Motor Vehicle Branch Office Manager / Bureau of Motor Vehicles

Secretary of State • Lewiston, ME

2d • Onsite

About The Position

The Maine Bureau of Motor Vehicles is seeking a Motor Vehicle Branch Office Manager for its Lewiston branch. This on-site leadership role is responsible for supervising daily branch operations, including vehicle registrations, titles, driver licensing, testing, cash handling, and ensuring compliance with Title 29-A. The branch is in a rebuilding phase, and the Manager will play a key role in strengthening accountability, team culture, and operational consistency while maintaining high standards of public service.

Leadership expectations include:

Making difficult decisions and addressing performance issues promptly
Holding staff accountable with fairness and respect
Demonstrating emotional intelligence and consistent follow-through
Maintaining a visible, engaged leadership presence
Coaching and developing both new and experienced staff
Within the first 6–12 months, the Manager is expected to:

Ensure smooth, compliant daily operations
Set and reinforce clear performance standards
Conduct regular staff meetings and one-on-ones
Support onboarding and training
Apply progressive discipline appropriately
Maintain accuracy, accountability, and a professional, customer-focused environment
This position requires strong, hands-on leadership and daily in-person supervision.

Requirements

• Customer Service Leadership: Model, reinforce, and uphold high standards of courteous, accurate, and efficient service while ensuring teams consistently meet service expectations in a public-facing regulatory environment.
• High-Volume Operational Leadership: Lead teams through high-demand workloads while maintaining professionalism, accuracy, and responsiveness statewide.
• Collaborative Team Leadership: Build and sustain effective teams by fostering collaboration, accountability, and a respectful, productive workplace culture.
• Professional Judgment & Attention to Detail: Apply analytical thinking and sound judgment to complex operational decisions while ensuring accuracy, consistency, and compliance.
• Clear & Strategic Communication: Communicate complex rules, policies, and changes clearly to staff, leadership, municipalities, and the public.
• Problem-Solving & Risk Awareness: Identify issues, assess risk, and implement practical, solution-focused responses while supporting staff through challenges.
• Adaptability & Change Leadership: Lead teams through evolving policies, procedures, technologies, and modernization initiatives while maintaining clarity, morale, and performance.
• Professional Leadership Presence: Represent the Department with integrity, accountability, and professionalism, setting expectations for ethical conduct and public trust.
• People Leadership & Accountability: Lead, coach, and manage employees across varying levels of performance, including addressing challenging behaviors and holding staff accountable in a fair, consistent, and respectful manner.
• Constructive Performance Management: Ability to have difficult or sensitive conversations with professionalism, empathy, and clarity while supporting improvement and maintaining standards.
• Training & Workforce Development: Guide onboarding, training, and ongoing development to ensure staff readiness and operational resilience.
• Emotional Intelligence: Demonstrate self-awareness, empathy, discretion, and sound judgment in high-stress or sensitive situations.
• Continuous Improvement: Champion innovation, learning, and process improvement to enhance service delivery statewide.
• Education, training, and/or experience in business management, public administration, or another closely related field demonstrating competency in reviewing and explaining laws and regulations; planning and coordinating business operations; maintaining records; reviewing financial data; providing customer service; and acting in a formal or informal leadership capacity.
• Applicants must be authorized to work in the United States.
• The successful candidate must pass a National Criminal Background check, which may include fingerprinting.

Nice To Haves

• Holding employees accountable for safe work practices, fair employment practices, and State and Federal AA/EEO requirements.
• Model and enforce customer service standards reflecting professionalism, respect, and accessibility.
• Engage in statewide modernization initiatives and communicate changes effectively to branch staff.
• Maintain a safe, professional, and accessible environment for employees and customers.
• Demonstrate commitment to continuous professional development.

Responsibilities

• Partner with the Regional Manager and fellow Branch Managers to align operations with the Bureau’s Strategic Plan priorities.
• Plans, organizes, assigns, evaluates, and directs the work activities of staff to ensure consistent application of policies, procedures, and statutory requirements.
• Interviews, selects, and trains staff to ensure sufficient and qualified personnel.
• Reviews work and performance against established standards; identifies training needs and recommends appropriate personnel actions.
• Complete and submit performance evaluations within established timelines.
• Provides ongoing coaching, feedback, and performance documentation.
• Collaborate with Human Resources on recruitment, onboarding, and disciplinary processes.
• Conducts daily cash reconciliation and reviews financial and inventory reports for accuracy.
• Maintains accountability for collected monies, license plates, stickers, and another controlled inventory.
• Ensures facility safety, security, and accessibility standards are met.
• Responds to complex or irregular inquiries regarding motor vehicle laws, regulations, and procedures.
• Coordinates with law enforcement and administrative offices as required.
• Implements and comply with all applicable human resource laws, policies, and procedures.

Benefits

• Work-Life Fit : Take time for yourself with 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.
• Health Insurance Coverage: The State of Maine pays 85%-95% of employee-only premiums ($11,196.96 - $12,514.32 annual value), depending on salary. Use this chart to find premium costs for you and your family, including the percentage of dependent coverage paid by the State.
• Dental Insurance: The State of Maine pays 100% of employee-only dental premiums ($387.62 annual value).
• Retirement Plan: The State contributes the equivalent of 14.11% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees