Job Code Pay Scale Group Pay Scale Type Bargaining Unit Civil Service or Non-Civil Service Last Executive Board Change Executive Board Change History
08102 10 ST A3 N 804-03 04/04/2023


JOB CODE: 08102

SERIES NATURE OF WORK: The Agency Director of Strategic Operations job series describes work in managing the continuous process improvement and business transformation program for an agency.

DEFINITION: This is responsible professional and administrative work overseeing, steering, and facilitating the long and short-term incorporation of continuous process improvement and business transformation into the agency’s functions.

An employee in this job is responsible for managing an agency’s continuous process improvement, business transformation, and strategic planning functions to enhance customer service, create process effectiveness and efficiencies, and identify cost savings. Work involves developing and implementing a continuous process improvement program using lean management methodologies, identifying and evaluating areas for improvement, recommending policy and process changes necessary to support improvements, leading teams and workgroups engaged in identifying process improvements and policy changes, tracking and monitoring projects and metrics, developing and training employees on methodologies, and serving as an agency representative to communicate efforts and successes. Work includes communicating and collaborating with all levels of agency leadership and staff to effectively implement and support process improvements. Work may involve the supervision of a small staff. Work is under the general direction of the agency secretary or deputy secretary, with a dual reporting relationship to the Governor’s Office of Performance Through Excellence, who evaluate work based on timeliness, responsiveness, and effectiveness of results.


• This job is distinguished from the Agency Director of Strategic Operations 1 job based on the complexity of the agency’s improvement projects and initiatives, including their level of visibility, sensitivity, and impact on significant commonwealth operations; or the supervision of staff that includes a position at PSG 09.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Develops, administers, manages, and implements an agency-wide continuous process improvement and business transformation program using lean management methodologies.

• Oversees and facilitates strategic planning for agency functions.

• Develops policies to implement the continuous process improvement program within the agency.

• Collaborates with leadership to conduct policy reviews and identify policies and processes where operational efficiencies, customer service improvements, or cost savings could be gained.

• Develops and recommends policy changes necessary to implement improvements.

• Evaluates agency wide and program specific processes to identify targets for improvements.

• Develops training materials and trains agency staff to ensure that teams and individuals have the tools, resources, and instructional materials needed for success.

• Fosters a culture of innovation and collaboration across the agency.

• Identifies improvement projects and sets project priorities, parameters, expectations, and outcomes; manages improvement projects to ensure success.

• Develops and leads teams or groups to address inefficient processes identified in the agency.

• Monitors, tracks, and reports on project progress and deadlines, program metrics and dashboards, and sustainability of improvements.

• Directs the development of corrective action plans to address where procedures, goals, and operational targets are not being met.

• Develops and deploys a communications strategy to convey agency improvement efforts and successes.

• Communicates and collaborates to share best practices and innovation strategies.

• Performs the full range of supervisory duties.

• An employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.


• Knowledge of the principles and practices of process improvement methodologies.

• Knowledge of the principles and practices of strategic planning.

• Ability to read and interpret policies, procedures, regulations, and technical documentation.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

FULL PERFORMANCE KNOWLEDGES, SKILLS, AND ABILITIES: (NOTE: These are expected of an employee performing the work of this job at the full performance level. These will not be evaluated by the State Civil Service Commission or used for Civil Service examination purposes and are not position-specific performance standards.)

• Ability to lead teams.

• Ability to prioritize projects.

• Ability to negotiate with a variety of parties and effectively resolve conflicts.

• Ability to conduct reviews of programs and processes, identify problems, devise solutions, and measure performance against stated goals and objectives.

• Ability to develop and modify policies and procedures that support agency programs and operations.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• Five years of professional experience in business process analysis, strategic or program planning, business process improvement, change management, project management, program evaluation and analysis, or related work, and a bachelor’s degree;


• An equivalent combination of experience and training.