TRC Process Manager

State of Oklahoma; Oklahoma; On-site; USD 80,676 - 98,604; Full time

Benefits offered by this job

Health insurance plans

Flexible spending accounts

Retirement match

Paid time off 15 days vacation

11 holidays off

Maternity leave

Employee discounts

Longevity bonus

Job summary

The State of Oklahoma is seeking a TRC Process Manager to lead process improvement initiatives across agencies, enhancing taxpayer satisfaction and operational efficiency. You will partner with the Taxpayer Resource Center Director and other managers to design, implement, and sustain streamlined workflows, with an emphasis on data-driven decision making.

You will develop training, manage stakeholders, and communicate findings through dashboards and reports to executive leadership, driving

Qualifications

• Bachelor’s degree in business administration, public administration, organizational development, or related field.
• Minimum of five years of experience in process improvement, operational analysis, or related field within customer service or government setting.
• Experience working on cross-functional teams to deliver measurable improvements.
• Equivalent combination of education and experience acceptable.

Responsibilities

• Analyze workflows and processes to identify inefficiencies and opportunities for improvement.
• Coordinate tasks and deliverables to stakeholders, ensuring accountability and timely completion.
• Review process documentation and provide recommendations for improvement.
• Develop and deliver training programs for new or revised processes.
• Collaborate with cross‑functional teams to support design, rollout, and continuous improvement initiatives.
• Align improvement initiatives with organizational goals and service standards.
• Collect and analyze data to assess performance and develop dashboards for leadership.

Skills

Analytical skills

Project management

Communication

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree

Master's degree

Tools

Excel

SQL

Tableau

Visio

Lucidchart

Job description

TRC Process Manager

Salary: $89,640

Benefits

• Generous state‑paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre‑existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full‑time employees the first year.
• 11 paid holidays a year.
• Paid maternity leave for eligible employees.
• Employee discounts with a variety of companies and vendors.
• A longevity bonus for years of service.

Job Summary

The Process Manager at the Oklahoma Tax Commission plays a critical role in enhancing operational efficiency and taxpayer satisfaction through continuous process improvement initiatives. The role collaborates closely with the Taxpayer Resource Center Director, Service Managers, and cross‑functional agency teams to identify, design, and implement strategies that streamline workflows, improve service delivery, and foster a customer‑first mindset. This individual contributor role emphasizes analytical problem‑solving, strategic planning, and the ability to influence organizational change without direct supervisory responsibilities.

Duties And Responsibilities

• Analyze existing workflows, procedures, and systems to identify inefficiencies and opportunities for improvement; develop and implement process improvement strategies that enhance taxpayer experiences and operational outcomes.
• Coordinate and assign process‑related tasks and deliverables to key stakeholders, including subject‑matter experts, supervisors, and project team members, ensuring accountability and timely completion.
• Review and evaluate process documentation, workflows, scenarios, and related deliverables to ensure accuracy, consistency, and alignment with business objectives; provide constructive feedback and recommendations for improvement.
• Develop, facilitate, and deliver training programs and supporting materials to prepare employees for the implementation and adoption of new or revised processes.
• Collaborate with cross‑functional teams to support process design, validation, rollout, and continuous improvement initiatives.
• Work closely with the Director and executive team to align improvement initiatives with organizational goals and service standards.
• Collect and analyze data to assess process performance, identify trends, and measure the impact of improvement efforts; develop dashboards, reports, and visualizations to communicate findings and recommendations to leadership and stakeholders.
• Advocate for a customer‑centric approach by ensuring all process improvements prioritize taxpayer needs and satisfaction.
• Develop, maintain, and present comprehensive project plans for process improvements, including timelines, resource requirements, and risk assessments.
• Support change management efforts by preparing documentation, training materials, and communication plans to ensure smooth transitions for new processes.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

Knowledge of

• Process improvement methodologies such as Lean, Six Sigma, or similar frameworks.
• Data analysis tools (e.g., Excel, SQL, Tableau) and process mapping software (e.g., Visio, Lucidchart).
• A customer‑focused mindset with a passion for improving taxpayer experiences.

Skills in

• Strong analytical and problem‑solving skills, with the ability to interpret complex data and translate findings into actionable strategies.
• Excellent project management skills, including the ability to manage multiple initiatives simultaneously.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Ability to navigate, interpret, and liaise between business and development teams.

Abilities to

• Manage deliverables and hold development teams accountable to deliverables as needed.
• Have a high level of initiative and self‑motivation, with the ability to work independently and drive projects to completion.
• Adapt and remain resilient in navigating organizational challenges and changing priorities.
• Be detail‑oriented and results‑driven in problem‑solving.

Minimum Qualifications

• Bachelor’s degree in business administration, public administration, organizational development, or a related field.
• Minimum of five years of experience in process improvement, operational analysis, or a related field within a customer service or government setting.
• Experience working on cross‑functional teams to deliver measurable improvements.
• Or an equivalent combination of education and experience.

Preferred Qualifications

• Master’s degree in business administration, public administration, organizational development, or a related field.
• Lean Six Sigma certification.

Physical Demands

Ability to sit and stand for extended periods, operating a computer, keyboard, photocopier, telephone, calculator, and other office equipment. Ability to see and read a computer screen and printed material, communicate clearly, and lift up to 15 pounds. Duties performed in an office environment with moderate noise level.

Special Requirements

Travel may be required; a valid Oklahoma State Driver’s License is required. Willingness to work additional hours, including overtime, during peak periods. Normal work hours Monday through Friday, 7:30 am to 4:30 pm; minor flexibility may be required. Primary work location on‑site; occasional telework may be requested.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.