervisor.
- Knowledge of Paid Leave and WA Cares laws, policies, procedures, and technology systems.
- Ability to interpret policies, procedures, legislation, and technical design documentation for software development.
- Ability to effectively communicate both orally and in writing with peers, program leadership, executive leadership, and staff from other programs, agencies, and organizations.
- At least one year writing operational policies and procedures.
- Expert knowledge of Microsoft Office.
Associate Degree = 2 years | Bachelors Degree = 4 years | Master's Degree or Higher = 5 years
- Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.
Washington State offers one of the most competitive benefits packages in the nation. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state. Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax‑deferred dollars toward their health care expenses. Employees are also covered by basic life and long‑term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre‑tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well‑being of employees.
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre‑tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
If you are employed by a government or not‑for‑profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Full‑time and part‑time employees are entitled to paid holidays and one paid personal holiday per calendar year. Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full‑time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 non‑overtime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part‑time employees who are in pay status during the month of the holiday qualify for the holiday on a pro‑rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full‑time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Full‑time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full‑time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part‑time employees will be proportionate to the number of hours in pay status, in the month to that required for full‑time employment. Pay status includes hours worked, time on paid leave, and paid holiday.
Full‑time employees accrue vacation leave at the rates specified in WAC 357‑31‑165(1) or the applicable collective bargaining agreement (CBA). Full‑time employees who are in pay status for less than 80 non‑overtime hours in a month do not earn a monthly accrual of vacation leave.
Part‑time employees accrue vacation leave hours in accordance with WAC 357‑31‑165(1) or the applicable collective bargaining agreement (CBA) on a pro‑rata basis. Vacation leave accrual will be proportionate to the hours in pay status, in the month to that required for full‑time employment.
Pay status includes hours worked, time on paid leave, and paid holiday.
As provided in WAC 357‑58‑175, an employer may authorize a lump‑sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357‑31‑165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Washington State supports members of the armed forces with 21 days paid military leave per year.
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
For detailed information concerning benefits, please visit the State HR Website.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
This organization participates in E-Verify.
For assistance in the application process or alternative format requests, please contact Katie Swanson (360‑742‑8208), the Talent Acquisition Team, or Washington Relay Service 711 prior to the recruitment closing. For technical difficulties, contact careershelp@des.wa.gov or (360) 664‑1960 or toll free (877) 664‑1960, Washington Relay 711.
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