COMMERCE PROGRAM SUPERVISOR/EXPERT

Date: Oct 13, 2025

Req ID: 53543

Location:

LITTLE ROCK, AR, US, 72202

Category: DEPT OF WORKFORCE SERVICES

Anticipated Starting Salary: $63,085.98

Position Summary

The Commerce Program Supervisor/ Expert position is responsible for managing the Claims Review Supervisor/Experts who supervise the Program Eligibility Specialists answering claimant and employer questions on the UI Benefits Hotline. This position will review call statistics to ensure staff are performing their duties correctly and to report any anomalies to UI Administration. This requires a high level of accountability to make sure any deficiencies are discovered and resolved in a timely manner so that the staff follows state and federal regulations and agency policies.

Success in this position depends on strong communication skills to effectively engage with staff, claimants, employers, Reemployment Administration, and other UI units - including UI Claims Processing, UI Intake and Support, and UI Correspondence - with a focus on efficiency in protecting the integrity of the trust fund.

Any inquiries or complaints regarding the UI Benefits Hotline staff will be handled by this position. This would include extracting and listening to specific calls related to any complaints. This position requires extensive knowledge of UI to field questions from the supervisors as well as other staff claimants, employers and others.

This position requires on-site employment with no remote or hybrid options available.

Education and Professional Work Experience

Minimum Qualifications

Bachelor’s degree in Business Administration, Public Administration, Economics, Finance, or a related field. Minimum of 6 years of experience in program coordination, project management, economic development, or a similar role is essential. Proven experience in managing large-scale, multi-participant commerce projects, including budget oversight, performance measurement, and regulatory compliance. Experience working in environments that require high-level strategic planning and community engagement is essential.

Preferred Qualification

3 years of experience working with the Reemployment Insurance program and general knowledge of claims processing and terminology.

2 years supervising Reemployment staff in the current Reemployment Service Center.

Knowledge, Skills, and Abilities

Ability to analyze complex market data and trends to inform program strategies and drive innovation.
Exceptional verbal and written communication skills, with proven track record of engaging a variety of assorted personnel.
Demonstrated expertise in utilizing project management tools and financial software (e.g. Microsoft Office Suite, customer relationship management systems, data analytics platforms) to streamline operations and reporting.
Capacity to thrive in dynamic environments, manage multiple tasks simultaneously, and quickly adapt to emerging challenges without compromising quality or compliance.

Job Responsibilities and Expected Results

Provide support and supervision of Reemployment Supervisors and Hotline Workforce Specialists.
Work with Ul Supervisors - Hotline to ensure adequate coverage of the hotline.
Review UI Hotline statistics daily to watch for any anomaly in the hotline calls to determine if there is any training or procedure change required.
Coordinate any complaints or inquiries forwarded from UI Administration to be reviewed and answered.
Provide any specific UI Hotline analytics listed in the hotline statistics reports to Ul Administration per request.
Responds to inquiries and processes requests from other ADWS UI units including UI Claims Processing, UI Intake and Support, UI Correspondence, Automated Adjudication Systems (AAS), Benefit Accuracy Measurement (BAM), Contributions, and other units regarding individual claims or issues found.
Answer questions from WFS, claimants, or employers regarding UL This requires a basic knowledge of UI processes and procedures and a level of critical thinking to apply state or federal law.
Performs other duties as defined and assigned by UI Administration.

Position Information

Job Series: Program Operations – Commerce Programs

Classification: Commerce Program Supervisor / Expert

Class Code: PCO04P

Pay Grade: SGS08

Salary Range: $63,086 – $93,367

Job Summary

The Commerce Program Supervisor / Expert is a senior-level role accountable for the design, implementation, and strategic oversight of commerce programs that drive economic growth and community development. This role requires an individual who can work as a subject matter expert, bridging policy, business interests, and community needs to craft and execute initiatives that stimulate commerce, improve market engagement, and ensure sustainable development. The supervisor / expert serves as the linchpin in aligning efforts, managing extensive budgets, and delivering measurable improvements across commerce-related initiatives.

Primary Responsibilities

The assignment of supervisory duties is determined by the hiring agency's operational needs. Non-supervisory roles will serve as senior technical experts. Design, develop, and execute comprehensive commerce programs that address community and business development goals. Establish and monitor strategic objectives, performance metrics, and timelines to ensure programs are aligned with organizational priorities. Continually assess market trends and regulatory environments to adapt programs for optimal impact. Serve as a trusted liaison between local businesses, government entities, community organizations, and internal teams. Organize and lead meetings, workshops, and conferences to facilitate dialogue, secure input, and drive collaborative projects. Build and nurture long-term partnerships that foster a dynamic ecosystem for commerce initiatives. Develop and manage program budgets, ensuring responsible allocation and use of financial resources. Monitor expenditures, prepare financial reports, and maintain strict adherence to fiscal guidelines and compliance requirements. Identify funding opportunities, assist with grant writing, and secure external sponsorships to support program sustainability. Oversee day-to-day program activities, ensuring smooth operations and timely execution of deliverables. Use data analytics and performance feedback to monitor program outcomes and identify areas for improvement. Compile, analyze, and present detailed performance reports for senior management and other key personnel. Mentor and supervise program personnel, fostering a culture of continuous improvement and professional development. Champion innovative approaches and best practices in program coordination and economic development. Represent the program at industry events, professional forums, and community outreach events as a recognized expert in the field.

Knowledge and Skills

Ability to analyze complex market data and trends to inform program strategies and drive innovation. Exceptional verbal and written communication skills, with a proven track record of engaging a variety of assorted personnel. Demonstrated expertise in utilizing project management tools and financial software (e.g., Microsoft Office Suite, customer relationship management systems, data analytics platforms) to streamline operations and reporting. Capacity to thrive in dynamic environments, manage multiple tasks simultaneously, and quickly adapt to emerging challenges without compromising quality or compliance.

Minimum Qualifications

Bachelor’s degree in Business Administration, Public Administration, Economics, Finance, or a related field.

Minimum of 6 years of experience in program coordination, project management, economic development, or a similar role is essential.

Proven experience in managing large-scale, multi-participant commerce projects, including budget oversight, performance measurement, and regulatory compliance.

Experience working in environments that require high-level strategic planning and community engagement is essential.

Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.

Licensure/Certifications

N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.