Motor Vehicle Division Chief

The State of Connecticut Department of Motor Vehicles (DMV) is recruiting for a Motor Vehicle Division Chief position.  This managerial position is responsible for running a major division within the Department of Motor Vehicles that is comprised of a variety of specialized services.  There are over 50 positions currently assigned to this division.

Major responsibilities include:

• Oversee the operations of the DMV Customer Contact Center with a primary focus of improving the customer experience.  This position will oversee the completion of a transformation of DMV’s Call Center Operation that consolidates various agency phone units into the Contact Center and expands technology capabilities for expanded customer access options.  (e.g., Transactional Interactive Voice Response (IVR), Chat, Text, email, etc.) 

• Management of the Emissions Unit, which includes responsibility for monitoring over 200 contracted vendor testing centers to ensure compliance with federal and state regulations.

• Oversight of the Copy Records functions (i.e., Handicap Placards, Special Plate administration, record requests, etc.) and is responsible to meet all service standards and compliance requirements.

• Responsible for managing external relationships with DMV partner organizations and contracted vendors. 

This position will also be responsible to ensure deliverables from partners/vendors and needed actions by DMV staff are taken to ensure proper and timely implementation of required contractual and agency elements.  Some travel may be required.  

Applicants are required to upload a cover letter and submit a resume on the resume tab with their submission.  (Note: In order to upload documents you must ensure that your internet browser's 'pop-up' blocker is off.  Failure to do so may prevent you from being able to upload documentation and submit your application.) 

Questions about this recruitment and these required documents should be directed to the Department of Motor Vehicles human resources office at (860) 263-5268.

In the Department of Motor Vehicles, this class is accountable for the administration of the programs and operations of a division.

Administers programs and operations of an assigned division; develops, implements and evaluates division policies, goals and objectives; designs and develops division programs and activities; implements new procedures, procedural revisions and regulations; interprets and administers pertinent motor vehicle laws; determines appropriate staffing levels and directs management and coordination of staff; designs and implements performance review standards for division staff; prepares division budget; maintains contacts with persons both within and outside of division who might impact on policy or program activities; represents Commissioner on sensitive division related activities including testimony at legislative hearings; performs related duties as required.

Considerable knowledge of and ability to apply management principles and techniques; considerable knowledge of statutes, regulations, policies and procedures pertaining to division functions; considerable interpersonal skills; considerable oral and written communication skills.

Ten (10) years of professional experience in business, public or law enforcement administration.

One (1) year of the General Experience must have been in a managerial capacity. Managerial capacity is defined as formulating program goals and objectives, developing and implementing program procedures, initiating program policies and developing and monitoring the budget.

1. College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling six (6) months of experience to a maximum of four (4) years.
2. A Master's degree in business administration, public administration or other closely related field may be substituted for one (1) additional year of the General Experience.
3. A law degree may be substituted for two (2) additional years of the General Experience.
4. For State employees two (2) years at the level of Motor Vehicle Branch Hub Manager may be substituted for the General and Special Experience.

Preferred candidates will possess:

• Extensive leadership and management skills of diverse and complex operations

• Ability to develop and lead process improvement projects

• Demonstrated experience and abilities to ensure high quality customer service is delivered

• Managerial experience in running a call center of a comparable size to DMV (i.e., over 2 million calls received annually)

• Proven experience in managing 3rd party relationships and effectively partnering with them to deliver services

• Supervision of staff; ability to develop and utilize data to evaluate and measure performance and deliverables

• Experience with ensuring accountability and compliance with regulations and contractual obligations

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.