Salary: $88,211.00 - $120,090.00 Annually
Location : Thurston County - Lacey, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number:Department: Dept. of Social and Health Services
Division: HCLA
Opening Date: 07/09/2026
Closing Date: 7/15/2026 11:59 PM Pacific
DescriptionField Operations Manager - WA Cares Fund Benefits & Customer Care UnitYou will help shape how Washingtonians experience this long-term care social insurance program. As part of the (HCLA) WA Cares team, you will guide statewide operations that help people understand and access their earned long-term care benefit. You will support hybrid teams across the Benefits and Customer Care (BCC) workstreams-including the contact center, centralized intake, operations, and the Imaging Unit-ensuring that staff have clear guidance, steady communication, and the tools they need to deliver consistent service.
You will be a connector across teams, translating legislative direction and program strategy into day-to-day operational practices. You will help staff navigate change, strengthen coordination with partner agencies, and support the rollout of new initiatives in a program that is continually evolving. Your work will influence how the program grows, how staff stay informed, and how people across Washington receive timely and accurate support.
Within your first six months, you will get to know the people, workflows, and rhythm of the program. You will become comfortable with the role, take ownership of your work, and build trust with staff and partners. You will begin shaping communication pathways, strengthening operational alignment, and supporting teams as they adapt to new processes in a fast-moving environment.
Some of what you will do- Provide statewide operational coordination for BCC teams, ensuring consistent service delivery across hybrid work environments.
- Translate policy direction and program updates into clear operational guidance for supervisors and frontline staff.
- Lead change-readiness efforts by anticipating staff questions, developing communication tools, and supporting smooth implementation of new initiatives.
- Coordinate with training, quality assurance, administrative support, and partner agencies to align workflows and service delivery expectations.
- Supervise the Imaging Unit Supervisor and BCC Office Manager, supporting coaching, performance expectations, and professional development.
- Guide language access efforts to support equitable access to WA Cares services.
- Use program data and operational trends to inform decision-making, identify improvement opportunities, and support process refinement.
- Maintain feedback systems that help staff share insights, surface barriers, and strengthen engagement.
This Washington Management Services 2 (WMS2) role offers hybrid telework within the south Puget Sound, with regular in-person work in Lacey and Olympia and occasional travel elsewhere. More information about work expectations will be provided during the interview process.
Who should applyExperience supporting service-delivery operations, preferably in large-scale or contact-center environments, along with demonstrated skill in guiding teams, coordinating across workstreams, and supporting staff in hybrid or remote settings, totaling nine years, is expected.
Comfortable working independently, elevating issues early, and helping teams navigate change is essential.
Skills you bring:
- Knowledge of organizational change management principles.
- Ability to use research, data, and evaluation to inform decisions, resolve issues, and support policy development.
- Experience coordinating with broad community and agency groups to gather input and work cooperatively.
- Advanced oral and written communication skills.
- Ability to manage multiple projects and meet administrative deadlines.
- Knowledge of long-term services and supports, including principles of long-term care insurance programs.
- Experience leading large-scale contact-center operations and supporting hybrid or remote teams with accountability and engagement.
- Experience interpreting statutes and regulations and shaping operational procedures, with familiarity in aging-network systems, Medicaid-related programs, or HCLA systems.
DSHS partners with people to access support, care, and resources. If you are ready to use your skills to help shape statewide operations for a first-in-the-nation program, we welcome your application.
Questions? Please contact the Recruiter Jenny at or 360-725-5810 and reference #05469. Learn more about
