Customer Service Manager Senior

State of Arizona; United States; Hybrid; USD 71,377 - 87,238; Full time

Benefits offered by this job

Health and dental insurance

Retirement plan

Paid parental leave

Vacation with paid holidays

Job summary

The State of Arizona is seeking a Customer Service Manager Senior to lead driver licensing efforts. In this role, you will work closely with management and front-line staff, ensuring compliance with state and federal regulations while developing necessary training materials.

The ideal candidate will possess strong skills in project management, public speaking, and legislation interpretation. This position offers a salary of $79,308.94 and the potential for remote work within Arizona.

Qualifications

• Experience working in a regulatory field related to driver licensing.
• Ability to analyze findings and make recommendations.
• Skills in negotiating and developing complex agreements.

Responsibilities

• Manage driver licensing activities and departmental policy.
• Coordinate efforts across organizational lines.
• Develop training materials for employees.

Skills

Project management

Public speaking

Statute interpretation

Budgeting

Google Workspace

Education

Three or more years of specialized experience

Job description

Customer Service Manager Senior

Open to CURRENT ADOT EMPLOYEES Only

Job Location: Operational Support Administration, 1801 W Jefferson, Phoenix, AZ 85007.

Salary: $79,308.94 | Grade: 23.

Job Summary

As the subject matter expert, responsible for advising the agency on State and Federal requirements related to driver licensing and identity; interfaces extensively with other governmental agencies, as well as public and private companies and individuals. The job duties also include training management and front‑line staff on key requirements. Occasional travel, including out of state with overnight stays, may be required. This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continuous meeting of expected performance measures.

Job Duties

Working with ADOT Management, Area Managers, Office Managers, and field office front‑line Supervisors, will plan, organize, assign, direct, and review the work of employees performing driver licensing activities; handle related issues and departmental policy at highly complex levels; interpret Title 28 and related legislation/policy; serve as a liaison with individuals/groups to promote community understanding, acceptance and support of driver license (DL) goals and objectives; interpret, explain to the public, organizations, and government jurisdictions provisions of law, administrative regulations, policies and procedures specific to driver license.

Plan and execute improvements to Driver License and Identification credentials. Defines program goals and objectives and coordinates organizational efforts in virtually all areas of MVD to develop business practices, policies, procedures and guidelines related to credentialing including Identity Management, REAL ID compliant Travel ID, and Facial Recognition. Develop training materials to educate employees on Authorized Presence and United States Passport Verification Services. Diagnose and troubleshoot processing issues, provide business guidance, analyze and distribute reports in support of assuring data integrity.

As a liaison, work with State/Federal/Law Enforcement agencies and ADOT/MVD Executive Management to ensure program objectives are met and maintained. Coordinate multi‑disciplinary efforts across organizational lines; lead diverse project teams comprised of members from programs and support groups, resolving issues and authorizing action necessary to complete assigned objectives.

Knowledge, Skills & Abilities (KSAs)

Knowledge of:

• Considerable knowledge: Statutes, MVD rules, policies & procedures related to issuance of DL & identification credentials.
• State/federal legislative and rule‑making processes, transportation law, industry, business management and re‑engineering principles.
• Extensive knowledge of project management principles, processes, and techniques.
• Working knowledge of budgeting, procurement, project management and grant application and administration processes.
• Evaluating proposals, projects and departmental activities, systems, and programs in terms of needs, priorities, and making suggestions to adopt new concepts and theories that are within the agencies' strategic plan.
• Google Workspace.

Skills in:

• Establishing/maintaining cooperative relations with public, representatives of governmental agencies, legislators and their staff, and special interest groups.
• Managing multiple, large & complex projects, assembling and leading multi‑disciplinary project teams, and developing & communicating policy/methodology for prioritizing projects.
• Recognizing technical issues that impact projects and mitigating project risks.
• Developing agreements, contracts and complex or extensive bids & proposals.
• Weighing the relative risks, costs, and benefits associated with potential action.
• Reading/ interpreting, applying/explaining statute, rules, policy and procedures.
• Project management, creating business requirements and design specifications.
• Querying data from various sources, including agency reports, policies.

Ability to:

• Speak effectively in public.
• Recognize and deal effectively with highly visible, politically sensitive issues.
• Review/analyze proposed legislation and advise on its potential impact.
• Gather/consolidate/analyze facts and write clear/concise/direct statistical reports.
• Decide on logical actions to meet project requirements and deadlines.
• Confere with Division and external customers to compile information for process improvements.
• Work with the Office of Inspector General on criminal cases and provide expert testimony and driver license requirement and process advice.
• Respond to stakeholders & constituents.
• Assist with Legislative Bill analysis, implementation and Administrative Rule making efforts.
• Collaborate to create structured process, ensure public services are delivered.

Selective Preference(s)

Three or more years of specialized experience that evidences the skill necessary to conduct studies, analyze findings and make recommendations including the ability to conduct detailed analyses of complex functions and work processes to meet the KSAs.

Pre‑Employment Requirements

• Valid Driver's License.
• Background Clearance.

As this position requires driving or the use of a vehicle as an essential function of the job, employees must possess and retain a current, valid class‑appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. Employees who drive on state business must maintain an acceptable driving record and complete all required driver training. An employee operating a personally owned vehicle on state business shall maintain the statutorily required liability insurance.

• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E‑Verify).

Benefits

• Sick leave.
• Vacation with 10 paid holidays per year.
• Paid Parental Leave – up to 12 weeks per year paid leave for newborn or newly‑placed foster/adopted child (pilot program).
• 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.

The Arizona Department of Administration offers a comprehensive benefits package to include the items above. By providing the option of a full‑time or part‑time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Equal Opportunity Statement

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling [phone] option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.