Program Operations & Systems Manager (PPM III) SCOPE Team -TLT/SDA

The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply, including Black, Indigenous, and People of Color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with lived experiences.

 King County's Department of Community and Human Services (DCHS) works to create equitable opportunities for all people to be healthy, housed, connected, and thriving. Through partnerships with communities, providers, and other public systems, DCHS invests in services that improve outcomes and advance equity across King County.

The Adult Services Division (ASD) of DCHS works in partnership with communities to develop, support and provide human services programs focused on achieving results in housing stability, financial stability, healthy living and social engagement for veterans, servicemembers and their families; older adults and their caregivers; and other populations who experience historical or systemic barriers. The division's work also includes efforts to strengthen connections within, and improve access to, the human services system.

Job Overview

The SCOPE Program Operations and Systems Manager, Project/Program Manager III, is a key member of the Supportive Community Outreach Programs & Engagement (SCOPE) Team. This position develops, maintains, and improves SCOPE’s integrated systems, technology platforms, and operational workflows. The role serves as an expert technical, operational, and program resource; leads cross-functional coordination; and supports effective communication and implementation across internal and external partners. The position is responsible for day-to-day and strategic administration of SCOPE applications, payment processes, data practices, onboarding, training, and operational readiness. The Program Operations and Systems Manager reports directly to the SCOPE Administrator.

WHO MAY APPLY: This position is open to all qualified candidates that meet the minimum qualifications. Interviews for this selection process will take place on or around November 9, 2026.

APPLICATION PROCESS
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
The following items are required to be considered for this vacancy:

• NeoGov Job Application (The responses on your job application should be thorough and complete and will be used in the screening process)
• Supplemental Questions (The responses to the supplemental questions should be thorough and complete and will be used in the screening process)

Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted.

This selection process may also be used to create a pool of candidates for current and future career service, term-limited-temporary, and special duty opportunities. The pool will be active for 6 months. 

WORK SCHEDULE/CONDITIONS: This is a Special Duty Assignment (SDA) or Term-Limited Temporary (TLT) position anticipated to end December 2028, but subject to change dependent on operational need. If filled by a King County career service employee who has passed their initial probation, the TLT will be as an SDA. This position is exempt from the provisions of the Fair Labor Standards Act, and is not eligible for overtime. Typical hours are Monday - Friday 8am - 5pm. This position is represented by Protec 17. 

MISSION CRITICAL POSITION STATUS: This position has been designated Non-Mission Critical. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency.

TELEWORKING REQUIREMENT: 

DCHS works in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The locations of work will be Northgate and Tukwila. 

Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

RECRUITER: Alan Wedge, [email protected]

Systems, Applications, and Technology Administration

• Serve as a lead operational and technical resource for SCOPE’s CRM/case-management application, virtual call-center platform, and related systems by administering workflows, managing user roles and permissions, troubleshooting issues and dependencies, and providing ongoing operational support.
• Translate program and service-delivery needs into system requirements and lead technology implementations, including coordinating with developers, testing changes, designing workflows, preparing staff, and determining launch readiness.
• Coordinate system configuration, user access, testing, implementation, troubleshooting, and post-launch improvements.
• Lead post-launch system improvements by documenting, assessing, and prioritizing requests; coordinating cross-functional resolution; and advising leadership on operational impacts, urgency, dependencies, risks, workflow gaps, and implementation requirements.
• Serve as the primary operational resource for NICE CXone and related call-center technologies, resolving system and workflow issues and leading the implementation of new capabilities – such as SMS/Test Messaging, including requirements development, testing, workflow design, staff training, and launch readiness.
• Coordinate flexible financial-assistance and payment operations, including request review, approval routing, payment processing, documentation, reconciliation, exception resolution, and compliance with established controls.
• Develop reporting and data-use practices that improve data quality, operational decision-making, program monitoring, and evaluation.
• Lead onboarding, training, and technical support for employees, interns, and staff transitioning into new roles; develop and maintain operating procedures, training materials, job aids, and reference tools.
• Serve as a liaison among SCOPE staff and leadership, County fiscal and technology teams, and external developers or vendors to resolve operational issues and implement system, payment, and process improvements.
• Analyze recurring system, payment, data, and workflow challenges; identify risks or gaps in ownership and recommend practical improvements to procedures, controls, staffing, training, or technology.
• Lead or support cross-functional projects, community-facing activities, and emerging operational assignments requiring coordinated planning, problem-solving, and implementation across SCOPE teams.
• Advise managers and senior leadership on operational feasibility, system impacts, internal controls, implementation readiness, resource needs, and recommended courses of action.

At least four years of progressively responsible experience that demonstrates the skills and abilities needed to perform this job. Relevant experience may come from paid employment, education, volunteer service, lived experience, or an equivalent combination of these.

Experience may overlap across the areas below. Strong candidates will demonstrate a combination of the following:

Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Application Process

If you are interested in pursuing this position and supporting King County’s vision for unified, equitable, and high-performing government, please follow the application instructions carefully. Provide us with your work history as applicable, ensuring that you provide details that highlight your ability to fulfill the requirements for this position.

If you need this announcement in an alternate language or format, or you would like to request accommodation or assistance in the application or assessment process, please contact Alan Wedge at [email protected].

King County's Vision, Mission, and ACTIVATE Values unite us.

King County serves residents with a relentless sense of urgency, delivering on commitments with transparency and accountability. We are action-oriented, creative problem solvers who collaborate across roles, engage directly with communities, and challenge the status quo to achieve meaningful impact. As a unified team, we uphold high ethical and stewardship standards, embrace change, stay curious, and continuously improve. Across all interactions, we listen first, act quickly, and stay aligned as a team to earn and sustain public trust. Learn more about our Vision, Mission, and ACTIVATE Values here and visit our Why work at King County page here.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on sex, race, color, national origin, ethnicity, religious affiliation, disability, sexual orientation, gender identity or expression, age except by minimum age and retirement provisions, pregnancy, status as a family caregiver, parental status, marital status, military status or status as a veteran who was honorably discharged or who was discharged solely as a result of the person's sexual orientation or gender identity or expression, citizenship or immigration status, genetic information, or other protected class. However, to the extent that distinction or differential treatment on the basis of citizenship or immigration status is authorized by either federal or state law, regulation, or government contract, it is not an unfair practice.

Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.