Massachusetts Green Jobs

Position Summary The Manager of RMV Vehicle Service Operations is a visionary and strategic leader responsible for overseeing all processing and fulfillment operations within the Vehicle Services department. They will oversee the following sub-departments: Title processing, Document Control, Mail in registrations, Special Plates. This will involve providing leadership to at least 37 staff members, closely coordinating with the other service areas within the Vehicle Services department, and other departments in the Registry. This position will also be responsible for optimizing and streamlining our mail processing and tracking, order processing and tracking, fulfillment and inventory management operations, quality control, and title and registration processing. This role will also collaborate closely with internal and external stakeholders to deliver exceptional service to our customers by providing timely service and maintaining acceptable SLAs in multiple service areas. Processes and Procedure documentation, innovation, and implementation: Ensure documentation of current processes, continuous review and improvement of processes, and consistent implementation of processes and procedures by all. Focus will be on several different process areas as follows: Document control policies and procedures that cover the entire lifecycle of mail and other documents, including creation, review, modification, distribution, storage, and disposal. Maintain and adapt a robust document management system. Enable effective access control and security for different types of documents including checks. Ensure electronic processing and maintenance of documents and minimize the need to handle paper-based mail and documents. Develop efficient processes and procedures to handle mail in registrations, title work and also shift it to electronic processing e.g. submission of renewals as well as more digitalization of steps in the current process. Develop efficient license plate design, approval, manufacture, inventory, distribution, and fulfillment processes. Develop efficient inventory optimization to ensure products are readily available for orders while minimizing excess stock. Enhance efficiency and reduce costs in the fulfillment process. Develop quality control procedures to ensure orders are accurately picked, packed, and shipped, meeting quality standards and delivery deadlines. Ensure that all aspects of license plate design, manufacture, inventory, distribution, and computerized tracking are administered according to statutory mandates and operational needs of the agency. Collaborate with other agencies and MassDOT departments on projects and process improvements. Ensure continuous learning to stay updated on industry trends and best practices to drive improvements in processes. Customer Service: Establish, track and monitor, report on and improve SLAs across various processing and fulfillment tasks e.g. titles, registration renewals, plate orders and others as needed. Resolve customer order-related issues and inquiries within 24-48 hrs. As a back-office team, you will sometimes receive customer inquiries via frontline channels like service centers and contact centers. Identify opportunities to train frontline channels to answer simple high frequency questions independently accurately the first time. Implement and maintain high standards of quality control across all departments to ensure that all customer-facing processes, such as the issuance of titles, registrations, and special plates, meet or exceed customer expectations. Assist customers and MassDOT shared service areas with inquiries, data requests, press requests in a timely manner. Ensure all operations comply with state laws and regulations while advocating for changes that could improve customer service. Engage effectively with both internal and external stakeholders like frontline, warehouse, department of corrections and others to ensure excellent customer service. Leadership and Team Management: Lead, motivate, and develop a large team of supervisors and staff, fostering a culture of excellence, accountability, and continuous improvement. Responsibilities include interviewing/hiring, training, payroll, performance management and employee evaluations, dispute resolution and grievance handling, team communication, ensuring compliance with collective bargaining agreement, managing organizational change, promoting equity and mitigating bias, collaboratively problem solving with staff and union representatives, administering progressive discipline. Maintain effective relationships with external and internal collaborators and stakeholders e.g. department of corrections, department of revenue, MassDOT shared services etc. Strategic Planning and Data driven execution: Develop and implement long-term strategic plans for fulfillment and processing operations that align with the mission and objectives of the Registry of Motor Vehicles. Collaborate with senior management and stakeholders to establish priorities and allocate resources effectively. Lead the adoption of new technologies and systems that enhance operational efficiency and data accuracy. Establish key performance indicators (KPIs), monitor performance data, and adjust strategies as necessary to meet objectives. Conduct regular reviews of data and reports to identify trends, forecast needs, and prepare for demand fluctuations. Promote a culture of continuous improvement. Leverage data analytics to make informed decisions regarding workflow optimizations, departmental efficiency, training needs, and customer service improvements. Pre‐Hire Process * A finalist for this position must be able to pass a comprehensive background check including a criminal record check, Department of Revenue (DOR) check, and employment references. Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name‐based and fingerprint‐based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position. Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name‐based and fingerprint‐based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position. *About MassDOT * The 4,000 employees of Massachusetts Department of Transportation (MassDOT) takegreat pridein connecting the Commonwealth’s residents and communities. MassDOTis responsible fordeveloping, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, andmaintaina safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s inclusive culture and career opportunities can be found at mass.gov/massdot-careers. MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.   *Minimum Entrance Requirements: * First consideration will be given to those applicants that apply within the first 14 days. All job applications must besubmittedonline throughMassCareersto be considered.       Please provide a complete,accurateand current resume / application for MassDOT to review todetermineif your submitted materials meet the minimum entrance requirements for the position.    Current MassDOT employees should use their internal MassCareers account to apply. Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below. Substitutions: I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience. II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience. III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience. IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience. * For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@dot.state.ma.us. * For general questions regarding MassDOT, call the Human Resources Service Center at 857-368-4722. * For a disability-related reasonable accommodation or alternative application method, call Lucy Bayard, ADA Coordinator, at857-274-1935. *Comprehensive Benefits * When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! *An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. * *The Commonwealth is an Equal Opportunity Employer and does not discriminateon the basis ofrace, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered byappropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if theydon'tmeet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Administrative Services* *Organization: Massachusetts Department of Transportation *Title: *Manager of RMV Vehicle Service Operations Location: Massachusetts-Quincy - 25 Newport Ave Ext Requisition ID: 240005LS