Job Posting Title

TRC Process Manager

Agency

695 OKLAHOMA TAX COMMISSION

Supervisory Organization

Division Directors

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is 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

TRC Process Manager

Salary - $89.640

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.

JOB SUMMARY

The Process 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.

DUTIES AND 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.

• Coordinate and assign process-related tasks and deliverables to key stakeholders, including Subject Matter Experts (SMEs), supervisors, and project team members, ensuring accountability and timely completion.

• Review and evaluate process documentation, workflows, scenarios, and related deliverables to ensure accuracy, consistency, and alignment with business objectives; provide constructive feedback and recommendations for improvement.

• Develop, facilitate, and deliver training programs and supporting materials to prepare employees for the implementation and adoption of new or revised processes.

• Collaborate with cross-functional teams to support process design, validation, rollout, and continuous improvement initiatives.

• Work closely with the Director and executive team 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.

• 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.

• 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.

• Develop, 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. 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.

• Perform other duties as assigned.

COMPLEXITY OF KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of

• Expertise in process improvement methodologies such as Lean, Six Sigma, or similar frameworks.
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau) and process mapping software (e.g., Visio, Lucidchart).
• A customer-focused mindset with a passion for improving taxpayer experiences.

 

Skills in:

• 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.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Navigate, interpret and liaise between the business and development teams

 

Ability to:

• Managing deliverables and holding development teams accountable to deliverables as needed.
• 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.

MINIMUM QUALIFICATIONS

Education and Experience requirements at this level consist of:

• 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.

• And experience working on cross-functional teams to deliver measurable improvements.

• Or an equivalent combination of education and experience.

PREFERRED QUALIFICATIONS

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

• Lean Six Sigma certification.

PHYSICAL DEMANDS

Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Ability to see and read a computer screen and printed material with or without vision aids. Ability to hear and understand speech at normal levels, with or without aids. Ability to communicate clearly. Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach. Duties are normally performed in an office environment with a moderate noise level.

 

SPECIAL REQUIREMENTS

Travel may be required for this position. Applicants may need to have reliable transportation and be willing and able to perform all job-related travel. Possession and maintenance of a valid Oklahoma State Driver’s License is also required.

A willingness to work additional hours, including overtime, during peak periods of the tax season to meet deadlines and ensure timely completion of tasks.

Oklahoma Tax Commission’s normal work hours are Monday through Friday, 7:30am to 4:30pm.  This schedule may require minor flexibility based on the needs of the agency.

 

The primary work location will be on-site at the Oklahoma Tax Commission. Occasionally, telework may be requested based on the needs of the agency, division, and section.  If applicable, applicant must be willing and able to work on-site with occasional telework at an off-site location, generally in the applicant’s home.  To work remotely, an applicant must have a secure internet connection and a dedicated telephone (landline) or smart phone device during scheduled working hours.

This position has access to Federal Tax Information (FTI) and is required to uphold the strictest standards of confidentiality as an essential part of its job responsibilities. This includes safeguarding all tax information obtained from records, files, tax returns, and departmental investigations, whether in paper, electronic, or verbal form.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

All offers of employment will be contingent upon successful completion of a fingerprint-based background check, reference check and federal and state tax compliance check.

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.

If you are needing any extra assistance or have any questions relating to a job you have applied for, please click the link below and find the agency for which you applied for additional information:

Agency Contact