TRC Process Manager

About the role

The Process Manager at the Oklahoma Tax Commission plays a critical role in enhancing operational efficiency and taxpayer satisfaction through continuous process improvement initiatives.

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.
• Collaborate with cross-functional teams to support process design, validation, rollout, and continuous improvement initiatives.
• 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.
• 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.
• Must be able to articulate complex plans while using influence to vision cast.
• Create a visual story using data to present proposals and road maps 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.
• Address resistance to change by clearly communicating the benefits and providing ongoing support.

Qualifications

• A bachelor’s degree in business administration, public administration, organizational development, or a related field.
• Plus, a minimum of 5 years of experience in process improvement, operational analysis, or a related field within a customer service or government setting.
• Experience working on cross-functional teams to deliver measurable improvements.
• A master’s degree in business administration, public administration, organizational development, or a related field.
• A Lean Six Sigma certification.