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[New Job Vacancy] Claims Center Enterprise Manager – INTERNAL (WMS2) Telework job in State of Washington Employment Security Department, (Lacey, WA) – Jobs in Lacey, WA

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Job Opening details:-
Company Name :-
State of Washington Employment Security Department
Position Name :-
Claims Center Enterprise Manager – INTERNAL (WMS2) Telework
Company Location :-
Lacey, WA
Job Category :
 Management jobs

Full Job Description :-

employees of the Employment Security Department
are eligible for this opportunity.

We have an excellent opportunity within the Unemployment Insurance Customer Support (UICS) Division, for a Claim Center Enterprise Manager (WMS2). This position is full-time/permanent and available to Telework.

Our Claims Center Enterprise Manager will direct and oversee the overall strategic operations of the Lacey, Olympia, and Spokane Claim Centers, and is responsible for oversight of the lawful, efficient and timely delivery of UI benefits to claimants, ensures compliance with laws, rules, and policies, is responsible for staff accountability, and provides input into the Claim Centers budget and facilities.

The Manager will serve as a role model for ESD’s culture and values and help ESD meet strategic goals and objectives. Under the direction of the Programs and Implementation Manager, you will be directly responsible for coordinated and consistent benefit services among the statewide claim centers in order to provide effective and efficient services to UICS customers regarding their unemployment claims. You will coordinate benefit services with divisional leadership and supervisors, cross-divisional leaders, and other primary stakeholders and agency partners to implement the strategic objectives needed to provide effective services to UICS customers.

To learn more about our Mission and Values please visit:
Link to ESD Values

(Download PDF reader).

We hope you will see your value in this role and consider applying to lead our professional UICS teams while serving the citizens of Washington state.


As the Claim Center Enterprise Manager, you will be responsible for developing enterprise wide strategic plans and leading a team of claim center operations managers who implement these plans. You will work directly with the UICS managers and administrators, cross-divisional managers and local partners to ensure quality services are delivered that meet the needs of our customers and Department of Labor (DOL) performance standards. Some of what you’ll be doing:

Develop and implement short term, mid-term and long term (5+ year) strategies that will optimize efficiencies in the claim centers by establishing and guiding an effective, collaborative planning process to balance the variety of needs within the division and arrive at desired outcomes.
Identify and coordinate the interdependencies among claim centers, programs, projects, products, and other important strategic initiatives across UICS.
Lead Division strategic initiatives that have a direct impact on service delivery to customers, including the Human-Centered Design and Lean process improvement activities, cross-divisional initiatives aimed at customer value, and on-going system Lean problem-solving and standard work activities.
Lead service delivery of Unemployment Insurance benefits by ensuring staff perform proper administration of claims and payment processes in accordance with state and federal law.
Conduct regular field visits to listen, observe, learn and capture insights, promising practices and opportunities to improve the benefits experience for claims staff and customers.
Model the Agency and Division Customer First culture, including Lean, Human-Centered Design, Leader/Leader, Employee Engagement and Change Management.
Oversee service standards for claims intake and adjudication, making short and long-term decisions on staffing models used throughout the enterprise.
Monitor system wide service delivery results using operational and performance data to ensure goals and objectives are achieved. Collaborate with Claims Center Operations Managers and division leaders to develop and implement improvement strategies as required.
Lead UICS claims center management team members who will collaborate to ensure consistent statewide application of standards, policies, and procedures for the multiple entitlements.

For a full description of duties – please click here to request from recruiter: PDF Request.


Required Education, Experience, and Competencies: A Bachelor’s Degree and five (5) years’ experience management experience which includes:

Program experience in unemployment insurance requirements and delivery
Designing, implementing, and managing programs
Working with diverse groups and teams

OR A combination of education and experience may compensate for educational requirements.

Applicable Degrees Include

Public or Business Administration / Organizational Development / Law / Related field

Education to Experience Equivalences:

Associate Degree = 2 years | Bachelor’s Degree = 4 years | Master’s or Higher = 5 years


Must have strong professional skills in management, facilitation, operations, process improvement, data analysis, communications, strong supervision skills, strategic thinking, relationship building, conflict management, presentation skills, listening skills, project management skills, performance management, budget development and oversight
Solid understanding of the Unemployment Insurance system
Meet deadlines and performance standards
Translate agency mission to day-to-day activities
Use data and performance information to effectively manage system performance, meet performance outcomes and improve business functions

Preferred/Desired Qualifications:

Understanding of human-centered design principles

Demonstrated knowledge of –

Lean methods and practice
Human resources
Collective bargaining agreements
Fiscal management principles and procedures
Detailed understanding of large-scale telephony systems

Demonstrated ability to –

Work effectively with internal and external stakeholders
Analyze and interpret data
Communicate complex ideas and principles in a manner easily understood by lay audiences
Meet deadlines and performance standards
Translate Agency mission to day-to-day activities
Give public presentations
Use data and performance information to effectively manage system performance, meet performance outcomes and improve business functions

Supplemental Information

Please submit your Cover Letter, and Resume with your Online Application through the “Add Attachments” field. A resume will not substitute for the “work experience” section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as “see attachments” may be considered incomplete.
Why work with us? Our agency’s mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Collaboration, Diversity, Equity, Inclusion, Innovation, and Integrity, Investing in our people and Service with kindness. We understand that a work environment that respects your work/life balance is key that’s why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value and trust our employees are empowered to grow and develop into their best self. More than Just a Paycheck Washington State offers one of the most competitive benefits packages in the nation. Beyond the traditional benefits such as Health, Life Insurance, Retirement, and related benefits, we offer Flex Spending Accounts, Dependent Care Assistance, Deferred Compensation and so much more. We take work life balance seriously and many of our offices offer flexible work hours with a wider variety of shift and schedule option to assist in this. Modern Workplace We are diligent and remain focused on creating a modern workplace designed to meet the needs of a changing workforce. We have wellness programs, telework policies and flexible schedules. We’re working to update our facilities all over the state to enhance both the client and employee experience. Opportunity for All The Washington Employment Security Department is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Please include your name and pronouns in your application, to ensure we address you appropriately throughout the application process.

If you are a person with a disability needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson at or
564-200-2475, or the Talent Acquisition Team, or Washington Relay Service 711.

Other Information

This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
If you are having technical difficulties creating, accessing or completing your application, please contact or (360) 664-1960 or toll free (877) 664-1960.

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