Commission Workflow Management Jobs in Texas (NOW HIRING)

This posting is for existing Appellate Services division employees only. 

Director I - Director of Workflow Optimization

WHO WE ARE:
Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits. This position is located at 101 E. 15th Street, Austin, Texas.

TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

WHO YOU ARE:
You have great organizational skills, strong attention to detail and the ability to handle multiple priorities while meeting strict deadlines. The ideal candidate combines strong analytical capabilities with leadership experience, operational excellence expertise, and a data-driven approach to process management. You are a strategic and operationally driven Director focused on Process Improvement & Backlog Prevention to lead initiatives that optimize workflows, improve cross-functional efficiency, and proactively eliminate operational bottlenecks. This role is responsible for designing scalable processes, implementing continuous improvement programs, and developing preventative strategies that reduce backlog risk while improving service delivery, quality, and team productivity.

WHAT YOU WILL DO:
This position performs advanced (senior-level) managerial work providing direction and guidance in strategic operations and planning. Work involves establishing the strategic plans, goals and objectives for improving processing and workflow, establishing priorities, standards, and measurement tools for determining progress in meeting performance goals; coordinating and evaluating program activities and/or business functions, and reviewing and approving budgets for the division and aligning budget request with production and output. Supervises the work of others. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

- Analyze operational workflows to identify inefficiencies, bottlenecks, redundancies, and backlog risks. 
- Design and implement scalable, standardized processes that improve throughput, quality, and turnaround times. 
- Develop KPIs, dashboards, and reporting structures to monitor operational health and backlog trends. 
- Facilitate root cause analysis and corrective action planning for recurring operational issues. 
- Establish proactive backlog prevention strategies across teams and operational functions. Monitor workload forecasting, capacity planning, and resource allocation to maintain balanced operations. Improved cycle time and turnaround metrics. 
- Increased operational efficiency and throughput. 
- SLA compliance and on-time delivery rates. 
- Process standardization adoption rates. 
- Reduction in rework and error rates. 
- Employee productivity and continuous utilization improvements. 
- Identify early warning indicators for backlog accumulation and implement mitigation plans. 
- Collaborate with department leaders to prioritize workstreams and improve workflow sequencing. 
- Implement automation and workflow optimization tools to reduce manual dependencies and delays. 
- Drive organizational change management initiatives related to process transformation. 
- Develop metrics and service level standards to measure operational effectiveness. 
- Use data analytics to evaluate process performance and identify opportunities for improvement. 
- Create executive-level reports summarizing backlog trends, productivity metrics, and improvement outcomes. 
- Ensure process controls and governance standards are maintained. 

YOU WILL BE TRUSTED TO:
- Oversee process improvements across the Appellate Service Division.
- Implement AI projects across the division.
- Oversee User Acceptance Testing for programs in the division. 
- Implement electronic correspondence for the division and other associated projects.
- Assist in leadership of the modernization efforts of the Appeals department.  
- Oversee workflow and ensure staff and resources are performing at an optimal capacity.
- Will supervise others while maintaining productive professional working relationships among departmental staff and with other Agency departments.  Specifically partnering with stakeholders across operations, Finance, Information Technology, customer service, Unemployment Insurance; Commission Appeals; Fraud Deterrence and Legal Services. 
- Perform other duties as assigned.
YOU QUALIFY WITH:
- Five years of full-time experience in the oversight and direction of an agency program; or in strategic planning and policy development and implementation, three years of which must have been in an administrative management or supervisory capacity.
- Relevant academic credits may be applied toward experience qualifications for this position.
- One year of full-time in-service TWC experience classified as a Director I with regular status will satisfy the minimum qualifications.
YOU ARE A GREAT FIT WITH:
- Experience as Supervisor within the Appeals Department.
- Experience as a Hearings Officer within the Appeals Department. 
- Demonstrated experience with special projects in the Appeals Department as RPI practitioner.
- Case processor experience.
- Experience implementing and analyzing policy initiatives to ensure conformity with DOL Regulations.
- Texas State Bar Card.
YOU GAIN:
- A Family Friendly Certified Workplace.  
- Competitive salary: $8,354.17/month ($100,250/year)
- Defined Retirement Benefit Plan 
- Optional 401(k) and 457 accounts 
- Medical Insurance 
- Paid time off, including time for vacation, sick and family care leave 
- Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.  
VETERANS:
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf. 

HOW TO APPLY: 
To be considered, please complete an Application for Employment and apply on Taleo. TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.