Professional Licensing Supervisor (PLR2)

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

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Equity | Inclusion

This position is being reposted for additional candidates. If you have already applied you do not need to reapply.

At the Department of Licensing (DOL), we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

Our Licensing and Customer Support Services (LCSS) Unit in our Business and Professions Division (BPD) is currently recruiting for 2 Professional Licensing Supervisors to support licensing activities.

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident.

If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws, rules, and agency policies, please read on!

As a Professional Licensing Supervisor, you will provide direct supervision and leadership to staff responsible for the processing of professional license applications across multiple programs. You will ensure staff consistently interpret and apply licensing laws, rules, agency policies, and established procedures while delivering accurate, timely, and high-quality service. In this role, you will monitor workload and team performance, provide guidance on complex licensing questions and application issues, and support staff in making appropriate determinations on applications, exam requests, renewals, and incomplete submissions. Success in this position requires strong supervisory skills and the ability to lead in a fast-paced, evolving environment while collaborating with leadership, internal teams, professional associations, and other jurisdictions. You will also support system integrity by helping staff identify, report, track, and test solutions to licensing system issues and by contributing to process improvements that enhance efficiency and customer experience. Your ability to lead staff, promote accountability, foster a high-performing team, and drive continuous improvement will be critical to achieving positive outcomes for both customers and the agency.

Some of what you will do:

• Supervise licensing staff by establishing clear performance expectations, supporting professional development, and ensuring team goals are achieved.
• Hold licensing staff accountable for meeting established licensing processing standards, including applicable timelines, procedures, and quality expectations.
• Collect training feedback and report training deficiencies to the Licensing and Customer Support Services (LCSS) development team.
• Actively participate in calls, call shadowing, call metrics review, and escalated calls to identify improvements and provide constructive feedback to staff.
• Manage SQR process for system related issues, using applications and DOL software to document, report, track, and test fixes.
• Research and support public disclosure requests, data requests, and workload reports related to licensing.
• Support front counter staff with customer questions and requests.

What you will bring to the role:

• Six (6) years of experience in a licensing or regulatory program. This experience may come from working in licensing or in a regulated field where you applied, interpreted, or helped others comply with rules and requirements.

OR

• One (1) year of experience as a Professional Licensing Representative 1.

• Experience must include the following:
  • Three (3) years of customer service experience providing assistance by phone or in person, including regularly explaining rules, policies, procedures, or requirements.
  • Two (2) years of experience supervising staff, including providing direction, guidance, coaching, and feedback.
  • One (1) year of experience communicating effectively, both verbally and in writing, with a diverse customer base while maintaining confidentiality.
  • One (1) year of experience accessing, entering, and maintaining information across multiple database systems.
  • One (1) year of experience creating, maintaining, and updating records using multiple software applications.
  • One (1) year of professional telephone experience, including operating a multi-line phone system, answering and transferring calls, taking messages, and providing assistance by phone.
• The ability to:
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

Experience can be gained concurrently.

Up to four (4) years of relevant education (Business/Public Administration, Auditing, Criminal Justice or a closely allied field) may substitute year for year for experience.

Associate's degree = 2 years | Bachelor’s degree = 4 years

What may help set you apart:

• Education or experience beyond the required qualifications in relevant fields.
• Experience in the following:
  • Developing specific relevant measures and using them to improve performance, motivate staff, and influence decision makers.
  • Assisting in developing personal training plans that instruct, coach, and identify training needs.
• The ability to identify, investigate, and resolve customer technical issues using an organization’s computer software or systems.

Additional Requirements of Employment

• This position follows a hybrid work schedule which requires working onsite every Wednesday and Thursday at our Olympia, WA office, with additional onsite days scheduled throughout the month to meet in-person customer service needs.
• Prior to a new hire, a pre-employment check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations.

For information about available accommodations, the interview process, or the position contact Kyle Odell.

Join us as we transform how government delivers services! Together, we can build a legacy of commitment to diversity, equity, and inclusion that will benefit generations to come. Be part of this vital mission and make a real impact in your community.

Incomplete applications may disqualify you from eligibility for the position. You must ensure all application areas, including supplemental questions, are completed in full.

Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, people of all ages, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, religion, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email [e-mail]. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.