Customer Service Section 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 Section Supervisor

Open to CURRENT STATE EMPLOYEES Only

Job Location: Third Party Administration 1801 W. Jefferson Phoenix, AZ 85007 Posting Details: Salary: $51,637.87 Grade: 20 Closing Date: 06/04/2026 Job Summary: Directs and oversees the operational planning, establishment, execution, and evaluation of a multifaceted program, ensuring compliance with federal, and state laws and regulations. Serves as principal point of representation and liaison with external constituencies on federal and state level on operational matters and provides day-to-day technical/professional guidance and leadership as appropriate to the area of expertise. Oversees fiscal, operational, administrative, and human resources management of the program. Maintains responsibility of the appropriate use of programmatic funds within the state parameters. This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance. Job Duties: Provides comprehensive supervision of program personnel, including the strategic allocation of work, coordination of training, and the promotion of professional development. Manages the full employee lifecycle, including hiring, performance evaluation, and making formal recommendations for personnel actions. Evaluates departmental performance against established benchmarks, implementing corrective actions or process improvements as necessary. Develops and implements systems and processes to establish and maintain records for the program. Develops or assists with the development and implementation of policies and procedures consistent with those of the program to ensure efficient operation of the program. Collaborates with federal and state departments, serving as principal point of representation and liaison with external constituencies. Knowledge, Skills & Abilities (KSAs): Knowledge of:

• Or the ability to learn federal and state laws and regulations relating to ADOT MVD.
• Research and analysis of legislation and unique questions pertaining to laws and regulations.
• Organization of workspace and materials.
• Or the ability to execute customer service principles and best practices.
• Google workspace and computer operation including hardware and software technology.

Skills in:

• Communicating in an understandable manner whether verbally or in writing and with a customer centric focus.
• Report and correspondence preparation, and grant writing.
• Training, counseling and disciplining employees.
• Hiring, interviewing, and supervising employees effectively.
• Multitasking and organization to handle and direct simultaneous and sometimes conflicting work priorities and deadlines.
• Listening effectively.

Ability to:

• Adapt/embrace changing environment/processes/procedures.
• Identify/recommend/implement improvements to processes and procedures.
• Lead a diverse group of people to accomplish unit goals/responsibilities and to lead by example.
• Stand or sit for long periods and work or travel outside when necessary.
• Excel in an office environment including operating a PC proprietary MVD software.
• Observe & understand processes and procedures.
• Understand, analyze and evaluate data.
• Research, analyze & make clearly defined decisions to identify, evaluate and resolve solutions to questions and issues.
• Coach and develop employees, including continuous improvement practices and principles.

Selective Preference(s): At least five years of customer service experience - two years which are management level experience related to the duties and responsibilities specified. Pre-Employment Requirements: Valid driver's license. 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. For a complete list of benefits provided by The State of Arizona, please visit our benefits page 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 [email protected] 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. Apply To This Job