Assistant Chief of Operations (#MAIE01)
$61,690.00 Yearly Min / $77,113.00 Yearly Mid / $92,536.00 Yearly Max

Chief of Operations (#MAIE02)
$69,853.00 Yearly Min / $87,316.00 Yearly Mid / $104,779.00 Yearly Max

Employees in this class series are responsible for directing high-demand, front-facing operations, programs, and/or services on behalf of an entire state agency or large division. Primary work includes planning, developing, implementing, evaluating, and monitoring operations, programs, and/or services such as Communications, Motor Fuel Tax, Internal Registration Plan, Motor Carrier, Dealer Section, Uninsured Motorist, Quality Assurance, Driver Improvement, Medical, and Driver and Vehicle Services. Employees ensure the seamless execution of the agency’s strategies, mission, goals, and objectives across all relevant divisions and sections.

A significant aspect of work is assuring operational efficiency, consistency, and compliance, strengthening organizational infrastructure, and driving measurable performance outcomes. Work often involves reviewing, evaluating, and identifying opportunities for improvement, resolving escalated issues, and determining specific courses of action in compliance with applicable agency, state, and federal laws, rules, regulations, standards, policies, and procedures. This work requires regular collaboration with customers, management, subject matter experts, leadership, contractors, and other stakeholders.

The range of operations the employee is involved in may vary widely in terms of functional area and require the employee to rely heavily on the guidance of the appropriate stakeholders and subject matter experts. In addition, the scope and complexity of this class encompasses oversight of broad areas with a high-level of impact on the agency’s overall success.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, employees can complete job duties of a similar kind not specifically listed here.

• Reviews, evaluates, and directs high-demand, front-facing operations, programs, and/or services. Makes recommendations for improvements to ensure operational efficiency, consistency, and compliance, in alignment with the agency's mission, goals, and objectives.

• Leads and conducts multiple and complex operational studies and projects to monitor, evaluate, and analyze the delivery of front-facing operations, programs, and/or services, including establishing criteria and prioritizing studies across an organization.

• Translates strategies and initiatives into action by mobilizing teams and resources, ensuring productivity by building a performance culture, overseeing and implementing operational plans, and ensuring target deadlines are met.

• Coordinates and oversees the implementation of various improvements and other initiatives such as customer service, workflow, systems, reporting, and related updates, upgrades, and enhancements.

• Develops timelines and schedules, leads, and participates in work efforts which may include systems testing.

• Partners and collaborates with customers, management, subject matter experts, leadership, contractors, and other stakeholders, on a variety of operations, initiatives, workflow, and improvements.

• Reviews, analyzes, and tracks new or revised legislation, laws, rules, and regulations and assesses impacts.

• Provides excellent customer service by diffusing and resolving escalated issues and complaints and identifies, tracks, and resolves operational issues and challenges.

• Integrates service delivery across the organization, ensuring consistency and compliance with applicable agency, state, and federal laws, rules, regulations, standards, policies, and procedures.

• Maintains effective lines of communication and delivers high quality, customized communications timely and accurately.

• Creates and interprets visual, statistical, and narrative reports to guide decision-making and improvements.

• Uses automated information systems and computer software to research, review, evaluate, and report on data; and may perform quality reviews of data in systems.

• Participates in conferences, working groups, and committee meetings.

• Performs other related duties as required.

Assistant Chief of Operations

This is the first level responsible for directing high-demand, front-facing operations, programs, and/or services for a state agency or large division. Employees at this level independently perform the full range of Essential Functions under minimal supervision and provide guidance, consultation, and recommendations on large-scale operational issues and strategic improvement initiatives. Work includes interpreting complex agency, state, and federal laws, rules, and regulations, incorporating best practices and industry standards.

• Receives minimal supervision from the Chief of Operations or a similar or higher-level position; the supervisor defines objectives, priorities, and deadlines and assists the employee with unusual situations.
• Plans, coordinates, evaluates, and monitors daily operations, programs, and/or services and ensures goals and objectives are met.
• Ensures alignment of operations, programs, services, processes, procedures, and systems with the agency’s strategic plan and performance objectives.
• Evaluates operational effectiveness through internal reviews, risk assessments, statistical sampling, performance metrics, and data analysis. Recommends and implements improvements, enhancements, and other changes.
• Develops and revises processes, procedures, practices, forms, and operational manuals, ensuring consistency, compliance, efficiency, and service excellence.
• Oversees and coordinates the training and development of staff and may supervise two or more merit full-time positions; the elements of supervision include performing the following on a regular and continuing basis: planning, assigning, reviewing, evaluating, coaching, training, disciplining, and recommending hire, termination, and promotion.
• May manage budgets, grants, and contracts.
• Communicates effectively with customers, executive leadership, management, subject matter experts, contractors, and other stakeholders to prioritize enhancements and improvements and identify and resolve the most complex issues, challenges, and complaints.

