Job Description

　　Position Summary

　　Under the supervision of a District Manager, the Service Center Manager will oversee the daily activities of an RMV facility which includes:

　　Delivering excellent customer service in the issuance of licenses for motor vehicle operators; registering and titling of vehicles; collection of citation fees and clearances for outstanding parking tickets and excise bills; ensuring adequate staffing and managing staff performance; managing the facility; quality control and administrative functions.

　　Duties and Responsibilities

　　The Service Center Manager is responsible for ensuring the integrity and control of documents; the proper utilization of agency assets; and the appropriate collection, recording and security of Commonwealth revenues.In addition, this manager may be responsible for the daily oversight of an on-site bulk processing unit, a decentralized Suspension and Hearings unit, an International Registration Plan Processing Center, and a License Express Office(s).

　　Preferred Qualifications

　　Natural inclination to take an organized approach to administering and optimizing operations, ensuring compliance with Standard Operating Procedures (SOP's), rules and regulation and executing processes efficiently and effectively.Computer literate with the ability to utilize computers and related technology with ease and efficiency, including Microsoft products such as Excel.Customer Service Focus: Knowledge of customer service principles and practices and the ability to provide a consistent, quality customer experience.Capable of motivating employees to have a service focus and understand the importance of managing customer perception. In addition, able to deliver the agency's vision in public forums and actively participate in community events.Ability to manage staff performance including setting clear expectations, monitoring performance, providing feedback, and recognizing positive performance or taking corrective action. Able to consistently hold staff accountable for results and provide coaching and training to ensure maximum productivity and job satisfaction.Able to set a tone of professionalism, foster cultural awareness and sensitivity, promote cooperation with other work units and create a positive team environment of trust and cooperation.Flexible and adaptable with the ability to lead others through change. Willing to modify a preferred way of doing things when necessary to achieve a goal or as appropriate to address the needs of a situation. Able to perform multiple tasks simultaneously and to respond and work within stressful situations.Strong oral and written communication skills, with the ability to navigate in a multilingual environment a plus.Experience using data and metrics to manage an operation, solve complex problems and drive continuous improvement. Able to make decisions utilizing good judgment based on the vision, strategies, priorities, and metrics of the organization.Able to analyze information and balance the workload of staff with the needs of customers to optimize customer flow.Knowledge of auditing and accounting principles and electronic cash management.

　　Pre-Hire Process

　　Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name-based and fingerprint-based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position.

　　About MassDOT

　　The 4,000+ employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth's residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT's inclusive culture and career opportunities can be found at mass.gov/massdot-careers.

　　MassDOT's divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

　　RMVJobs

　　Qualifications

　　Minimum Entrance Requirements

　　This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

　　All job applications must be submitted online through MassCareers to be considered. Current MassDOT employees should use their internal MassCareers account to apply.

　　Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

　　Applicants must have at least (A) four (4) years of full-time or equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration, or clinical management or (B) any equivalent combination of the required experience and substitutions below.

　　Substitutions:

　　A certificate in a relevant or related field may be substituted for one (1) year of the required experience.

　　An Associate's degree in a related field may be substituted for one (1) year of the required experience.

　　A Bachelor's degree in a related field may be substituted for two (2) years of the required experience.

　　A Graduate degree in a related field may be substituted for three (3) years of the required experience.

　　A Doctorate degree in a related field may be substituted for the required experience.

　　Comprehensive Benefits

　　When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

　　Want the specifics? Explore our Employee Benefits and Rewards!

　　For questions regarding the job posting, please email LaTanya Wood at [email protected]. For general questions regarding MassDOT, call the Human Resources Service Center at 857-368-4722. For a disability-related reasonable accommodation or alternative application method, call The Diversity Officer, Derrick Mann 857-368-8541.

　　An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

　　The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.