Western District Manager (Program Manager V)

Position Summary

The District Manager will provide oversight of daily operations and service delivery within their assigned District. As the DM they are responsible for ensuring the integrity and control of documents, proper utilization of assets and the appropriate collection and recording of Commonwealth revenues for their districts. The District Manager ensure the Service Center Managers in their district will review and remediate any audit findings and customer queries requiring follow-up. Beyond day-to-day oversight, the District Manager is responsible for maintaining quality standards at each facility they are responsible for, including a safe working environment, reporting facility issues, evaluating quality control and administrative functions, including monthly reports and maintaining adequate service center supplies.

The District Manager may also be called upon (in the absence or direction of the Assistant Registrar of Service Center Operations) to coordinate and manage RMV functions across the footprint.

This role is charged with developing and implementing process improvement policies and standards which will be delivered across all RMV Service Centers throughout the Commonwealth. In addition, the District Manager regularly reviews existing policies for effectiveness and determines the need for updates or improvements. Long-range planning to determine policies, program priorities, and utilize resources to ensure the efficient and effective implementation of goals and objectives mandated by state laws, local bylaws or ordinances and RMV departmental rules and regulation are hallmarks of this position. The DM will support their SCMs with staffing activities which include but are not limited to hiring and coverage; progressive discipline for CSRs, EPRS creation and delivery, coaching the SCMs focusing on in role development, and difficult coaching situations.

The DM will build strong working relationships with strategic partners including but not limited to training, Security and Emergency Management, Human Resources, Facilities, and Labor Relations.

The DM will perform service center observations with a focus on areas of improvement which include but are not limited to service delivery, customer service, staff development, facilities, coaching routines, and compliance.

As a senior front-line manager, the position exercises discretionary authority in personnel administration, including oversight of staffing and scheduling, recommending hiring needs, successions planning, progressive discipline and supporting labor-relations strategies. The DM may be required to work outside of normal working hours, which may include extended hours and Saturdays.

Duties and Responsibilities

• Manage daily operational functions and staff of Customer Service Centers in their District by working with their Service Center Managers. This includes but is not limited to ensuring Customer Service Reps (CSRs) provide error free processing of license, registration, permit, citation, CDL transactions as well as Business to Business (B2B) and International Registration Plan (IRP) transactions. 

• Observe the SCM is managing customer intake processes, managing the queue, managing customer wait times, and ensuring each customer receives world class customer service.  In addition, responsible for leading initiatives such as REAL ID and IT Upgrade projects for their district.  Oversee the successful implementation and execution of Standard Operating Procedures, Policy, and Safety and Security.  This may also include working with cross-agency departments on service center relocations.

• Directly Manage all aspects of staffing for their Service Centers to include executing the proper execution of the vacation and time off calendar per the CBA, daily scheduling needs for their service centers, as well as time and attendance for all CSRs. Conduct employee Mass Performs for and bi-weekly one-on-one meetings with each SCM.  Oversee the progressive discipline track of the CSRs within their district as needed. This includes working with Human Resources and Labor Relations and may include interacting with NAGE.

• Focus on policy and program development for the following initiatives and to demonstrate alignment with the objectives of the RMV, including but not limited to; Technical Policies and Programmatic Improvement: Assist in designing policies and procedures for RMV systems validation and to troubleshoot technical problems that arise during key RMV transactions with the general public. Authority to issue departmental notices and general orders, Internal Systems Auditing: Creation of proactive and formalized quality assurance procedures to ensure the most effective and efficient RMV services are applied, Training and Change Management: Engage  our Customer Service Teams to actively engage within their respective business groups, Data Systems Security Policy: Ensures data security is managed effectively and Compliance monitoring: Overall enforcement policy for consistent data reporting through reports; Ensure compliance with agency policy modifications and directives regarding the use of ATLAS (Automated Licensing and Registration System), ATS (Automated Testing System) Q-Flow, Translation Line for customers needed assistance with translation needs.

• Represent the agency and participate in educational outreach programs.  This could include Veteran Stand downs, Community connects, Donate Life events, media interviews specific to Real ID as well as other initiatives

• Actively participate in quality assurance and improvement teams. SCMs may be asked to work on, including but not limited to process improvement, service delivery enhancements, and technology roll outs

• Other duties, as assigned.

Pre-Hire Process  

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) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s 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

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days. 

Current MassDOT employees should use their internal MassCareers account to apply. 

All job applications must be submitted online through MassCareers to be considered. 

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.   

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) 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 experience.

II.  A Bachelor's degree in a related field may be substituted for two (2) years of the required experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required 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 the ADA Coordinator, Lucy Bayard, at 857‐274‐1935. 

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 discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.