SCOPE Program Operations & Systems Lead (Hybrid)

King-County,-W; Washington; Hybrid; USD 95,000 - 125,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

CRM administration

Operations management

Cross-functional coordination

Training and onboarding

Data reporting

Tools

NICE CXone

Job description

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.