The Customer Service Manager oversees multiple Motor Vehicle Division (MVD) Field Offices, driving regional success through effective budget management, strategic succession planning, and the enforcement of productivity and customer service standards. This position will ensure financial integrity by monitoring the collection, accounting, and safeguarding of revenue funds while analyzing data to produce comprehensive management reports. As a key regulatory authority, this position will interpret and implement state motor vehicle laws, resolve complex public grievances, and conduct formal investigations into fraudulent activities and statutory violations. This position will counsel citizens on their driving responsibilities and will need to travel frequently between locations utilizing a state vehicle. Job Duties: Through subordinate supervisors and CSR 4 Leads, manage multiple MVD Field Offices, including responsibility for planning and managing all resources and services, ensuring the quality and integrity of budgets and operational costs; providing cost effective and efficient operations; providing high quality public service; and developing a highly motivated staff, office budget and office succession plan. Develop office training plan and work direction, ensure appropriate staffing and office coverage, interview and select applicants for available positions, document and review performance, administer discipline, approve leave requests, and initiate personnel actions. Handle the more difficult customer service situations elevated by subordinates. Monitor supervisors and CSR 4 Leads, Train the Trainer, and lead teams or special projects. Ensure adequate building/office space, physical security, facilities maintenance, janitorial service performance monitoring and contract compliance, and Risk Management and Enforcement incident reporting. Knowledge, Skills & Abilities (KSAs): Knowledge of: - MVD & ADOT policies & procedures related to Driver Licenses, Title & Registration, Customer Service Operations, and other business areas. - ARS, Title 28, AAC and transportation laws. - Basic management functions, revenue & expenditures, MVD budget, Division & Program goals & objectives, personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, motivational principles, processes & practices. - Approve or reject identity documents from domestic & foreign applicants for DL & ID credentials. - Program & other performance metrics, goals/targets, and variance reporting. - Training, leadership, hiring, disciplinary policies & procedures. - Continuous Process Improvement. Skills in: - Research and analysis. - Oral and written communication. - Organization of workspace and materials and time management. - Report preparation. - Interviewing, hiring and training new employees in work processes. - Counseling and disciplining employees. - Computer operation using Microsoft Office programs and MVD databases. - Skilled in Google Workspace and Microsoft. - Multitasking and organization to handle and direct simultaneous and sometimes conflicting work priorities and deadlines. Ability to: - Manage a program consisting of multiple work units, establish standard work processes and procedures. - Evaluate to improve unit performance and satisfy customer needs. - Lead, motivate and inspire a diverse group of people to accomplish unit goals and responsibilities, create and execute action plans to address office performance gaps. - Respond to media contacts as authorized and respond to contract concerns and/or disputes with Procurement management. - Understand, analyze, evaluate data and make clearly defined decisions to identify and resolve daily, intermediate and long term operational and customer service questions and issues. Selective Preference(s): Two years of direct supervisory experience.