Job Posting Title

TRC Process Manager

Agency

695 OKLAHOMA TAX COMMISSION

Supervisory Organization

Division Directors

Job Posting End Date (Continuous if Blank)

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

Job Description

Taxpayer Resource Center Process Manager

Salary Range- $70,000.00- $80,000.00

Why you’ll love it here!

TRANSPARENCY. FAIRNESS. COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service.Check out our About Us page to learn why we are passionate about tax compliance and believe it is the career for you!

There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees:

• Generous state-paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
• 11 paid holidays a year.
• Paid Maternity leave for eligible employees.
• Employee discounts with a variety of companies and venders.
• A Longevity Bonus for years of service.

GENERAL FUNCTION

The Process Improvement Manager at the Oklahoma Tax Commission plays a critical role in enhancing operational efficiency and taxpayer satisfaction through continuous process improvement initiatives. This individual contributor role collaborates closely with the Taxpayer Resource Center Director and Service Managers, as well as partners cross-functionally with other agency and division teams. Their primary focus is to identify, design, and implement strategies that streamline workflows, improve service delivery, and foster a customer-first mindset. The role emphasizes analytical problem-solving, strategic planning, and the ability to influence organizational change without direct supervisory responsibilities.

Key Responsibilities:

• Process Optimization: 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 Lean, Six Sigma, or other process improvement methodologies to design and execute projects.
• Collaboration and Cross-Functional Engagement: Work closely with the Service Managers 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.
• Data-Driven Decision Making: 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.
• Customer-First Mindset: 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.
• Strategic Planning and Implementation: Develop 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.
• Change Management: 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.

Required Skills & Qualifications:

• Expertise in process improvement methodologies such as Lean, Six Sigma, or similar frameworks.
• 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.
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau) and process mapping software (e.g., Visio, Lucidchart).
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.

• A customer-focused mindset with a passion for improving taxpayer experiences.
• High level of initiative and self-motivation, with the ability to work independently and drive projects to completion.
• Adaptability and resilience in navigating organizational challenges and changing priorities.
• A detail-oriented and results-driven approach to problem-solving.

Education & Experience:

• A bachelor’s degree in business administration, public administration, organizational development, or a related field is required. A master’s degree is preferred.

• A minimum of 5 years of experience in process improvement, operational analysis, or a related field within a customer service or government setting.
• Proven experience working on cross-functional teams to deliver measurable improvements.

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 of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.