Customer Segment Manager jobs in Lacey, WA

Description

This position oversees the quality and integrity of the business process and flow that pertains to the Corporations and Charities Division Customer Relations Program. This program has not only statewide, but national and international impact in some circumstances. This position designs, directs, and develops all aspects of the Customer Relations program and leads staff members to conduct analysis and data review of legal documents pertaining to the registration, update, and annual maintenance of public records. This program assists external partners and stakeholders with support regarding technical assistance and usability of external facing systems and databases.

This expert level position reports to the Deputy Director and is the subject matter expert and responsible for providing program support to the Corporations & Charities division as well as external stakeholders. This position designs, directs and develops all aspects of the Customer Relations Program and multiple work units within the program (PI code 1233). This position supports the organization’s mission by ensuring it aligns with operational policies and procedures and provides expert level analysis pertaining to RCW 23B, RCW 23.95, RCW 24, RCW 25, RCW 46.64.040, RCW 19.09, RCW 11.110, RCW 19.77, RCW 26.60, WAC 434, The 1961 Hague Convention (international), and several other miscellaneous federal and international requirements to executive management, administration, staff, and both internal and external customers.

This position also supports the mission of the office by helping the office effectively use customer relations program data to produce process improvement results that will benefit customers, internal & external partners, and employees. This position will develop and monitor multiple tracking systems (ex: staffing grid, chat & phone program metrics, staff response rates, etc) for division strategic planning, process improvement, and policies and procedures. This position provides technical assistance, information, and problem resolution including but not limited to executive management, administration, staff, public, business, legal community, and governmental agencies.

This position will disseminate the analyzed information and lead the development and implementation of business processes and procedures for the Customer Relations program. This position works closely and in consultation with division leadership, CCFS Management Analyst team, Data Consultant team, and internal and external stakeholders to ensure consistency amongst the division which aides in the division mission of promoting public trust.

Attention to detail and situational awareness will be key to success in identifying areas of risk, opportunities for improvement, and recommendations for appropriate resolutions. Utilizing leadership skills, this position will develop staff skills and knowledge while establishing performance standards and expectations. The work conducted of this position will have a direct impact on how the Division can best serve its internal and external customers and partners.

**Please note: It is in the candidate's best interest to apply as soon as possible.

Duties

Develop, implement, and direct procedures and policies. Provide expert analysis and research to inform leadership and executive management for decisions for system and program needs for the Customer Relations program.
Tasks include:

• Independently develops, implements, directs, maintains, and modifies highly complex data. Data is derived from system interdependencies, staff needs, customer submitted legal documents, and internal and external stakeholder feedback.
• Utilizes analytical modeling to provide informed business strategies as it relates to the Customer Relations program pertaining to business process, computer applications, statutory, and rules needs.
• Develops and implements a process for Customer Relations program staff to provide findings from system and computer application navigation and/or user feedback. Develops and implements a process to document and track provided feedback. Implement and lead solutions based on the research findings.
• Reviews daily-weekly-monthly collection, tracking, and reporting of research data as it pertains to the Customer Relations program.
• Independently and proactively seeks to understand division, office, and state strategic objectives, ensuring that systems and services maintain alignment whenever possible. Document and communicate where alignment is not met and facilitate the implementation of remediation and/or mitigation plans.
• Identifies technical and procedural solutions in coordination with division staff, management, and IT.
• Determines procedural and technical design solutions as well as system development needs for database and filing systems as it pertains to the Charities, Nonprofits, and Service of Process programs based upon expert data analysis of statutes, rules, and other reporting measures.
• Researches, develops, and implements productivity and tracking software for appropriate use for the Customer Relations program metrics and process improvement needs.
• Collects and analyzes errors found in the live system environment reported from internal and external stakeholders. Disseminates information and provides workaround solutions as needed, reports system defects and coordinates with the CCFS Support team. Escalates critical system errors, failures, and outages directly to designated CCFS Support team staff and the division management team.
• Collaborates with the CCFS Support team, DC team, IT program developers and/or vendors to resolve identified issues utilizing expert level knowledge of the Charities, Nonprofits, and Service of Process programs rules and expert level knowledge of division services.
• Collaborates with Division leadership and management to maintain knowledge of business processes and procedures pertaining to RCW 23B, RCW 23.95, RCW 24, RCW 25, RCW 46.64.040, RCW 19.09, RCW 11.110, RCW 19.77, RCW 26.60, WAC 434, The 1961 Hague Convention (international. Programs include CCFS, Apostilles, Domestic Partnerships, Summons & Complaints, ISEA and Revenue.
• Consults and communicates expert technical and business process guidance to internal and external stakeholders, outside agencies, and institutions.
• Analyzes and responds to escalated inquiries from the Secretary of State’s Office, internal and external stakeholders, outside agencies, and institutions, and responds to inquiries with resolution.
• Reviews highly complex data as it relates to the Customer Relations program to verify compliance and integrity of the Corporations and Charities Division systems. In addition, reviews and processes submitted legal documents in the division filings system and determines if the submitter has met the statutory filing requirements. Provides appropriate follow up to the submitter.

