Customer Experience Lead

State of Maine•Augusta, ME

5d•$20 - $28•Onsite

About The Position

We are seeking an energetic and forward-thinking professional to serve as the Customer Experience Lead in the Bureau of Motor Vehicles’ Public Services Contact Center. This isn’t just a supervisory role, it’s a leadership opportunity for someone who thrives on creating positive experiences, empowering teams, and driving excellence in public service. If you’re the kind of person who lights up at the thought of helping others, improving systems, and leading change with heart and accountability, this is the role you've been waiting for. As the Customer Experience Lead, you will take the helm of our contact center operations, guiding a team of agents who serve as the first point of contact for thousands of Maine residents. You’ll ensure that customer inquiries are handled quickly, accurately, and with care – reinforcing our mission to provide exceptional public service. This role requires a blend of strategy, coordination, and day-to-day execution. From monitoring staff performance and optimizing workflows to coaching staff and resolving escalated customer issues, you will have the autonomy and support to make real impact. You will serve not only as a supervisor, but as a mentor and motivator. Your leadership will be key to fostering a collaborative, respectful, and purpose-driven work environment. You’ll develop and deliver training, provide one-on-one coaching, and ensure team members feel equipped and empowered to succeed in a fast-paced, service-focused environment. Your presence will set the tone a calm, knowledgeable, and professional guide through each day’s unique challenges and opportunities. The Customer Experience Lead is also critical to our contact center’s operational continuity. You’ll step in when needed to maintain seamless coverage, working shoulder-to-shoulder with your team and our Senior Section Manager to balance daily needs with longer-term innovation. As our operations expand, your voice and ideas will help shape the direction of our services, ensuring our response evolves alongside the needs of Maine citizens. This role is designed for someone who wants more than a job, it is for someone who sees public service as a calling and customer care as a craft. You’ll need to bring strong communication skills, emotional intelligence, a solutions-focused mindset, and a commitment to learning the ins and outs of all areas of motor vehicle services. Whether you have years of leadership experience or you’re ready to take the next big step in your career, this is a chance to grow with us and help us grow, too.

Requirements

Six (6) years of responsible clerical experience to include two (2) years performing supervision or performing highly independent clerical work.
Applicants must be authorized to work in the United States.
The successful candidate must pass a National Criminal Background Check, including fingerprinting.
Customer Service Excellence: Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
High Volume Readiness: Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
Team Collaboration: Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
Adaptability: Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
Attention to Detail: A focus on accuracy and thoroughness in completing tasks and managing responsibilities. Confidently make informed decisions and stay solution-focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.
Clear Communication: Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
Problem-Solving: Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
Professionalism: Consistently represent the Department with respect, integrity, and accountability.
Emotional Intelligence: Empathetic, self-aware, and able to manage high-stress interactions with tact.
Conflict Resolution: Handle difficult or emotional customer situations with patience and effectiveness.
Time Management: Prioritize tasks and complete assignments accurately and on time.
Commitment to Excellence: Dedication to high-quality work, accuracy, and upholding public trust.
Continuous Improvement: A mindset focused on improving processes, learning new skills, and supporting team development.

Nice To Haves

Experience supervising call center, customer service, or administrative teams in a fast-paced or remote/hybrid environment.
Experience with quality assurance programs or leading performance management initiatives.
Knowledge of motor vehicle laws, policies, and service delivery requirements.
Experience coordinating training, leading teams, creating procedures, or managing process improvements.
A mentor mindset and a proactive, service-focused approach to leadership.
A desire to grow professionally and support the success of team members and the Bureau.

Responsibilities

Supervise a team of contact center agents handling high-volume customer service interactions across multiple programs.
Manage daily operations, staff performance, schedules, workflow optimization, and quality assurance.
Serve as the escalation point for complex or difficult inquiries from the public and partner agencies.
Oversee onboarding and training for new hires and implement ongoing professional development initiatives.
Collaborate with other sections and leadership to align customer service with agency-wide strategic goals.
Evaluate trends and develop innovative ways to improve the customer and employee experience.

Benefits

13 paid holidays
12 days of sick leave
3+ weeks of vacation leave annually
Personal leave for overtime-exempt employees
State of Maine pays 85%-95% of employee-only health insurance premiums
State of Maine pays 100% of employee-only dental premiums
State contributes the equivalent of 14.06% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS)
Gym Membership Reimbursement (up to $40 per month)
Health and Dependent Care Flexible Spending Accounts
Public Service Student Loan Forgiveness eligibility
Living Resources Program (employee assistance program)
Six weeks of fully paid parental leave for all employees welcoming a child
Voluntary Deferred Compensation (MaineSaves 457(b) account)