Program Operations & Systems Manager (PPM III) SCOPE Team -TLT/SDA

King-County,-W; Washington; Ibrido; USD 95.000 - 125.000; Tempo pieno

Descrizione del lavoro

King County's Department of Community and Human Services seeks a highly experienced Program Operations and Systems Manager, reporting to the SCOPE Administrator. This role advances SCOPE's integrated systems, payments, data practices, onboarding, and training while coordinating with internal and external partners.

Ideal candidates will have strong experience in CRM/case-management and call-center technologies, with a focus on equity, efficiency, and scalable workflows.

Competenze

• Experience managing CRM/case-management or contact-center systems.
• Ability to translate service-delivery needs into system requirements and workflows.
• Experience coordinating cross-functional projects and staff training.

Mansioni

• Lead operational and technical resources for SCOPE systems and related platforms.
• Oversee configurations, access, testing, implementation, and post-launch improvements.
• Coordinate onboarding, training, and staff support for new roles and processes.
• Advise leadership on operational feasibility, risks, and implementation needs.
• Support cross-functional projects and community-facing operational assignments.

Conoscenze

CRM administration

Operations management

Cross-functional coordination

Training and onboarding

Data reporting

Strumenti

NICE CXone

Descrizione del lavoro

The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply, including Black, Indigenous, and People of Color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with lived experiences.

King County's Department of Community and Human Services (DCHS) works to create equitable opportunities for all people to be healthy, housed, connected, and thriving. Through partnerships with communities, providers, and other public systems, DCHS invests in services that improve outcomes and advance equity across King County.

The Adult Services Division (ASD) of DCHS works in partnership with communities to develop, support and provide human services programs focused on achieving results in housing stability, financial stability, healthy living and social engagement for veterans, servicemembers and their families; older adults and their caregivers; and other populations who experience historical or systemic barriers. The division's work also includes efforts to strengthen connections within, and improve access to, the human services system.

Job Overview

The SCOPE Program Operations and Systems Manager, Project/Program Manager III, is a key member of the Supportive Community Outreach Programs & Engagement(SCOPE) Team. This position develops, maintains, and improves SCOPE's integrated systems, technology platforms, and operational workflows. The role serves as an expert technical, operational, and program resource; leads cross-functional coordination; and supports effective communication and implementation across internal and external partners. The position is responsible for day-to-day and strategic administration of SCOPE applications, payment processes, data practices, onboarding, training, and operational readiness. The Program Operations and Systems Manager reports directly to the SCOPE Administrator.

WHO MAY APPLY: This position is open to all qualified candidates that meet the minimum qualifications. Interviews for this selection process will take place on or around November 9, 2026.

WORK SCHEDULE/CONDITIONS: This is a Special Duty Assignment (SDA) or Term-Limited Temporary (TLT) position anticipated to end December 2028, but subject to change dependent on operational need. If filled by a King County career service employee who has passed their initial probation, the TLT will be as an SDA. This position is exempt from the provisions of the Fair Labor Standards Act, and is not eligible for overtime. Typical hours are Monday - Friday 8am - 5pm. This position is represented by Protec 17.

MISSION CRITICAL POSITION STATUS: This position has been designated Non-Mission Critical. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency.

TELEWORKING REQUIREMENT:

DCHS works in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The locations of work will be Northgate and Tukwila.

Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

Systems, Applications, and Technology Administration

• Serve as a lead operational and technical resource for SCOPE's CRM/case-management application, virtual call-center platform, and related systems by administering workflows, managing user roles and permissions, troubleshooting issues and dependencies, and providing ongoing operational support.
• Translate program and service-delivery needs into system requirements and lead technology implementations, including coordinating with developers, testing changes, designing workflows, preparing staff, and determining launch readiness.
• Coordinate system configuration, user access, testing, implementation, troubleshooting, and post-launch improvements.
• Lead post-launch system improvements by documenting, assessing, and prioritizing requests; coordinating cross-functional resolution; and advising leadership on operational impacts, urgency, dependencies, risks, workflow gaps, and implementation requirements.
• Serve as the primary operational resource for NICE CXone and related call‑center technologies, resolving system and workflow issues and leading the implementation of new capabilities – such as SMS/Test Messaging, including requirements development, testing, workflow design, staff training, and launch readiness.
• Coordinate flexible financial‑assistance and payment operations, including request review, approval routing, payment processing, documentation, reconciliation, exception resolution, and compliance with established controls.
• Develop reporting and data‑use practices that improve data quality, operational decision‑making, program monitoring and evaluation.
• Lead onboarding, training, and technical support for employees, interns, and staff transitioning into new roles; develop and maintain operating procedures, training materials, job aids, and reference tools.
• Serve as a liaison among SCOPE staff and leadership, County fiscal and technology teams, and external developers or vendors to resolve operational issues and implement system, payment, and process improvements.
• Analyze recurring system, payment, data, and workflow challenges; identify risks or gaps in ownership and recommend practical improvements to procedures, controls, staffing, training, or technology.
• Lead or support cross‑functional projects, community‑facing activities, and emerging operational assignments requiring coordinated planning, problem‑solving, and implementation across SCOPE teams.
• Advise managers and senior leadership on operational feasibility, system impacts, internal controls, implementation readiness, resource needs, and recommended courses of action.

