Customer Service Section Supervisor

AZ State Jobs; Phoenix (AZ); On-site; USD 46,000 - 57,000; Full time

Benefits offered by this job

Sick leave

Vacation

Parental leave

Health insurance

Retirement plan

Life insurance

Disability insurance

Job summary

DEPT OF TRANSPORTATION in Phoenix, AZ seeks a Customer Service Section Supervisor to lead daily operations of ADOT MVD programs, ensure compliance with federal and state laws, and provide guidance to staff. This role emphasizes leadership, process improvement, and effective communication with internal and external stakeholders.

The selected candidate will oversee budgeting, personnel management, and program administration, with potential travel and a focus on delivering high-quality customer

Qualifications

• Experience in supervising staff and delivering services in a government or regulated environment.
• Ability to interpret and apply federal and state laws and regulations.
• Strong communication skills for reporting and stakeholder engagement.
• Strong organizational and record-keeping abilities.
• Experience with grant writing or proposals is a plus.

Responsibilities

• Directs and supervises administrative and daily operations of state programs.
• Oversees personnel management, training, and performance evaluations.
• Develops and implements policies and procedures to ensure efficient program operation.
• Provides day-to-day technical guidance and leadership in the area of expertise.
• Collaborates with federal and state departments and external constituencies.

Skills

Customer service

Leadership

Communication

Organizational skills

Problem solving

Education

Bachelor's degree in business or public administration

Tools

Google Workspace

Microsoft Office

Job description

DEPT OF TRANSPORTATION

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona.Check out a day in the life of our Motor Vehicle Division employees truly thriving!

Customer Service Section Supervisor

*This position is open to Current, Active ADOT Employees only*

Job Location:

Address: Record Quality & Logistics Support
1801 W. Jefferson
Phoenix, AZ 85007

Posting Details:

Anticipated Salary: $51,637.87

Grade: 20

Closing Date: 10/08/2026

Job Summary:

Directs and oversees the operational planning, establishment, execution, and evaluation of multiple units, ensuring compliance with federal, and state laws and regulations. Serves as principal point of representation and liaison with external constituencies on federal and state level on operational matters and provides day-to-day technical/professional guidanceand leadership as appropriate to the area of expertise. Oversees fiscal, operational, administrative, and human resources management of the program. Maintains responsibility for the appropriate use of programmatic funds within state parameters. May be required to travel, including out-of-state. 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.

Job Duties:

Supervises the administrative and daily operations of multifaceted state programs, ensuring compliance with federal, and state laws and regulations.
Oversees the supervision of personnel, which includes work allocation, training, promotion, enforcement of internal procedures and controls, and
problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance. Provides technical and/or professional coordination and leadership in the execution of day-to-day program/projectactivities, as appropriate to program objectives and area of expertise.
Develops and implements systems and processes to establish and maintain records for the program. Develops or assists with the development and implementation of policies and procedures consistent with those of the program to ensure efficient operation of the program.
Provides day-to-day technical/professional guidance and leadership as appropriate to the area of expertise. Collaborates with federal and state departments, serving as principal point of representation and liaison with external constituencies.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Knowledge of or the ability to learn federal and state laws and regulations relating to ADOT MVD.
• Of research and analysis of legislation and unique questions pertaining to laws and regulations.
• Of communicating in an understandable manner whether reporting verbally or in writing to customers and staff.
• Of organization of work space and materials.
• Of report preparation and grant proposals.
• Of training, counseling & disciplining.
• Of or the ability to execute customer service Valid Arizona's Driver License principles and best practices.
• Of Google Workspace.

Skill in:

• Research and analysis of legislation and unique questions pertaining to laws and regulations.
• Communicating in an understandable manner whether verbally or in writing with a customer centric focus.
• Organization of work space and materials. Report preparation and grant writing.
• Training, counseling & disciplining employees.
• Hiring and interviewing employees.
• Computer operation including hardware and software technology.
• Multitasking and organization to handle and direct simultaneous and sometimes conflicting work priorities and deadlines.

Ability to:

• To adapt and embrace a changing environment, and understand processes and procedures.
• To identify, recommend and implement improvements to processes and procedures.
• To lead a diverse group of people to accomplish unit goals and responsibilities and to lead by example.
• To stand or sit for long periods and work or travel outside when necessary.
• To excel in an office environment including operating a PC, proprietary MVD software, and other office equipment.
• To listen effectively.
• To understand, analyze and evaluate data.
• To prepare correspondence and statistical reports.
• To research, analyze and make clearly defined decisions to identify, evaluate, and resolve solutions to questions and issues.
• To effectively supervise employees.
• Ability to coach and develop employees, including continuous improvement practices and principles.

Selective Preference(s):

Two years of leadership experience in one or more of the functions related to the duties of this class; a Bachelor's degree in business or public administration may substitute for oneyear of the required experience. Ideal candidate will have prior management/supervisory experience within MVD.

Pre-Employment Requirements:

This position requires driving or the use of a vehicle as an essential function of the job, and the following requirements apply. Any employee operating a motor vehicle on State business 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. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

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

Benefits:

The Arizona Department of Administration offers a comprehensive benefits package to include:

• 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

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.

Retirement:

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us:

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [e-mail] or phone call at [phone] option 2.

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.