Job description
The position of Customer Service Manager provides management over multiple Motor Vehicle Division (MVD) Field Offices, providing various services, under the direction of the Area Administrator. The position provides oversight including meeting office productivity, quality customer service, and audit and control goals and standards. Reviews and monitors the collection, accounting, safeguarding and depositing of revenue funds, and the summarization, analysis and review of data for the preparation of management reports. It interprets, applies, and implements relevant program rules, regulations, laws and policies for the MVD offices. Relevant duties include reviewing problems presented by the public, interpreting statutes and regulations, exercising considerable judgment and discretion, resolving problems, and making determinations. Position will conduct oral interviews and/or investigations regarding violations of state motor vehicle laws, rules, and regulations, confer and educate citizens regarding their responsibilities and driving habits and investigate fraudulent driver's license applications.
Building/office responsibilities include physical security, facility maintenance, janitorial service performance monitoring and contract compliance, as well as Risk Management and Enforcement incident reporting.
Model ADOT values through leading, coaching and developing problem solvers to implement and sustain a continuous improvement culture. Leaders are accountable, transparent, and communicative as they foster an inclusive, diverse, and safe environment.
Must be able to drive a state vehicle for travel.
- Through subordinate supervisors and CSR 4 Leads, manage multiple MVD Field Offices, including responsibility for planning and managing all resources and services, ensuring the quality and integrity of budgets and operational costs; providing cost effective and efficient operations; providing high quality public service; and developing a highly motivated staff, office budget, and office succession plan.
- Develop office training plan and work direction, ensure appropriate staffing and office coverage, interview and select applicants for available positions, document and review performance, administer discipline, approve leave requests, and initiate personnel actions.
- Handle the more challenging customer service situations elevated by subordinates.
- Monitor supervisors and CSR 4 Leads for succession planning, Train the Trainer, and lead teams or special projects.
- Ensure adequate building/office space, physical security, facilities maintenance, janitorial service performance monitoring and contract compliance, and Risk Management and Enforcement incident reporting.
- Provide back-up for supervisors and CSR 4 Leads wherever and whenever needed to maintain production and minimize customer service wait times. Some travel may be required.
- Through subordinate supervisors and CSR 4 Leads, responsible for the management of inventory, daily accounting, safekeeping and daily deposits of funds, the preparation of management and operational reports. Responsible for the oversight of ensuring the functionality and maintenance of office equipment and computer applications; for ensuring the office is in compliance with audit controls and department procedures.
- MVD & ADOT policies and procedures related to Driver Licenses, Title and Registration, Customer Service Operations, and other business areas.
- ARS, Title 28, AAC and transportation laws.
- Basic management functions, revenue and expenditures, MVD budget, Division & Program goals and objectives, personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, motivational principles, processes and practices.
- To approve or reject identity documents from domestic and foreign applicants for DL and ID credentials.
- Program and other performance metrics, goals/targets, and variance reporting.
- Training, leadership, hiring, disciplinary policies and procedures.
- Continuous Process Improvement.
Skills in-
- Research and analysis.
- Oral and written communication.
- Organization of work space and materials and time management.
- Report preparation.
- Interviewing, hiring and training new employees in work processes.
- Counseling and disciplining employees.
- Computer operation using Microsoft Office programs and MVD databases.
- Skilled in Google Workplace and Microsoft.
- Multitasking and organization to handle and direct simultaneous and sometimes conflicting work priorities and deadlines.
Ability to-
- Manage a program consisting of multiple work units, establish standard work processes and procedures.
- Evaluate to improve unit performance and satisfy customer needs.
- Write, review and revise summary reports, transmit information to the appropriate business area.
- Lead, motivate and inspire a diverse group of people to accomplish unit goals and responsibilities, create and execute action plans to address office performance gaps.
- Respond to media contacts as authorized and respond to contract concerns and/or disputes with Procurement management.
- Understand, analyze, evaluate data and make clearly defined decisions to identify and resolve daily, intermediate and long term operational and customer service questions and issues.
- Ability to coach and develop employees, including continuous improvement practices and principles
The ideal candidate for this position will have:
Two years of direct supervisory experience.
This position requires possession of a valid Arizona Driver License. Candidates for this position must complete PART 1 of the State of Arizona Application for Employment prior to the interview, which will allow ADOT to obtain the candidate's motor vehicle record (MVR). The most recent 39-month period shown on the MVR will be reviewed in accordance with A.A.C. R2-10-207.11 (H) and (I). The review must show an acceptable driving record prior to any offer of employment being made by ADOT. Employment is contingent upon an acceptable MVR. If considered for employment with MVD you will be sent PART 2 of the State of Arizona Application for Employment, giving ADOT permission for further review of your background. An acceptable review of both is mandatory.
- Sick leave
- Vacation with 10 paid holidays per year
- Health and dental insurance
- Retirement plan
- Life insurance and long-term disability insurance
- Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Participation in the Arizona State Retirement System (ASRS) is mandatory.
Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-7279. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
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