• Ensures the Customer Relations program meets the division standards including but not limited to legal compliance, timeliness, and accuracy of work conducted. These include metrics reported to the Office of Financial Management.
• Develops strategies and plans for implementation of the Division initiatives, policies, procedures, and tasks, in consultation and collaboration with Division leadership and management.
• Collaborates with others in leadership to provide accurate analysis of trends that impact Customer Relations program service delivery.
• Directs, designs, organizes, and implements the day-to-day work and assignments of the supervisors within the Customer Relations program.
• Uses subject matter expertise to provide qualitive responses to direct reports and division system users regarding technical operations and requirements, program procedures, complex internal/external stakeholder and customer inquiries, and complex filing issues pertaining to the Customer Relations program purposes and processes.
• Plans, leads, organizes, and/or directs training plans for the Customer Relations program staff, in consultation and collaboration with program supervisors.
• Provides training and tools to help program supervisors and team members in their understanding of the Corporations and Charities Filing System and ancillary support and filing systems so they can effectively support Customer Relations program purposes and can review and file complex legal documents.
• Mentors and coach staff on the Customer Relations program for professional growth and identify, develop, and recommend relevant training.
• Provides training and consultation to Customer Relations program staff to ensure adherence to established operational policies and procedures. Including ensuring that staff are meeting the needs of internal and external stakeholders.
• Develops and implements performance expectations and conduct Performance and Development Plans (PDP) evaluations of subordinate staff annually.
• Prepares preliminary biennial budget requests for inclusion in the division budget. The current biennium allotment for PI 1233 is $2,495,760.
• Monitors the Customer Relations program actual expenses to budgeted allotments.
• Supports a diverse workforce.

• Assists division management with the creation and implementation of Office of the Secretary of State and Corporations division policies and procedures.
• Acts as an advisor to the Division Director, Public and Government Affairs Administrator, Deputy Director, and Office Executive Management.
• Represents the division and the office at conferences, and in meetings with other state agencies, institutions, and community stakeholders.
• Reviews, analyzes, and tracks legislative proposals prepared by other agencies, interest groups, and legislators that have a potential impact on Charities, Nonprofits, and Service of Process programs, policies, and operations.
• Answers questions from legislative staff regarding legislative issues impacting the Office of the Secretary of State and Corporation and Charities Division.
• Other duties as assigned, including tasks with the Continuity of Operations Plan.

Qualifications

REQUIRED QUALIFICATIONS

• 
  Five years of experience providing support to staff or a program including, but not limited to, interpreting policy and instructing others on application of policies, representing a program or office to clients, interacting with members of the public, composing correspondence, scheduling appointments and meetings, or coordinating events.
• One year supervisory experience performing: interviewing, hiring, training, assigning, and/or directing work and evaluating staff.
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential functions of the position.

• Proficient in Spanish: reading, writing and verbal communication
• A bachelor's degree in business administration, public administration or related field
• Knowledge of the laws and rules pertaining to business entities, nonprofits, and charities in Washington state

Supplemental Information

WORKING CONDITIONS
The incumbent will work primarily in an office environment with standard office equipment. This position requires sitting at a computer for long periods of time. The standard work hours are Monday-Friday from 8:00 AM to 5:00 PM but the employee must be available to work a designated shift within the office core hours of 7:00 AM – 6:00 PM; some weekend work and occasional overtime may be required to address high volumes. Occasional local and statewide travel to meetings and training may be required and may also include annual nationwide travel. The incumbent in this position will communicate information both verbally and in writing, primarily with external customers, work within a diverse, customer orientated group of people and communication styles and provide quality and productive customer service. The incumbent must represent the Office of the Secretary of State in a competent, confident, and professional manner including professional dress. Strong customer service skills are a must for this position.

How to Apply:

• To be considered for this position you must attach the following:
  • Letter of interest describing how your experience and qualifications relate to the duties and qualifications of the position.
  • Current Resume
  • Three Professional references. Personal references will not be considered.
• You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered.
• All veterans must include a copy of your DD214 to receive preference in the hiring process. You must redact your social security number before attaching it to your application.