Operations Process Coordinator (MA3) - Internal Only

Washington Department of Natural Resources; Washington; Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible work schedules

Teleworking opportunities

Equal opportunity employer

Job summary

Washington Employment Security Department seeks a Program Implementation Specialist to drive operationalization of updates to major programs. You will translate agile releases and legislative updates into day-to-day practices, coordinating with Product, Technology, and Training teams while supporting equity and service excellence across the division.

This hybrid role requires occasional in-office presence at the duty station in Olympia, WA, and emphasizes documentation, strategic analysis, and

Qualifications

• Experience includes researching and analyzing procedures, processes, policies, laws, rules or regulations.
• Proficiency in streamlining and enhancing business processes.
• Ability to provide professional and technical guidance.
• Analytical skills to evaluate complex, multi-dimensional issues.
• Knowledge of policy analysis and regulatory changes.
• Strategic planning to recommend actionable responses to changes.
• Versatility to handle diverse responsibilities.
• Initiative to address organizational needs as they arise.

Responsibilities

• Create, update, and maintain standard operating procedures and complex technical documentation for program staff.
• Perform expert-level analysis to provide data-driven insights for decisions.
• Partner with Product and Technology Teams to research, test, and validate system updates.
• Triage, troubleshoot, and resolve emergent technology system issues with temporary workarounds.
• Design and deliver specialized training videos and resources for updates.
• Manage, structure, and maintain the Operations SharePoint site for real-time resources.
• Conduct user research workshops and focus groups to evaluate process impact.

Skills

Process improvement

Strategic thinking

Advisory skills

Analytical expertise

Policy analysis skills

Strategic planning

Versatility

Initiative

Education

Bachelor’s degree in business administration, public administration, technical writing, law, or a related field

Associate’s degree in business administration, public administration, technical writing, law, or a related field

Comparable combination of graduate education and experience

Tools

Microsoft Office

Job description

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

Duties

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

Qualifications

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 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.

Preferred qualifications:

• 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.

Required equity competencies:

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

Education to Experience Equivalences:

Associate Degree = 2 years | Bachelors Degree = 4 years | Master's Degree or Higher = 5 years

Special Requirements/Conditions of Employment:

• Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

Supplemental Information

Why work with us?

Our agency's mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All

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. 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 a person needing assistance 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 Katie Swanson (360-742-8208), the Talent Acquisition Team, or Washington Relay Service 711 prior to the recruitment closing.

If y

ou are having technical difficulties creating, accessing, or completing your application, please contact [e-mail] or [phone] or toll free [phone], Washington Relay 711.

**This Organization Participates in E-Verify**