Senior Motor Vehicle Section Manager / Bureau of Motor Vehicles

State of Maine • Augusta, ME

7d • Onsite

About The Position

Every year, the Bureau of Motor Vehicles connects with approximately 1.2 million Mainers, and the Contact Center is often where that connection begins. As the Senior Motor Vehicle Section Manager, you will lead the team that is the voice of the BMV: the people who answer the calls, solve the problems, and turn a frustrating day into a resolved one. This is a high-impact leadership role within the Public Services Division. In this position, you will lead, coach, and develop a team of contact center and training professionals while helping shape the future of service delivery across the Division. You will partner closely with the Division Director and Regional Managers to support statewide operations, strengthen communication, guide training initiatives, and ensure teams have the tools and support needed to provide consistent, high-quality service to the citizens of Maine. If you are energized by building strong teams, solving operational puzzles, and making government work better for the people it serves, this role was built for you.

Requirements

• An eight (8) year combination of education, training, and/or experience in business or public administration, including at least four (4) years in a supervisory capacity.
• Applicants must be authorized to work in the United States.
• Successful candidates will be required to complete an I-9 form upon hire.
• The successful candidate must pass a National Criminal Background check, which may include fingerprinting.

Nice To Haves

• Proven success managing teams in high-volume, customer-service, call center, or regulatory environments, including addressing performance challenges directly and constructively.
• Experience leading modernization efforts, system implementations, or complex process improvement initiatives.
• Experience developing or overseeing training and workforce development initiatives.
• Project management skills, including planning, coordinating, and supporting cross-functional projects to meet timelines and objectives.
• Working knowledge of data and reporting tools such as Tableau or Microsoft Power BI.

Responsibilities

• Lead the BMV Contact Center Section, including hiring, onboarding, training, coaching, and performance evaluation of staff.
• Develop monthly, quarterly, and annual call center goals and action plans, and prepare schedules that ensure sufficient coverage.
• Analyze call center data and prepare reports for upper management to inform decision-making.
• Develop internal policies, rules, and procedures that strengthen both the customer and employee experience.
• Investigate and analyze complaints to determine root causes and implement effective corrective actions.
• Partner with the Division Director to identify problem areas and lead policy, procedural, and program improvements.
• Assist in developing the Contact Center budget and managing resources responsibly.
• Interpret and explain Motor Vehicle laws and procedures to staff, partner organizations, and the public.
• Implement and comply with human resource laws and policies, including AA/EEO, recruitment, classification, discipline, contract administration, security protocols, confidentiality, and employee safety.

Benefits

• 13 paid holidays
• 12 days of sick leave
• 3+ weeks of vacation leave annually
• Health Insurance Coverage: The State of Maine pays 85%-95% of employee-only premiums
• Dental Insurance: The State of Maine pays 100% of employee-only dental premiums
• 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