Working Title –Licensing Program Manager

Classification –WMS Band 3

Job Status –Full-Time/Permanent

WDFW Program –IT Services Program-Licensing

Duty Station –Olympia, Washington – Thurston County

Remote Employment– This position may include telework options up to 2 days per week, at the discretion of the hiring manager.

Posting Timeframe -This recruitment is scheduled to be posted until September 23, 2025. Application review is ongoing, submit your application materials as soon as possible, this recruitment may be closed at any time.

We’re seeking a Licensing Division Manager to lead our Licensing Division within the Information Technology Services Program.

This position is at the heart of how we connect with the public, overseeing license sales for recreational, commercial, scientific, and wildlife opportunities across the state.

The Licensing Division Manager plays a vital role in implementing agency policy, ensuring compliance with state laws, and supporting enforcement activities tied to license sales and use.

You’ll oversee a team of 35–45 staff, manage complex business processes, and make sure customers, contractors, and internal staff understand and meet all requirements and timelines.

This position requires a forward-thinking leader who can anticipate challenges, guide operations, and keep our licensing systems strong and reliable. Your work will directly support the agency’s mission in revenue collection, harvest management, species management, and public service.

What to Expect

Among the varied range of responsibilities held within this role, the Licensing Program Manager will,

Assist the Executive Management Team in the establishment of agency strategic direction, identification of and solutions to emerging policy issues, recommend business strategies and deployment of revenue enhancing initiatives.
Lead work efforts with agency programs to create strategic initiatives that will optimize agency revenues.
Create and maintain performance objectives and measures that demonstrate improvement to customer service and from a systems perspective achieve a stable customer service environment.
Develop and maintain systems consistent with contemporary e-commerce practices to serve the over one million customers.
Develop and keep current a revenue forecast model that lends consistency and credibility to WDFW within the agency and with external stakeholders including the public, OFM and the Legislature.
Create systems and perform duties needed to record, collect through counter sales and ACH transfer from dealers and regions, reconcile, report and address State Auditor concerns for the recreational and commercial license and related product sales in accordance with GAAP, Treasury, and OFM requirements.
The Licensing Division Manager is a strategic partner in the award and extend contracts, assess, and settle on liquidated damages, determine the services and performance expectations in order to optimize agency revenue and provide reliable services to agency customers.
Manages agency call center staff and outsource backup call center for redundancy, disaster recovery, and overflow.
Responsible for managing and implementing resolution to system defects and prioritizing modifications to the automated licensing system. Technical support is provided to 600 dealers, agency staff, and to the public.

WORKING CONDITIONS:

Work Setting, including hazards: Work is performed almost exclusively in an office environment.

Schedule: Work is performed at an executive management level, with wide variation in demands for schedule flexibility and the need to work extra hours.

Travel Requirements: Some travel is required, and is typically local or regional, to meet with field staff, or to attend or provide trainings.

Qualifications:

Required Qualifications:

Please Note: Experience listed below may be gained concurrently.

Additional qualifying experience may substitute for education

Education

A bachelor’s degree in business administration, information technology, computer science, economics, or a related field or equivalent vocational education.

And

At least 5 years of professional experience in finance, retail management, business administration, or government licensing.

Leadership and Team Management

At least 5 years of supervisory or management experience, including oversight of teams of 10 or more in a customer service or public-facing operational setting, preferably in high-volume or regulated environments.

Demonstrated ability to:

Lead professional staff in licensing, regulatory, or customer service environments
Coach, mentor, and manage performance with a focus on accountability, resilience, and alignment to agency values.
Lead with empathy and professionalism, supporting equitable access to services.
Navigate escalated customer issues, public complaints, and media-sensitive situations using sound judgment.

Program, Contract, or Project Oversight

Candidates must meet one of the following Options A or B.

A. Contract Management Option

At least 5 years of progressive experience in contract management, procurement, or vendor oversight in a government or regulated environment.

Demonstrated ability to:

Develop, negotiate, execute, and monitor complex contracts (including performance-based and interagency agreements).
Ensure alignment of contractual obligations with program goals, timelines, budgets, and legal requirements.
Navigate Washington State procurement rules, competitive bidding, and compliance monitoring.

B. Project Management Option

At least5 years of experience leading complex, cross-functional projects involving diverse stakeholders.

Proven ability to:

Develop project scopes, schedules, resource plans, and risk mitigation strategies.
Apply project management methodologies (such as PMBOK, Agile, or Lean) to deliver results on time and within budget.
Use project management software to coordinate teams, track progress, and report outcomes.

Communication and Analytical Skills.

Ability to analyze data, contracts, and operational performance to inform decisions and make strategic recommendations.
Excellent written and verbal communication skills, with the ability to:
Represent the program or agency in meetings, briefings, or negotiations.
Translate technical or policy information into clear, actionable guidance for internal and external audiences.

Preferred Qualifications:

In addition to the requiredqualifications, our ideal applicant will possess some or all the following:

A master’s degree in business administration (MBA) or a related graduate degree.
Professional certifications such as:
Project Management Professional (PMP)
Certified Public Manager (CPM)
Certified Purchasing Manager (CPM or CPO)
5 years of experience in:
Financial management
Service contract management (including at least 3 years with technology contracts)
Creating and managing web-based e-commerce and accounting systems
Supervising call center or service staff (teams of 8 or more)

Your application should include the following:

A completed online application showcasing how your qualifications align with the job requirements.
An up-to-date resume.
A cover letter detailing your interest in the position, your relevant skills and experience, and why you are the ideal candidate.
At least three professional references with current contact information.

Supplemental Information

In addition to pay and other special employee programs, there are other benefits that WDFW employees may be eligible for. Click the “Benefits” tab at the top of this announcement to learn more.

Important Note:

All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

Veteran and Military Spouse Preference Notice:

Per RCW 73.16.010 Veterans and qualifying spouses of active-duty military personnel who meet the minimum qualifications of a position are eligible for preference during the initial application review stage. To receive this benefit, please do the following:

Notify us of your veteran or military spouse status by email atValerie.rogers@dfw.wa.gov.
Veterans only – Attach a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter.
Please redact any PII (personally identifiable information) data such as social security numbers.
Subject line must include recruitment number, position, and spouse/veteran (example: 2025-1234 – Biologist 1 – Veteran)
Include your name as it appears on your application in careers.wa.gov.

Diversity, Equity, and Inclusion Employer

As part of WDFW’s efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully. All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.

The Department of Fish and Wildlife is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply.

Request an accommodation: Persons needing accommodation in the application process or this announcement in an alternative format please contact Jayme Chase by phone 360-902-2278 or email Jayme.Chase@dfw.wa.gov, or the Telecommunications Device for the Deaf (TDD) at 800-833-6388.

Technical Difficulties: If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or support@neogov.com.

Other questions: If you have other questions regarding this position, please reach out to valerie.rogers@dfw.wa.govand reference job #2025-05423.

Washington Department of Fish and Wildlife

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