SUPERVISOR I

Employment Development Department; California; Hybrid; USD 80,000 - 99,000; Full time

Benefits offered by this job

Break areas

Wellness rooms

Coffee points

Fitness center

Bike storage

Outdoor terrace

Job summary

The Employment Development Department in California seeks a Customer Experience Unit II Manager to lead a team of analysts in the Disability Insurance Branch, reviewing data across all channels and touchpoints to improve performance and service.

This position may be eligible for hybrid telework; California residency is required; the role is headquartered in Sacramento with in-office days, and travel is minimal; the salary range is $7,172 to $8,910 per month.

Qualifications

• Experience leading a data-analytics team.
• Strong knowledge of customer experience methods.
• Ability to translate data insights into improvements.

Responsibilities

• Lead a team of analysts to review data across DI Branch channels and touch points.
• Apply human-centered design to propose performance improvements.
• Partner with DIB management to enhance service quality.

Skills

Data analysis

Leadership

Customer experience

Project management

Job description

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Position Details

Job Code #
JC-536200

Position #(s)
280-227-4800-008

Working Title
Customer Experience Unit II Manager

Classification
SUPERVISOR I

Salary
$7,172.00 - $8,910.00

# of Positions
1

Work Location
United States

Telework
Hybrid

Job Type
Permanent, Full Time

Work Shift
8:00 A.M. - 5:00 P.M.

Work Week
Monday - Friday

Department Information

The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.

Job Description And Duties

THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE.

The Disability Insurance Branch (DIB) is looking for a forward-thinking, passionate, detail-oriented leader to join our Command Center Division as the Customer Experience Unit II Manager. The DIB administers the State Disability Insurance program, which includes Disability Insurance, Paid Family Leave, Non-Industrial Disability Insurance for state employees, and voluntary plans. The program covers 18 million workers, and provides financial stability to workers and their families in times of need. We strive to deliver timely benefit payments and quality service to all of our customers.

The Customer Experience Unit II Manager plays a vital role in supporting DIB management by leading a team of analysts to review data across all DI Branch channels and touch points. The unit utilizes Customer Experience and Human -Centered Design methodologies to recommend improvements in performance and create the best possible experiences for employees and customers.

Will consider candidates from all parts of California. The candidate will be required to live in California and report to the nearest DIB office for their in-office days.

This position is headquartered in the Central Office in Sacramento and may be eligible for telework under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telework. Travel expenses to and from the assigned headquarters are the responsibility of the employee.

This position is headquartered at the New Labor Agency Building (NLAB), a newly remodeled high-rise building. Located in the heart of Downtown Sacramento and in close proximity of the State Capitol and the Golden1 Center, this beautiful and modern building provides the following amenities:

• Break areas
• wellness/lactation rooms
• coffee points
• a fitness center with private showers
• a Career Center for EDD Employees
• a micro market
• building-wide WiFi
• an outdoor terrace
• bike storage
• nearby public transit options
• and much more

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

You will find additional information about the job in the Duty Statement.