Operations Coordinator/Special Projects Manager

Motor Vehicle and Driver Licensing Division

Department of Revenue

Annual Salary: $52,000 - $60,000

Location: 301 W. High Street, Jefferson City, MO

DOR's Vision: To provide every customer the best experience every time.

HOW THIS POSITION SUPPORTS THE DEPARTMENT'S VISION:

The State of Missouri's Department of Revenue is conducting a search for an experienced, creative, and energetic person focused on positive transformation of the Motor Vehicle and Driver Licensing Division. The Operations Coordinator of this division will be part of the leadership team and is responsible for recommending operations excellence strategies for this major division that performs the processing functions for the motor vehicle and driver license issuance, renewal, and suspension responsibilities of the Department, including collection of related fees and taxes, as set out in statute. This division is also responsible for issuing marine craft and all-terrain ownership documents (titles) and registering marine craft and all-terrain decals; issuing driver licenses and non-driver licenses (identification cards); maintaining the official vehicle and non-driver license records, including vehicle liens; issuing business licenses to title services, lease rental companies, motor vehicle dealers, and salvage dealers; managing public motor vehicle and driver license call centers; and overseeing the operations of approximately 173 contracted license offices that assist the state in the issuance of titles, registrations and driver and non-driver licenses. This division is staffed with approximately 300 employees and has an annual budget of approximately $16 million.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT'S VISION:

This description may not include all of the duties, knowledge, skills, or abilities associated with this title.

• Supports transitioning division operations from outdated systems into modem systems using Al, cloudbased, and/or low-code technology solutions that satisfy customer interaction requirements. These modern systems may specialize in but are not limited to client management, customer relations, project management
  • Researches and keeps abreast of digital solution trends for public agencies, government,
• Provides support for Division and Department strategic initiatives, including strategic placemat initiatives and other initiatives related to the Division management agenda and culture-building (e.g. helping teams build project timelines, accountability, and roadmaps for accomplishing initiatives).
  • Equips and empowers teams to manage projects largely on their own.
  • Conducts annual process control audits with necessary course corrections and further implements process controls.
  • Leads by example and helps teammates build the skills necessary to manage projects within their team and across the Division.
• Work with Divisional team members to facilitate and document processes efficiencies
• Guides and coordinates the provision of relevant data for dashboards, data visualizations and other necessary reports.
  • Interprets data and makes recommendations to Leadership and team members to assist informed decision-making and improve Team and Division performance.
• Supervise the Division’s Motor Vehicle and License Trainers providing guidance to ensure training material developed meets the division’s needs as well as continuing to develop and improve the division training processes and needs.
• Assists in preparing Division’s budget, program descriptions and legislative proposals.
• Additional special projects will be assigned as needed.

CORE COMPETENCIES NEEDED

Strategic Thinking Self-directed Customer Service Data Literacy Excellent Communication Data Discovery Superb Interpersonal Skills Organizational

QUALIFICATIONS

• Bachelor's Degree with an emphasis in Business or Public Administration, Marketing, or related area, or equivalent combination of education and experience. MBA Preferred.
• Five (5) or more years of professional experience in business, public service or law enforcement administration and knowledge of business administration, management and state government.
• One year or more years of experience using Tableau software for government analytics and Excel.

PREFERRED QUALIFICATIONS

• Extensive leadership and management skills of diverse and complex operations, including strategic planning (Lean and Six Sigma)
• Experience updating call center technology to utilizing multiple channels such as chat, chatbot, web, text, and SM
• Familiarity with Missouri’s budgetary process and the statues regulating the Motor Vehicle and Driver Licensing Division
• Experience leading technology projects converting outdated systems to integrated solutions
• Ability to develop and facilitate process improvement projects through project management principles and software
• Proven experience in managing and holding accountable contract party relationships and effectively partnering with them to deliver services
• Ability to develop and utilize data to evaluate and measure performance and deliverables using Tableau.
• Knowledge of and ability to apply leadership principles and techniques; knowledge of statutes, regulations, policies and procedures pertaining to division functions; interpersonal skills; oral and written communication; and analytical skills.

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

The Department is an Equal Opportunity Employer. We employ individuals on the basis of qualifications without regard to age, race, color, creed, sex, religion, national origin, genetics, or disability.

The greater the diversity of our employees, the greater our ability to serve our customers. At the Department, we firmly believe that talent comes in many forms. A variety of experiences and points of view strengthen our Department and allows our organization to foster creativity of thought and innovative solutions.

Per provisions of the Americans with Disabilities Act, if you need assistance or special accommodations to participate in an interview, please inform us at Human Resources and Total Rewards at (573) 751-1291, or human.resources@dor.mo.gov.