TRC Process Manager

TRC Process Manager Salary: $89,640 (full‑time, regular) Benefits Generous state‑paid benefit allowance Wide choice of insurance plans Flexible spending accounts (health care and dependent care) Retirement savings plan with generous match 15 days paid vacation and 15 days sick leave (first year) 11 paid holidays a year Paid maternity leave for eligible employees Employee discounts with various companies 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 focuses on identifying, designing, and implementing strategies that streamline workflows, improve service delivery, and foster a customer‑first mindset, with no 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. Utilize process improvement methodologies to design and execute projects. Coordinate and assign process‑related tasks and deliverables to key stakeholders, 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. Partner with cross‑functional teams across various divisions and agencies to address complex issues and drive unified solutions. Facilitate workshops, meetings, and brainstorming sessions to gather input and build consensus on improvement initiatives. 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. Monitor key performance indicators (KPIs) to track the success of implemented changes and identify areas for further refinement. Advocate for a customer‑centric approach by ensuring all process improvements prioritize taxpayer needs and satisfaction. Collaborate with team members to shift traditional state agency practices toward a culture of service excellence. Gather and analyze taxpayer feedback to inform process improvement initiatives. Develop, maintain and present comprehensive project plans for process improvements, including timelines, resource requirements, and risk assessments. Lead the implementation of approved initiatives, ensuring alignment with organizational objectives and adherence to state and local regulations. Provide regular updates to leadership on project progress, challenges, and successes. Create a visual story using data to present proposals and roadmaps to peers, senior leaders and the executive team. Support change management efforts by preparing documentation, training materials, and communication plans to ensure smooth transitions for new processes. Serve as a champion for innovation and improvement, influencing colleagues to embrace new ways of working. Address resistance to change by clearly communicating the benefits and providing ongoing support. Perform other duties as assigned. Knowledge, Skills, and Abilities Expertise in process improvement methodologies such as Lean, Six Sigma, or similar frameworks. Proficiency in data analysis tools (Excel, SQL, Tableau) and process mapping software (Visio, Lucidchart). 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 the business and development teams. High level of initiative and self‑motivation, working independently and driving projects to completion. Adaptability and resilience in navigating organizational challenges and changing priorities. Detail‑oriented and results‑driven approach to problem‑solving. Minimum Qualifications Bachelor’s degree in business administration, public administration, organizational development, or related field. Minimum of 5 years of experience in process improvement, operational analysis, or related field within a customer service or government setting. Experience working on cross‑functional teams to deliver measurable improvements. Preferred Qualifications Master’s degree in business administration, public administration, or related field. Lean Six Sigma certification. Physical Demands and Special Requirements Ability to sit and stand for extended periods, use computer, keyboard, equipment. Visual and hearing requirements as described. Capacity to lift up to 15 lbs, bend, stoop, climb stairs, walk, reach. Travel required; reliable transportation; valid Oklahoma State Driver’s License required. Willingness to work additional hours, including overtime during peak periods. May be required to work on site; occasional telework may be requested. Knowledge of handling Federal Tax Information with strict confidentiality. 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. Current active State employees must apply internally through the Workday Jobs Hub. #J-18808-Ljbffr 695 OKLAHOMA TAX COMMISSION