Archived listing. The details below describe a past opening.
Job Description and Duties THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE. The Disability Insurance Branch (DIB) is looking for a forward-thinking, passionate, detail-oriented leader to join our Command Center Division as the Customer Experience Unit II Manager. The DIB administers the State Disability Insurance program, which includes Disability Insurance, Paid Family Leave, Non-Industrial Disability Insurance for state employees, and voluntary plans. The program covers 18 million workers, and provides financial stability to workers and their families in times of need. We strive to deliver timely benefit payments and quality service to all of our customers. The Customer Experience Unit II Manager plays a vital role in supporting DIB management by leading a team of analysts to review data across all DI Branch channels and touch points. The unit utilizes Customer Experience and Human -Centered Design methodologies to recommend improvements in performance and create the best possible experiences for employees and customers. Will consider candidates from all parts of California. The candidate will be required to live in California and report to the nearest DIB office for their in-office days. This position is headquartered in the Central Office in Sacramento and may be eligible for telework under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telework. Travel expenses to and from the assigned headquarters are the responsibility of the employee. This position is headquartered at the New Labor Agency Building (NLAB), a newly remodeled high-rise building. Located in the heart of Downtown Sacramento and in close proximity of the State Capitol and the Golden1 Center, this beautiful and modern building provides the following amenities: Break areas, wellness/lactation rooms, coffee points, a fitness center with private showers, a Career Center for EDD Employees, a micro market, building-wide WiFi, an outdoor terrace, bike storage, nearby public transit options, and much more. Apply today for the opportunity to work in this state-of-the-art building! Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website. You will find additional information about the job in the Duty Statement. Working Conditions Visa Sponsorship This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment. Opportunity to telework. Minimum Requirements You will find the Minimum Requirements in the Class Specification.
- SUPERVISOR I Additional Documents
- Job Application Package Checklist
- Duty Statement Department Information The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.
Department Website:
http://www.edd.ca.gov Special Requirements Application (STD 678) is Required. Resumes and/or Cover Letters DO NOT take the place of the STD 678. A application received without duties listed on the STD 678 will not receive further consideration and may be excluded from the hiring process. It is strongly encouraged to apply through your CalCareer Account at www.calcareers.ca.gov. Please only submit ONE application. Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing. If you are unable to apply electronically through your CalCareer account, please mail a completed and signed State Examination/Employment Application STD Form 678 and application package to the mailing address provided in the “Application Instructions’ section below and ensure the following:
- Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678.
- Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678.
- Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678. This page is for examination use only.
- Do not include your full Social Security Number on your documents and/or do not provide any LEAP information. Examination/Assessment If selected for hire, you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired. Click the examination link below for more information and to take the exam:
SUPERVISOR I
For more information about the State hiring process, click here. To watch tutorials on how to apply for a State job, click here. Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
- Knowledge of and experience in Human-Centered Design methodologies.
- Self-motivated with strong organizational skills, ability to multi-task and effectively manage multiple priorities with flexibility to change priorities as needed.
- Proficient in Microsoft Office; Word, Excel, Outlook and PowerPoint.
- Strong interpersonal, analytical, and organizational skills.
- Ability to handle sensitive and confidential assignments with tact and diplomacy.
- Ability to establish and maintain cooperative working relationships with staff and management of all levels.
- Ability to communicate effectively and confidentially, both orally and in writing. Ability to prepare correspondence independently, or review and edit correspondence for others.
- Detail-oriented with an eye for accuracy and precision.
- Demonstrated commitment to personal growth by taking initiative.
- Ability to model the EDD's core values - one team, integrity and ownership, care, respect and inclusion, communication and trust, and fiscal stewardship
- Punctual and reliable.
Benefits
Benefit information can be found on the CalHR website, www.calhr.ca.gov, and the CalPERS website, www.calpers.ca.gov. Statement of Qualifications Requirements A Statement of Qualifications (SOQ) is required. The SOQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing. The SOQ is not a resume or cover letter. Resumes and/or Cover Letters do not take the place of an SOQ. Applications without the inclusion of an SOQ will be regarded as incomplete and will be removed from further consideration in the hiring process. The SOQ must be a narrative addressing the question listed below. Candidates who do not respond to the specific prompt will NOT be considered for this position. The SOQ must be no longer than one page, single-spaced and size 12 Arial font. Include your first and last name with the Job Control (JC) number at the top of the page. SOQ PROMPT: Describe how you would use your related experience to fulfill the position of Supervisor I over the Customer Experience Unit II as described in the duty statement. Background Investigation Requirement The position(s) may require an applicant to pass a background investigation. However, applicants will not be asked to provide information about a conviction history unless they receive a conditional offer of employment. The department will make an individualized assessment of whether the conviction history has a direct or adverse relationship with the specific duties of the job and the work performed by the department. The department will consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency, nature and seriousness, and age at the time of the offense(s). The investigation will consist of completion of a personal history statement and fingerprinting checks with the Federal Bureau of Investigation, Department of Justice, and/or local law enforcement agencies. Anyone failing to pass the background investigation will be provided information on how to appeal the process. A criminal conviction may not result in an automatic determination of "Not Qualified."
ADDITIONAL DEPARTMENT INFORMATION
The Employment Development Department may require a new probation in accordance with applicable probationary period rules. Click on the link to complete the Employment Development Department Recruitment Survey: EDD Recruitment Survey Merit System Principles Information regarding Merit System Principles provided to public employees by the State Civil Service Act can be found on the CalHR website at https://www.calhr.ca.gov/Training/Pages/performance-management-merit-system-principles.aspx