Haymarket Service Center Manager (Administrator IV)

Position Summary

The Service Center Manager will provide oversight of daily operations and service delivery within the Service Center. As the SCM they are responsible for ensuring the integrity and control of documents, proper utilization of assets and the appropriate collection and recording of Commonwealth revenues. The Leader will review and remediate any audit findings and customer queries requiring follow-up. Beyond day-to-day oversight, the Leader is responsible for maintaining quality standards at the facility, including a safe working environment, evaluating quality control and administrative functions, including monthly reports and maintaining adequate service center supplies. The Service Center Manager may also be called upon (in the absence of the District Manager) to coordinate and manage the RMV functions at satellite offices in their geographic service area .

This role is charged with developing and implementing process improvement policies and standards which will be delivered across all RMV Service Centers throughout the Commonwealth. In addition, the Service Center Manager regularly reviews existing policies for effectiveness and determines the need for updates or improvements. Long-range planning to determine policies, program priorities, and utilizing resources in order to ensure the efficient and effective implementation of goals and objectives mandated by state laws, local bylaws or ordinances and RMV departmental rules and regulation are hallmarks of this position.

As a senior manager, the position exercises discretionary authority in personnel administration, including oversight of staffing and scheduling, recommending hiring needs, successions planning, progressive discipline and supporting labor-relations strategies.

The SCM may be required to work outside of normal working hours, which may include extended hours and Saturdays.

Detailed Job Responsibilities

• Manage daily operational functions and staff of Customer Service Center. This includes but is not limited to ensuring Customer Service Reps (CSRs) provide error free processing of license, registration, permit, citation, CDL transactions as well as Business to Business (B2B) and International Registration Plan (IRP) transactions. Oversee customer intake processes, managing the queue, managing customer wait times, and ensuring each customer receives world class customer service.  In addition, responsible for leading initiatives such as the Work and Family Mobility Act and REAL ID.   Oversee the successful implementation and execution of Standard Operating Procedures, Policy, and Safety and Security.   This may also include working with cross-agency departments on service center relocations. 
• Directly Manage all aspects of staffing for the Service Center to include executing the vacation and time off calendar, daily scheduling needs for the service center, as well as time and attendance for all CSRs. Conduct employee performance reviews (EPRS) and bi-weekly one on one meetings with each CSR.  In conjunction with the District Manager, oversees the progressive discipline track of the CSRs as needed. This includes working with Human Resources and Labor Relations and may include interacting with NAGE.
• Focus on policy and program development for the following initiatives and to demonstrate alignment with the objectives of the RMV, including but not limited to; Technical Policies and Programmatic Improvement: Design policies and procedures for RMV systems validation and troubleshoot technical problems that arise during key RMV transactions with the general public. Authority to issue departmental notices and general orders, Internal Systems Auditing: Creation of proactive and formalized quality assurance procedures to ensure the most effective and efficient RMV services are applied, Training and Change Management: Engage our Customer Service Teams to actively engage within their respective business groups, Data Systems Security Policy: Ensures data security is managed effectively and Compliance monitoring: Overall enforcement policy for consistent data reporting through reports; Ensure compliance with agency policy modifications and directives regarding the use of ATLAS (Automated Licensing and Registration System), ATS (Automated Testing System) Q-Flow, Translation Line for customers needed assistance with translation needs.
• Represent the agency and participate in educational outreach programs.  This could include Veteran Stand downs, Community connects, Donate Life events, media interviews specific to WFMA or Real ID as well as other initiatives.
• Actively participate in quality assurance and improvement teams. SCMs may be asked to work on, including but not limited to process improvement, service delivery enhancements, and technology roll outs.

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. 
• A finalist for this position must be able to pass a comprehensive background check including a criminal record check, Department of Revenue (DOR) check, and employment references. 

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.

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.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

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

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

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

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

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

V. 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! 

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.