Chief of Operations

This is the highest level of the class series, responsible for directing high-demand, front-facing operations, programs, and/or services for a state agency or large division. Primary work includes ensuring the seamless execution of the agency’s strategies, mission, goals, and objectives across all relevant divisions and sections. In addition to work performed at the Assistant Chief of Operations level, employees have the authority to make decisions on behalf of the assigned area(s) as the top agency expert, with significant impact on division and agency operations.

• Receives general direction and guidance from a Director, Deputy Director, or other high-level official in terms of broad goals and objectives; the employee establishes the methods for achieving goals and objectives and manages daily operations.
• Plans, develops, implements, evaluates, and monitors operations, programs and/or services, develops performance metrics, and ensures the seamless execution of the agency’s strategies, mission, goals, and objectives across all relevant divisions and sections.
• Supervises two or more merit full-time positions. The elements of supervision include performing the following on a regular and continuing basis: planning, assigning, reviewing, evaluating, coaching, training, disciplining, and recommending hire, termination, and promotion.
• Has authority to make decisions in the assigned operational area(s) that significantly impact division and agency operations; work is performed independently with only the most complex matters requiring review and approval by higher-level staff or as appropriate by subject matter experts.
• Participates in the development and implementation of strategic initiatives, operations, policies, procedures, and systems.
• Assists in writing, editing, and tracking legislation and determines the impact on related agency operations.
• Effectively leads meetings and develops and presents details to leadership and stakeholders on continuous improvement methods, project status or progress towards goals.
• Analyzes and determines complex organizational, operational, and procedural needs and makes recommendations concerning budgetary requirements.
• May participate in Request for Information (RFI)/Requests for Proposals (RFP) meetings and other work groups and provides ongoing vendor management, ensuring that customer needs are being met by contractors directly associated with continuous improvement initiatives. 
• Communicates effectively with customers, management, subject matter experts, leadership, contractors, and other stakeholders to make decisions on complex challenges, provide policy direction, and ensure the efficiency, consistency, and compliance of assigned operations.

The listed knowledge, skills, and abilities give a general indication of the core requirements for all positions in the class series; therefore, the KSAs listed are not exhaustive or necessarily inclusive of the needs of every position in the class.

• Knowledge of operational management principles and practices, including program or service delivery, workflow management, performance measurement, process improvement, and operational efficiency.
• Knowledge of agency, state, and federal laws, rules, regulations, standards, policies, and procedures applicable to assigned operations.
• Knowledge of policy and procedure development, implementation, and evaluation.
• Knowledge of the principles and practices of budget, grant, and/or contract management and control.
• Skill in analyzing and evaluating operations and performance to make recommendations on improvements.
• Skill in managing complex projects, studies, and initiatives including prioritizing activities, coordinating resources, and meeting deadlines.
• Ability to resolve escalated issues and challenges.
• Ability to translate organizational strategies and objectives into operational plans to achieve desired outcomes.
• Ability to analyze new and revised applicable laws, rules, and regulations to determine impacts.   
• Ability to establish and maintain effective working relationships.
• Ability to set unit priorities, performance standards, and monitor outcomes.
• Ability to communicate effectively both orally and in writing.

In addition to the above Knowledge, Skills and Abilities, the Chief of Operations requires:

• Knowledge of developing short- and long-range strategic plans.
• Skill in managing operations, programs, and/or services including program or service delivery, workflow management, performance measurement, process improvement, and operational efficiency.
• Skill in developing, recommending, and implementing new or revised policies and procedures.
• Skill in supervising staff.
• Skill in managing budgets, grants, and/or contracts.
• Skill in anticipating and resolving issues and challenges and improving service delivery.
• Ability to exercise sound judgment in making complex operational and programmatic decisions.
• Ability to recognize and integrate diverse or conflicting priorities.

JOB REQUIREMENTS for Assistant Chief of Operations

Applicants must have education, training, and/or experience in the following areas:

1. One year of experience in planning, coordinating, evaluating, and monitoring programs, services, projects, or operational activities to ensure goals and objectives are met.
2. Two years’ experience in quality improvement such as evaluating the quality of services, identifying problems and needs, and recommending corrective action and improvements to ensure optimum service delivery, goals, and objectives are met, and ensure compliance with applicable laws, rules, regulations, and standards.
3. One year of experience in interpreting laws, rules, regulations, standards, policies, and procedures.
4. Six months' experience in staff supervision such as planning, assigning, evaluating, coaching, training, disciplining, and recommending hire, promotion, or termination.
5. Six months' experience in communicating and collaborating with leadership, stakeholders, or customers to resolve issues or support organizational goals.