UI Client Services Director (Austin)

Texas Workforce Commission; Austin (TX); On-site; USD 113,000 - 135,000; Full time

Benefits offered by this job

Competitive salary

Defined Retirement Benefit Plan

Optional 401(k) and 457 accounts

Medical Insurance

Paid time off

Job summary

Texas Workforce Commission (TWC) in Austin is seeking a UI Client Services Director (Director II) to lead the UI Client Services department, overseeing statewide call centers and support teams from its 1411 Brazos Street location. The role focuses on strategic operations, customer-first service, and a commitment to modernizing processes within a complex public agency.

You will guide large-scale programs, manage a multi-site team, and collaborate with state leadership to deliver high-impact

Qualifications

• Five years of full-time experience in the oversight and direction of an agency program; or in strategic planning and policy development and implementation, three years of which must have been in an administrative management or supervisory capacity.
• Relevant academic credits may be applied toward experience qualifications for this position.

Responsibilities

• Direct day-to-day operations and strategic planning for four call centers, achieving quality, timeliness, service delivery and financial goals.
• Develop, establish, and evaluate strategic plans, goals, and objectives for the UICS department.
• Lead, assign, and supervise the work of others to achieve results and outcomes within established timelines.
• Review and approve key work products, such as policy reports, legislative analysis, rules, and departmental correspondence.
• Oversee the production of impact analyses for state and federal statutes, identifying policy and operational issues affecting UI.
• Assume responsibility for innovative initiatives to foster continuous improvement of services, including using new technology and revising procedures.
• Represent the TWC in public meetings, executive-level briefings, and inter-agency workgroups.
• Direct research and data gathering to finalize responses to inquiries regarding department programs and operations.
• Perform a leadership role in collaborative efforts with Workforce Development Division initiatives specifically targeted at rapid reemployment of UI claimants.

Skills

Unemployment Insurance

Call center management

Program leadership

Decision making

Project management

Forecasting tools

AI solutions

Education

Relevant academic credits

Tools

AI solutions

Job description

Who We Are

The Texas Workforce Commission (TWC) is the state agency charged with overseeing and providing workforce development services to employers and job seekers of Texas. Our mission is to promote and support a workforce system that creates value and offers employers, individuals, and communities the opportunity to achieve and sustain economic prosperity. To support TWC’s mission, the Unemployment Insurance (UI) Division is looking for a UI Client Services Director (Director II) to lead the UI Client Services (UICS) department which includes the statewide Call Centers, and UICS support team. This position is located at 1411 Brazos Street, Austin, Texas.

TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

Who You Are

You are a visionary, highly collaborative executive who thrives at the intersection of public service and strategic leadership. You are a diplomat and builder equally comfortable navigating complex state bureaucracy, building consensus across diverse call centers and UICS support teams, and leading high-impact program transformations. You can coordinate, collaborate, and partner with TWC division leadership as internal customers. As a champion of innovation and program excellence, you lead with a customer-first mindset, ensuring that modernization never comes at the cost of compliance or public trust. You are not just a manager of call centers, but a leader of people. You know how to inspire, mentor, and retain top-tier talent by fostering an inclusive, mission-driven culture.

What You Will Do

The Director II performs advanced managerial work providing direction and guidance in strategic operations and planning for a department with over 600 team members and a budget of nearly $40 million. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

You Will Be Trusted To

• Direct the day-to-day operations and strategic planning for four call centers, achieving quality, timeliness, service delivery and financial goals.
• Develop, establish, and evaluate strategic plans, goals, and objectives for the UICS department.
• Lead, assign, and supervise the work of others to achieve results and outcomes within established timelines.
• Review and approve key work products, such as policy reports, legislative analysis, rules, and departmental correspondence.
• Oversee the production of impact analyses for state and federal statutes, identifying policy and operational issues affecting UI.
• Assume responsibility for innovative initiatives to foster continuous improvement of services, including using new technology and revising procedures.
• Represent the TWC in public meetings, executive-level briefings, and inter-agency workgroups.
• Direct research and data gathering to finalize responses to inquiries regarding department programs and operations.
• Perform a leadership role in collaborative efforts with Workforce Development Division initiatives specifically targeted at rapid reemployment of UI claimants.

You Qualify With

• Five years of full-time experience in the oversight and direction of an agency program; or in strategic planning and policy development and implementation, three years of which must have been in an administrative management or supervisory capacity.
• Relevant academic credits may be applied toward experience qualifications for this position.

You Are a Great Fit With

• Knowledge of the Unemployment Insurance program.
• Experience in management of Call Centers with at least 100 employees.
• Demonstration of successful program leadership, decision-making, and project management skills.
• Deep understanding of modern call center technology and forecasting tools.
• Skill in fiscal planning, budget management, and cost-benefit analysis for call center procurements.
• Advanced ability to evaluate alternatives, identify complex operational risks, and implement robust, timely solutions.
• Effective verbal and written communication skills with a diverse customer/client base and the ability to direct complex automated systems.
• Ability to plan and direct for seasonal or unexpected UI workloads and coordinate with joint state or federal agencies to deliver services.
• Ability to handle multiple high-profile tasks while meeting tight deadlines and responding to commission and executive management requests.
• Willingness to evaluate and use Artificial Intelligence solutions for macro solutions and day-to-day tasks.

Your Core Capabilities

• A Strategic & Collaborative Navigator: You have a proven track record of building trust with internal and external stakeholders. You easily navigate complex bureaucratic landscapes and swiftly translate legislative mandates into compliant, operational program realities.
• A Digital Transformer: You bring a forward-looking vision to agency-wide process and technology planning. You know how to optimize data analytics, improve program interoperability, and strategically manage budgets to maximize every dollar. You also know that lasting transformation requires thoughtful change management and can implement strategies to ensure successful implementation.
• An Inspiring Leader & Deliverer: You ensure the flawless, high-performance delivery of unemployment benefits services. Above all, you are dedicated to mentoring and empowering your team, building a high-performance culture.

You Gain

• A Family Friendly Certified Workplace
• Competitive salary: $11,135.00/month
• Defined Retirement Benefit Plan
• Optional 401(k) and 457 accounts
• Medical Insurance
• Paid time off, including time for vacation, sick and family care leave

Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits

A verbal presentation and/or written exercise may be required at interview. Required work schedule is Monday–Friday, in-office. Duty involves up to 10% travel within the state of Texas.

Veterans

Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf