State Program Manager-Lemon Law

Recruitment #240206-4799MP-001


The State of Connecticut, Department of Consumer Protection (DCP) is currently recruiting for a Lemon Law Program Manager (State Program Manager) to provide automotive expertise and operation of the Lemon Law Program.

  • NEW: A Platinum Healthcare Plan, the nation’s best for state employees and dependents, according to a report by Georgetown’s Center on Health Insurance Reform an article by Ellen Andrews, Ph.D., along with comprehensive benefit offerings
  • A competitive starting salary
  • Learn more about what sets us apart as an employer with our Employer Value Proposition
  • Retirement plan options
  • Generous paid time off, including 13 holidays
  • Work for a Forbes top company: State of Connecticut Ranked One of the Best Employers of 2023 - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule
  • State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service.  Click here for more information.
    • Permanent, Full time, 40 hours per week
    • First shift hours, however flexible work schedules may be available 
    • Monday through Friday 
    • Flexible telework available, in accordance with the Telework Policy
    • Location: 450 Columbus Blvd, in Hartford, CT., easily accessible for all commuters
    THE ROLE: 
    The Lemon Law Program Manager will oversee the operation of arbitrations, review applicant qualifications, provide automotive technical expertise, conduct financial audits of auto dealer records, and manage compliance efforts related to arbitration cases. 

    Responsibilities for this role include, but are not limited to, the following duties: 
    • Negotiating settlements for automotive and motorcycle disputes between consumers and manufacturers;
    • Reviewing automotive and motorcycle work orders for domestic and foreign vehicles;
    • Presenting as a technical expert at arbitration proceedings;
    • Processing or reviewing manufacturer policies and procedures to determine whether repairs comply with dealership standards; 
    • Determining whether vehicle issues are covered under warranty policies;
    • Test driving vehicles, including motorcycles, to diagnose drivability and safety concerns;
    • Interacting with consumers applying for the Lemon Law arbitration program;
    • Interacting with state agencies, auto dealers and manufacturers; 
    • Facilitating enforcement actions with DCP attorneys; and
    • Performing all other assigned duties and responsibilities.
    The mission of the State of Connecticut, Department of Consumer Protection (DCP) is to ensure a fair and equitable marketplace and to promote safe products and services for Connecticut consumers. The Lemon Law program awards millions of dollars back to consumers each year and helps remove unsafe vehicles from the Connecticut market. The Lemon Law Manager will work in the DCP Legal Division to provide technical reviews of new vehicles to determine program eligibility, conduct arbitration preparation and presentation, and coordinate consumer and industry relations. 

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    Selection Plan

    • To Apply:

      • In order to be considered for this job opening, you must meet the Minimum Qualifications as listed on this job opening. You must specify your qualifications on your application.
      • The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.
      • In order to receive educational credits toward qualification for this job posting, the institution must be accredited.  If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the individual listed on this job posting. 
      • Ensure that your application is complete and detailed before submitting it. In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process. You will not be able to make revisions once your application is submitted into the JobAps system.
      • Please select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.
      • All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to
      • For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.  

    • Please read or watch our Applicant Tips on How to Apply! 

    Important Information After You Apply:

    • This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board (Certification Questionnaires section). Your responses to these RQs must be submitted by the questionnaire's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.
    • Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.
    • Note: At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position. These documents may include: a cover letter, resume, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency.
    • Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position.
    • The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
    • Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State Employees which is available at
    Connect With Us:
    Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process. Updates will be available through your JobAps portal account. Should you have any questions pertaining to this recruitment, please contact 
    Sharon McIntosh, at

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    In a state agency this class is accountable for planning, organizing and directing an agency program and/or project or directing the development and administration of programs within a division.  


    Receives administrative direction from an administrative official of higher grade.  


    Directs staff as assigned.


    • Directs staff and/or operations of an agency program and/or project or division; 
    • Coordinates, plans and manages program and/or project activities;
    • Formulates goals and objectives; 
    • Develops or assists in development of related policy;
    • Interprets and administers pertinent laws; 
    • Provides input or evaluates staff; 
    • Prepares or assists in preparation of budget; 
    • Maintains contact with individuals within and outside of agency who might impact on program and/or project activities;
    • Serves on committees and/or and task forces as required; 
    • Speaks before professional and lay groups on subjects related to agency mission; 
    • Leads the recruitment and hiring of staff, including outreach, interview and selection;
    • Performs related duties as required.  


    • Considerable knowledge of
      • and ability to apply management principles and practices;
      • relevant state and federal laws, statutes and regulations;
      • project management; 
      • principles and practices of business and public administration with emphasis on effective organization, administration and management 
    • Considerable
      • interpersonal skills; 
      • oral and written communication skills;
    • Considerable ability to analyze organizational problems and determine effective solutions.


    Nine (9) years of professional experience.


    One (1) year of the General Experience must have been in the specific area of assignment.


    • College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
    • A Master's degree in business administration, public administration or a closely related field may be substituted for one (1) additional year of the General Experience.
    • Department of Labor: Two (2) years of experience as an Apprenticeship and Training Program Manager may be substituted for the General and Special Experience.    


    • Experience diagnosing and repairing domestic and foreign vehicles, including automotive electronic systems for hybrid and electric vehicles, manufactured in 2020 or later
    • Experience with consumer support and customer service in the automotive field
    • Experience reviewing automotive work orders and determining warranty coverage
    • Experience reviewing and operationalizing automotive technical service bulletins and recall notices
    • Currently certified as an Automotive Service Excellence Master Technician or a comparable degree or credential from a nationally recognized automotive organization or institution



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


    As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes.  As such, a job class is not meant to be all-inclusive of every task and/or responsibility.