• Assist in the training process • Ensure that every agent is: well prepared for their calls, understands & complies with all call center objectives, performance standards, and policies • Support & provide guidance to agents after training by monitoring their progress, answering their questions, and ensuring they understand and meet expectations • Provide ongoing coaching opportunities and inspiration to agents • Foster a positive and motivated work environment, promoting teamwork, and continuous improvement • Identify operational issues and suggest possible solutions • Prepare reports and analyze data to assist management • Work with other supervisors and members of the management team • Assist in the formulation of targets for individuals and teams • Measure performance with key metrics • Keep management informed on issues and problems • Prepare monthly/annual results and performance reports • Perform other duties as assigned

Role Description WSDOT is seeking a motivated and experienced Transportation Planning Specialist 5 to serve as the Climate Operations Lead in Olympia, WA. In this critical part-time role, the Climate Operations Lead will direct the administrative operations of the agency’s climate program, serving as the expert on budget and legislative matters for the Climate Mitigation and Adaptation Branch. The incumbent will coordinate statewide climate resiliency planning efforts, provide backup support to the Branch Manager, and lead procurement and contracting activities. Additionally, this position will independently manage the branch budget, ensuring fiscal accountability and alignment with agency priorities. Among the varied range of responsibilities held within this role, the Climate Operations Lead will: - Develop budget and legislative requests for climate activities. - Lead collaboration across divisions to ensure climate related decision packages and budget requests are coordinated. - Scope programmatic needs and draft budget requests. - Develop staffing and funding requests to ensure that WSDOT can meet compliance requirements. - Draft agency request legislation. - Prepare bill analysis and fiscal notes on proposed legislation. - Support agency compliance with the Climate Commitment Act, Clean Fuels Standard, alternative fuel programs, HEAL Act, and other requirements. - Independently coordinate required agency climate resiliency planning efforts. Qualifications - Budget Development & Fiscal Analysis: Ability to independently develop, justify, manage, and monitor complex program budgets and fiscal notes. - Contracting & Procurement Management: Experience leading end-to-end procurement processes, including solicitation development, evaluation, negotiation, and contract administration. - Legislative & Policy Analysis: Skill in analyzing legislation and policy proposals and translating them into operational and budgetary impacts. - Project & Program Management: Skill in scoping, planning, coordinating, and delivering complex, multi-stakeholder projects. - Climate Resilience & Mitigation Program Knowledge: Applied understanding of climate mitigation/adaptation policies, requirements, or strategies relevant to transportation. - Stakeholder Engagement & Collaboration: Demonstrated ability to build consensus, coordinate across diverse groups, and maintain productive partnerships. - Communication: Ability to clearly communicate complex information in writing, verbally, and in presentations tailored to diverse audiences. - Analytical & Critical Thinking: Ability to evaluate data, identify patterns, assess program impacts, and provide evidence-based recommendations. - Strategic Planning & Systems Thinking: Ability to identify operational gaps and propose improvements aligned with agency climate goals. - Digital & Data Tools Proficiency: Ability to use standard tools (e.g., Excel, Word, PowerPoint, Adobe Acrobat) to analyze data, produce documentation, and track budgets/contracts. - Equity & Inclusive Practices: Ability to apply equity principles (including HEAL Act requirements) to budgeting, procurement, planning, and engagement. - Independent Decision-Making & Work Management: Ability to manage independent workstreams, prioritize tasks, and make decisions aligned with program requirements. - Growth Mindset: Actively demonstrates a commitment to learning and growth. - Service-Oriented: Takes action to meet the needs of others. Requirements - In-depth Transportation & Climate Policy Expertise: Experience applying federal and state climate policies (CCA, CFS, PROTECT, SEEP, HEAL Act) within a transportation agency context. - Experience as Lead Staff or Team Coordinator: Experience guiding the work of others, coordinating review teams, or leading collaborative initiatives. - Advanced Procurement & Contracting Knowledge: Experience specifically with state (WA) and federal procurement laws and consultant contracting. - Advanced Project Management Training or Certification Examples: Project Management Professional (PMP) Lean training. Other recognized project management methodologies. - Reconciling Complex or Divergent Information: Experience synthesizing technical, budgetary, and policy information into unified recommendations or planning documents. - Transportation Planning or Climate Resilience Programs: Direct experience working within a DOT or similar transportation/environmental agency. Benefits - Work-Life Balance: We offer flexible work schedules that allow you time for your life outside of this excellent opportunity. - Paid Leave: In addition to 12 paid holidays, full-time employees may earn up to 25 paid vacation days per year! - Tuition Assistance: Permanent employees have several options for assistance with education expenses, including tuition reimbursement programs, government discounts at participating colleges throughout the state, and eligibility for federal student loan forgiveness. - Plan For Your Future: WSDOT offers a comprehensive benefits package that includes a variety of healthcare options. Employees also have a choice of state retirement programs, and much more.

• Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals. • Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations. • Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes. • Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors. • Translate business needs into technical requirements and ensure the voice of the customer is represented. • Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction. • Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements. • Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance. • Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge. • Implement governance models, feedback loops, and continuous improvement processes.

• The Programmatic Ad Ops Specialist is responsible for supporting the execution and performance of programmatic within their book of business, working hand in hand with the lead Strategist on their accounts. • They are actively involved in supporting trafficking, reporting, optimizations, and execution of programmatic deliverables. • Manage the monthly upkeep and logistical support of the Testing Roadmap for structured account experimentation.