Customer Service Manager Senior

As the subject matter expert responsible for advising the agency on State and Federal requirements related to driver licensing and identity; interfaces extensively with other Governmental agencies as well as public and private companies and individuals. The job duties also include training management and front-line staff on key requirements. Occasional travel including out of state with overnight stays may be required.

This position may offer the ability to work remotely within Arizona based upon the departments business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility autonomy and trust. Across our many agencies boards and commissions many State employees participate in the States Remote Work Program and are able to work remotely in their homes in offices and in hoteling spaces. All work including remote work should be performed within Arizona unless an exception is properly authorized in advance.

Working with ADOT Management Area Managers Office Managers and field office front-line Supervisors will plan organize assign direct and review the work of employees performing driver licensing activities; handle related issues and departmental policy at highly complex levels; interpret Title 28 and related legislation/policy; serve as a liaison with individuals/ groups to promote community understanding acceptance and support of driver license (DL) goals and objectives; interpret explain to the public organizations and government jurisdictions provisions of law administrative regulations policies and procedures specific to driver license.

Plan and execute improvements to Driver License and Identification credentials. Defines program goals and objectives and coordinates organizational efforts in virtually all areas of MVD to develop business practices policies procedures and guidelines related to credentialing including Identity Management REAL ID compliant Travel ID and Facial Recognition. Develop training materials to educate employees on Authorized Presence and United States Passport Verification Services. Diagnose and troubleshoot processing issues provide business guidance analyze and distribute reports in support of assuring data integrity.

As a liaison work with State/Federal/Law Enforcement agencies and ADOT/MVD Executive Management to ensure program objectives are met and maintained. Coordinate multi-disciplinary efforts across organizational lines; lead diverse project teams comprised of members from programs and support groups resolving issues and authorizing action necessary to complete assigned objectives.

Knowledge of:
Considerable knowledge: Statutes MVD rules policies & procedures related to issuance of DL & identification credentials.
State/federal legislative and rule-making processes transportation law industry business management and re-engineering principles.
Extensive knowledge of project management principles processes and techniques.
Working knowledge of budgeting procurement project management and grant application and administration processes.
Evaluating proposals projects and departmental activities systems and programs in terms of needs priorities and make suggestions to adopt new concepts and theories that are within the agencies strategic plan.
Google Workspace.

Skills in:
Establishing/maintaining cooperative relations with public representatives of governmental agencies legislators and their staff and special interest groups.
Managing multiple large & complex projects assembling and leading multi-disciplinary project teams and developing & communicating policy/methodology for prioritizing projects.
Recognizing technical issues that impact projects and in mitigating project risks.
Developing of agreements contracts and complex or extensive bids & proposals.
Weighing the relative risks costs and benefits associated with potential action.
Reading/interpreting applying/explaining statute rules policy and procedures.
Project management creating business requirements and design specifications.
Querying data from various sources including agency reports policies.

Ability to:
Speak effectively in public.
Recognize and deal effectively with highly visible politically sensitive issues.
Review/analyze proposed legislation and advice on its potential impact.
Gather/consolidate/analyze facts and write clear/concise/direct statistical reports.
Decide on logical actions to meet project requirements and deadlines.
Confer with Division and external customers to compile information for process improvements.
Work with the Office of Inspector General on criminal cases and provide expert testimony and driver license requirement and process advice.
Respond to stake holders & constituents.
Assist with Legislative Bill analysis implementation and Administrative Rule making efforts.
Collaborate to create structured process ensure public services are delivered

Three or more years of specialized experience that evidences the skill necessary to conduct studies analyze findings and make
recommendations including the ability to conduct detailed analyses of complex functions and work processes to meet the KSAs.

Valid Drivers License
Background Clearance

As this position requires driving or the use of a vehicle as an essential function of the job then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current valid class-appropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers license record checks must maintain acceptable driving records and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R.11).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Health and dental insurance
Retirement plan
Life insurance and long-term disability insurance
Optional employee benefits include short-term disability insurance deferred compensation plans and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule employees enjoy improved work/life balance report higher job satisfaction and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

For questions about this career opportunity please contact ADOT Human Resources Recruitment via email at or phone call at option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.