Chief of Auto Branches & Special Services

Harris County•Houston, TX

5d•Onsite

About The Position

The Harris County Tax Assessor-Collector is seeking an experienced, results-driven, operationally focused executive to lead the strategic direction, operational performance, and modernization of motor vehicle services. The position oversees vehicle registration, title services, HCTO branch operations, and specialized motor vehicle programs, and is responsible for advancing operational excellence, standardized business practices, workforce development, process optimization, and customer-focused solutions. The Chief leads four Regional Administrators in the Auto Branch Services division and oversees the Auto Special Services division, which administers commercial vehicle registration, title processing, and other specialized programs. The role is accountable for consistent, efficient, compliant service delivery across 16 branch locations, managing close to 6 million transactions annually, and overseeing third-party commercial contractor partnerships, inventory, staffing, and performance. The Chief serves on the executive leadership team and collaborates with legal, finance, technology, human resources, and other partners to advance organizational objectives.

Requirements

Bachelor's degree in Business Administration, Public Administration, Operations Management, Organizational Leadership, or a related field.
Ten years of progressively responsible leadership experience managing large, multi-site service delivery operations, including at least five years in a senior executive or regional leadership role.
Demonstrated success leading leaders responsible for geographically dispersed operations.
Proven experience leading organizational transformation, operational modernization, or enterprise-wide change initiatives.
Experience implementing standardized operating procedures across multiple locations.
Strong experience developing organizational performance measures and driving operational excellence.
Demonstrated success leading workforce development, employee engagement, and organizational change initiatives.
Knowledge and ability in executive leadership and strategic planning.
Knowledge and ability in multi-site operations management.
Knowledge and ability in organizational transformation and change management.
Knowledge and ability in continuous process improvement and operational excellence.
Knowledge and ability in branch operations and regional service delivery.
Knowledge and ability in customer experience strategy.
Knowledge and ability in workforce development and training modernization.
Knowledge and ability in data analytics and performance management.
Knowledge and ability in financial and budget management.
Knowledge and ability in technology implementation and digital transformation.
Knowledge and ability in executive communication and stakeholder engagement.
Knowledge and ability in talent development and succession planning.
Qualifying education, experience, knowledge, and skills must be documented on the job application; a resume may be attached as supporting documentation, but only information stated on the application will be considered.
The position is subject to a criminal history check; employment may be contingent on passing a drug screen and meeting other standards.
Ability to work evening and weekend hours and travel overnight occasionally for conferences and training sessions.
Ability to remain stationary for long periods and communicate effectively in person, by phone, and electronically.
Ability to transport boxes or equipment weighing up to 30 pounds and, at times, to stand, walk, bend, reach, stretch, climb, or lift.

Nice To Haves

Master's degree in Business Administration, Public Administration, Organizational Leadership, or a related field.
Experience overseeing large regional or statewide customer-facing operations in financial services, retail, healthcare, hospitality, logistics, transportation, or government.
Experience leading branch or regional operations for organizations with multiple customer service locations.
Lean Six Sigma Black Belt, Green Belt, or other continuous improvement certification.
Experience implementing enterprise technology, automation, or digital transformation initiatives.
Experience in motor vehicle administration or government service delivery.

Responsibilities

Develop and execute the strategic vision for motor vehicle operations, aligning organizational priorities with long-term service delivery goals.
Lead enterprise-wide modernization initiatives to improve efficiency, service quality, and operational effectiveness.
Serve as a member of the executive leadership team and provide strategic guidance on organizational priorities and operational performance.
Foster a culture of innovation, accountability, collaboration, and continuous improvement.
Provide executive leadership to four Regional Administrators and a Special Services Administrator responsible for branch and special services operations.
Direct and oversee auto branch operations across 16 locations and close to 6 million annual transactions.
Oversee specialized motor vehicle programs, including commercial vehicle registration, title processing, and related special services.
Manage commercial contractor partnerships and provide oversight of third-party networks, including auto dealers and grocery stores.
Oversee inventory management and accountability for the distribution of motor vehicle assets and supplies across HCTO.
Ensure consistent implementation of organizational policies, operational standards, and customer service expectations across branches.
Monitor regional and branch performance using operational metrics, customer feedback, and performance reviews.
Optimize staffing models, resource allocation, and operational capacity to meet customer demand.
Standardize policies, procedures, workflows, and service delivery practices across branch offices.
Develop and implement performance standards and key performance indicators to improve operational consistency.
Lead continuous process improvement using Lean, Six Sigma, or other operational excellence methodologies.
Identify and address inefficiencies, simplify processes, and improve productivity while maintaining customer service quality.
Modernize motor vehicle services through technology, automation, and digital service delivery.
Partner with Information Technology and business stakeholders to implement modern systems and improve operational capabilities.
Evaluate emerging technologies and best practices to improve accessibility, efficiency, and customer satisfaction.
Lead change management efforts associated with new systems, policies, and service delivery models.
Develop and execute a workforce development strategy that supports organizational excellence.
Modernize onboarding and training programs and standardize training materials and instructional methods across branch locations.
Implement technology-enabled learning solutions and performance support tools.
Establish measurable training outcomes that improve employee competency, confidence, productivity, and retention.
Work with Regional Administrators to identify workforce development needs and build leadership capability.
Promote continuous learning, employee engagement, and professional growth.
Champion a customer-first culture and develop strategies to reduce wait times, simplify transactions, and expand service options.
Use customer feedback, operational data, and performance analytics to continuously improve customer experience.
Ensure compliance with applicable federal, state, and local laws, regulations, policies, and internal controls.
Promote ethical leadership, transparency, and accountability throughout the organization.
Collaborate with legal, finance, technology, human resources, and other organizational partners to achieve strategic objectives.