Remote UI Claims Center Enterprise Leader

State of Washington Employment Security Department; Olympia (WA); On-site; USD 120,000 - 160,000; Full time

Job summary

State of Washington Employment Security Department seeks a visionary Claims Center Enterprise Manager to lead unemployment insurance benefit operations, champion excellence, and drive enterprise-wide strategic plans ensuring lawful, efficient service delivery to claimants.

The role empowers and leads a team of operations managers across intake, adjudication, and appeals, shaping how we meet strategic goals while maintaining compliance with evolving state and federal laws.

Qualifications

• Five years or more of management experience.
• Five years or more of program delivery experience in unemployment insurance.
• Five years or more of experience designing, implementing, and managing programs.
• Five years or more of experience working with diverse groups and teams.

Responsibilities

• Develop and implement short, mid, and long-term strategies to optimize claim centers.
• Coordinate interdependencies across claim centers, programs, and initiatives.
• Lead strategic initiatives including Human-Centered Design and Lean process improvements.
• Oversee service standards for intake and adjudication and staffing models.
• Conduct field visits to gather insights and improve the benefits experience for staff and claimants.
• Advise on UICS programs to achieve performance goals and outcomes.
• Build partnerships across divisions to leverage resources and expertise.

Skills

Leadership

Strategic planning

Public speaking

Budget management

Data analysis

Stakeholder collaboration

Project management

Risk management

Communication

Education

Bachelor's degree in public administration or related field

Tools

Telephony systems

Lean tools

Public sector IT systems

Job description

State of Washington Employment Security Department seeks a visionary Claims Center Enterprise Manager to lead unemployment insurance benefit operations, champion excellence, and drive enterprise-wide strategic plans ensuring lawful, efficient service delivery to claimants.

The role empowers and leads a team of operations managers across intake, adjudication, and appeals, shaping how we meet strategic goals while maintaining compliance with evolving state and federal laws.