Comptroller - ESA Program Operations Specialist

ABOUT THE DIVISION

General description:

We are looking to hire a Program Operations Specialist to help support the new Texas Education Freedom Accounts (TEFA) program created by Senate Bill 2, 89th Legislative Session, under the direction of the program manager of the ESA division. Work involves supporting program activities by monitoring customer service practices of external vendor, identifying and recommending improvements to enhance overall customer experience, and assisting in managing complex operational issues and process improvement.

Collaborates with TEFA staff to monitor vendor performance regarding customer service and to improve communications. Tracks requests for assistance from initial intake through resolution to ensure consistent, timely, and effective responses. Serves as a point of contact with legislators and legislative staff to address constituent issues related to the TEFA program. Assists in preparation of materials and reports for internal and external audiences related to TEFA, with particular emphasis on customer service and issue resolution within program operations.

The ideal candidate will be enthusiastic about contributing to the successful launch of the program, demonstrate policy and program knowledge, and be ready to contribute immediately in a fast‑paced environment.

8 a.m. to 5 p.m., Monday through Friday, 40 hours. Weekend and/or late‑evening work may be required. Actual work hours may change based on business need. Must be able to work flexible hours during legislative sessions and as needed. The position may be eligible for a flexible/hybrid work schedule if certain conditions are met; working arrangements may change at any time as business necessitates.

• Graduation from an accredited four‑year college or university with a bachelor’s degree in business, government, public policy, public administration or a related field.
• Three (3) years of experience in public policy, government affairs, or communications.
• Three (3) years of experience working in constituent communications, project management, or program analysis.

• Familiarity with the Texas Legislature and the legislative process.
• Knowledge of the Texas Education Freedom Accounts program and/or similar programs in other states.

One (1) additional year of full‑time work experience in public policy, government affairs, or communications may substitute for thirty (30) semester hours of required education with a maximum substitution of 120 semester hours (four years).

A valid Texas (or state of residency) driver’s license and a satisfactory driving record are a condition of employment. Applicants offered an interview must present the following documents at or before the interview: A state issued driving record for the last 36 months, valid Texas driver’s license (or state of residency driver’s license) and current proof of automobile insurance.

• Monitors customer service practices of external vendors and recommends improvements to enhance overall customer experience.
• Collaborates with program and agency staff in determining trends and implementing improvements to resolve customer problems/questions.
• Identifies program and operational improvements to mitigate escalations.
• Emphasizes customer service quality and issue resolution within overall program operations, not just individual cases.
• Conducts training and provides guidance to communications and marketing staff to ensure external communications are designed to support and improve operations.
• Serves as a point of contact for legislative offices to elevate constituent questions related to the TEFA program.
• Provides customer service support for issues escalated to the office, beyond routine inquiries.
• Assists program and agency staff with communications to legislative offices on customer service and program operations.
• Manages and tracks Comptroller response for customer service requests that come to the Comptroller and agency staff.
• Tracks requests for assistance from initial intake through resolution to ensure timely and effective responses.
• Maintains…