Licensing Services Manager (LSM)

As the Licensing Services Manager for our Licensing and Customer Support Services (LCSS), you will have the opportunity to grow a culture where our employees and customers feel valued and respected.

Collaboration with section management and supervisors to set clear expectations and hold staff accountable is expected of you in this role.

Your support of leaders and staff while understanding proposed legislation to analyze potential impact and inconsistencies will help facilitate meaningful changes for Washington residents.

While focusing on performance metrics, you must also develop a deep understanding of program statutes and codes to provide direction and guidance on complex issues.

Your work will require clear communication, which may include speaking publicly with our customers and partners.

Some of what you will do:

• Direct operations for the unit and the work of staff to include providing training, change management, and taking corrective actions.
• Facilitate the flow of information and communication between staff and section management while overseeing data collection for report submittal.
• Maintain knowledge and communicate current statutes, administrative codes, policies, and procedures relating to assigned business and professional licensing programs.
• Work with the Program Manager and section heads to provide workflow management and coaching through understanding rules and policy restrictions.
• Direct the preparation and administration of state licensing exams.

What you will bring:

• Nine (9) years of management, administrative, or technical experience in a licensing or regulatory program.
• Three (3) years of experience supervising staff, providing guidance and coaching through changes.
• One (1) year of experience with the following:
  • Understanding and following laws, rules, policies, procedures, and guidelines related to licensing and regulatory environment.
  • Communicating effectively both verbally and in writing to a diverse clientele while respecting and maintaining confidentiality.
  • Creating accurate and legally sufficient documents using templates.
  • Listening attentively, identifying issues, providing options, fulfilling services, and exercising knowledge of laws and regulations to assist others or resolve complaints or conflicts.
  • Experience with word processing, spreadsheets, electronic mail, and calendar programs.

What may help set you apart:

• Knowledge of and demonstrated experience in state licensing and regulation.
• Experience enforcing governmental laws, rules, regulations, and standards in a way the public perceives as fair, objective, and reasonable.
• Experience working with subject matter experts and psychometricians to develop defensible, reliable, and appropriate exams.
• Experience writing emails and letters to customers answering questions, providing information or explaining decisions made regarding eligibility for licensing or compliance with rules.
• A bachelor’s degree in business administration, public administration, social or behavioral science or an allied field.

Additional Requirements of Employment

• Prior to a new hire, a pre-employment screening, including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• Ability to work in our Olympia, WA office three (3) days per week or more as business needs arise.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to ensure that people with disabilities are provided reasonable accommodations.

For information about available accommodations, the interview process, or the position contact Kyle Odell.

Join us as we transform how government delivers services! Together, we can build a legacy of commitment to diversity, equity, and inclusion that will benefit generations to come. Be part of this vital mission and make a real impact in your community.