At least four years of progressively responsible experience that demonstrates the skills and abilities needed to perform this job. Relevant experience may come from paid employment, education, volunteer service, lived experience, or an equivalent combination of these.

Experience may overlap across the areas below. Strong candidates will demonstrate a combination of the following:

• At least two years of experience in administrative or program operations, preferably in a direct-service or community-serving organization.
• At least two years of experience in human or social services, such as program development, program administration, service delivery, case management, or resource navigation.
• Experience working to reduce disparities in housing stability, financial stability, healthy living, social engagement, or access to services—particularly for veterans, servicemembers and their families; older adults and caregivers; or communities that experience systemic barriers.
• Experience applying equity and social justice principles and understanding how race, place, disability, income, policy, and other systemic factors affect access to services and opportunities.
• Experience supporting or administering CRM, case‑management, call‑center, or similar business systems, including workflows, user access, testing, troubleshooting, data entry, or system improvements.
• Experience coordinating financial‑assistance or payment processes, including approvals, documentation, reconciliation, compliance, and resolving payment barriers or exceptions.
• Ability to interpret and analyze policies, procedures, program requirements or business needs and translate them into system requirements, workflows, operating procedures, training materials, and implementation plans.
• Experience synthesizing data, reports, metrics, feedback, or other information and identify meaningful themes and actionable learning.
• Experience developing and delivering onboarding, training, technical assistance, operating guides, or other tools that help staff follow program processes consistently.
• Ability to analyze program and operational data, identify trends or quality concerns, and recommend improvements.
• Experience coordinating work across program, fiscal, technology, leadership, vendor, and community‑partner teams.
• Strong judgment, organization, communication, and problem‑solving skills, with the ability to manage competing priorities in a changing environment.
• Proficiency with Microsoft 365 and the ability to learn and support new technology systems.
• Ability to manage multiple priorities and deadlines independently.
• Strong analytical, problem‑solving, and written and verbal communication skills.
• Ability to build and maintain relationships with diverse stakeholders, including service providers and community partners.
• Ability to work collaboratively across teams and share information in ways that support organizational learning and continuous improvement.
• Other relevant experience may include program or public administration, project management, internal operations, technology support, employee development, change management, customer service, or community engagement.
• Ability to travel throughout King County in a timely manner as needed independently, with accommodation, or using the King County fleet pool.

Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

King County serves residents with a relentless sense of urgency, delivering on commitments with transparency and accountability. We are action-oriented, creative problem solvers who collaborate across roles, engage directly with communities, and challenge the status quo to achieve meaningful impact. As a unified team, we uphold high ethical and stewardship standards, embrace change, stay curious, and continuously improve. Across all interactions, we listen first, act quickly, and stay aligned as a team to earn and sustain public trust. Learn more about our Vision, Mission, and ACTIVATE Values here and visit our Why work at King County page here.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on sex, race, color, national origin, ethnicity, religious affiliation, disability, sexual orientation, gender identity or expression, age except by minimum age and retirement provisions, pregnancy, status as a family caregiver, parental status, marital status, military status or status as a veteran who was honorably discharged or who was discharged solely as a result of the person's sexual orientation or gender identity or expression, citizenship or immigration status, genetic information, or other protected class. However, to the extent that distinction or differential treatment on the basis of citizenship or immigration status is authorized by either federal or state law, regulation, or government contract, it is not an unfair practice.

Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.