Manager, Continuous Improvement Team

Job Description

The Department of Unemployment Assistance (DUA) offers assistance with helping unemployed workers during a temporary period of unemployment while connecting unemployed workers with resources for reemployment.

The Manager of the Continuous Improvement Team will focus on identifying areas of improvement to drive better outcomes across all DUA business operations units. Ongoing efforts include fostering collaboration amongst various units, and ensuring our internal processes are efficient, effective, and responsive to the needs of both our workforce and our customers. The incumbent in this role will diplomatically manage expectations, build trust and engagement through regular communication, set deadlines and track progress, including team member contributions and their reports on status. Duties include:

• Creating, implementing, and enforcing policies and procedures to establish clear expectations and guidelines for the unit; assessing the needs of units and making recommendations to senior management.
• Defining and communicating roles, responsibilities, and task priorities for staff within all business units to achieve increased productivity and high quality work.
• Identifying skill gaps and providing coaching and training support to equip staff with the tools and knowledge needed to be successful in their roles.
• Monitoring project timelines to recommend improvement initiatives, deliverables, and success indicators.

Preferred Qualifications:

• Knowledge of Massachusetts Unemployment Insurance (UI) and familiarity with DUA's mission.
• Minimum of 3-4 years' supervisory or management experience.
• Ability to make decisions and recommendations independently.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Client-provided location(s): Boston, MA

Job ID: Commonwealth_of_Massachusetts-250007TQ

Employment Type: FULL_TIME

Posted: 2025-11-14T18:35:29