Job No: 541609
Work Type: Full-time
Location: NOGALES
Categories: Administrative Support/Customer Service,Management/Supervisor
DEPT OF TRANSPORTATION Be a part of an innovative and collaborative team driving a safer transportation system for Arizona. Check out a day in the life of our Motor Vehicle Division employees truly thriving! CLICK HERE!
Customer Service Manager Open to current ADOT EMPLOYEES Only
Job Location:
Motor Vehicle Administration
3030 N. Grand Ave. Nogales, AZ 85621
Posting Details:
Salary: $57,447.10
Grade: 21
Closing Date: 06/18/2026
Job Summary:
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.
Pre-Employment Requirements:
Valid Driver's License.
Background and Fingerprint clearance required.
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 driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver's 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.) R2-10-207.11).
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits:
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 program here (https://hr.az.gov/about/resources/family-leave-expansion) . For a complete list of benefits provided by The State of Arizona, please visit our benefits page (https://benefitoptions.az.gov/jobseekers)
Retirement :
Mandatory participation in the Arizona Retirement System (ASRS) is required.
Contact Us:
For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8188 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 (602) 712-8188 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.
