Employer Resolution Team Manager (Henrico)

Title: Employer Resolution Team Manager (Henrico)

State Role Title: Prog Admin Manager I

Hiring Range: $65,000 - $75,000

Pay Band: 4

Agency: Virginia Employment Commission

Location: VEC CENTRAL OFFICE

Agency Website: www.VEC.virginia.gov

Recruitment Type: General Public - G

Job Duties

Join us as the Employer Resolution Team Manager and lead a high‑impact team at the center of solving Virginia employers' most important and complex Unemployment Insurance challenges. In this role, you'll guide a dedicated group of resolution specialists, energize daily operations, and personally tackle high‑priority cases that require sharp judgment and cross‑division collaboration. You'll be the go‑to expert for employers seeking clarity, accuracy, and confident support while helping shape a service culture rooted in responsiveness, problem‑solving, and professionalism.

Beyond leading the team, you'll drive improvements that make a real difference-refining processes, analyzing trends, elevating the employer experience, and strengthening relationships with payroll partners, employer associations, and high‑volume businesses. This role blends leadership, technical expertise, and strategic insight, giving you the opportunity to influence agency workflows, contribute to system modernization, and support mission‑critical operations. If you thrive in fast‑paced environments, enjoy tackling complex issues, and want to make a meaningful impact for employers across Virginia, this is your chance to lead with purpose.

Join the Virginia Employment Commission (VEC) and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia's Unemployment Insurance (UI) benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.

We offer paid leave; a minimum of 13 paid state holidays per year; medical, dental, vision, and life insurance options; retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer.

If you're motivated by public service, continuous improvement, and meaningful work that supports opportunity for all, the VEC is a place where your contributions matter!

Minimum Qualifications

• Strong understanding of employer‑side Unemployment Insurance (UI) processes, including wage and charge issues, tax and contribution concepts, account corrections, compliance requirements, and appeals or adjustment workflows.
• Knowledge of the Virginia Unemployment Insurance System (VUIS) or another state unemployment insurance system, employer account systems, web‑based upload tools, and employer self‑service platforms, along with familiarity in case management workflows, escalation practices, and documentation standards.
• Advanced analytical skill in diagnosing systemic issues, account discrepancies, and multi‑step employer concerns, paired with effective written and verbal communication for explaining technical concepts clearly to employers and internal partners.
• Demonstrated strong customer service, dispute resolution, and/or claims analysis experience.
• Skill in supervisory coaching, conflict resolution, performance management, and organizing work by planning, prioritizing, and balancing responsibilities across multiple channels.
• Experience with leading teams in fast‑paced, high‑volume environments that require sound judgment and consistent, timely decisions, as well as developing staff, improving workflows, and maintaining consistency and quality in operational outcomes.
• Experience with resolving complex employer issues involving multiple divisions or technical systems.
• Experience with interpreting regulations, applying judgment, and appropriately escalating matters based on policy, risk, or procedural needs.
• Experience with building productive relationships with employers, internal divisions, and external business partners.

Additional Considerations

• Prior experience supervising an escalation or employer-issue resolution unit.
• Experience with VUIS, VEC tax/charging systems, or employer account management or equivalent experience from another state.
• Experience working in unemployment insurance, tax compliance, payroll operations, or related regulatory fields.
• Experience managing performance metrics and developing operational SOPs.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

The Virginia Employment Commission is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

• The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.
• Applications for this position must be submitted electronically through this website. Mailed, emailed, faxed, or hand delivered applications and résumés will not be accepted.
• Applications are not accepted after the recruitment closing date.
• Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.
• Consideration for an interview is based solely on the information within the application (and/or resume). You must ensure your application/resume includes the scope of your experience, knowledge, skills, and abilities as it relates to the position you are applying for. Information not stated will not be assumed.
• This website will provide a confirmation of receipt when the application is submitted for consideration.
• For the status of your application and this position, please refer to your PageUp / Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.
• Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.

The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

NOTICE: VEC will record information from each new employee's Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Contact Information

Name: VEC Human Resources / Recruitment

Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.

Email: Careers@vec.virginia.gov for recruitment related questions. Emailed applications, resumes, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.