Operations Manager - DMV/DC-Driver Services Units

State of Colorado Job Opportunities - Lakewood, CO3.5

Department Information

Our mission at the Colorado Department of Revenue is to provide quality service to our customers in fulfillment of our fiduciary and statutory responsibilities while instilling public confidence through professional and responsive employees. Colorado Department of Revenue

The Department of Revenue offers 10 paid holidays per year, paid vacation and sick leave, discounted RTD Eco-Pass, BenefitHub, CafeWell, employee wellness programs included in a great benefit package.
Description of Job
The Driver Control Section exists as part of the Division of Motor Vehicles to ensure Federal Law, the Colorado Revised Statutes, rules and other regulations are appropriately applied to and accurately maintained on Colorado driver license and identification card records. This program provides customer service information sharing, high-volume data entry, and training to other agencies, the public, and other entities involved in driver record maintenance and driver sanctioning.

This Operations Manager provides management and oversight as a second-level supervisor primarily responsible for high-volume call center customer services operations to the general public, law enforcement agencies, and Driver License Office employees. In addition, this position serves as an escalation point and technical expert for the Driver Control work unit and directs the operations of the work unit's Data Services Unit which is responsible to monitor programmatic operations and impacts of external interface and data sharing partner technologies; provide data collection, analysis, and support for inquiries; assists operations management team and director in evaluation and implementation of proposed legislation

Operations Management - Manages and supervises the daily operations of the Driver Services Team which includes the Driver Services Call Center (DSCC), Law Enforcement Call Center (LECC), driver license Record Support Unit (RSU), and the Data Services Unit (DSU). Responsible and accountable to monitor and direct personnel and workload assignments. Designs, establishes, improves, and monitors procedures and coaches subordinate supervisors to achieve work unit objectives, key performance indicators, and strategic policy initiatives. This position determines the processes required for employees in multiple business units to get the work done effectively and in accordance with law; designs the set of operations utilized in multiple call centers for review and approval by the director; analyzes complicated data and applies knowledge, precedent, and standards to reach appropriate conclusions and make decisions.

Customer Escalation and Information Requests - Functions as the section's primary point of contact for external stakeholder inquiries, operations-level customer service escalations, complaint research and resolution, and CORA requests. This duty requires varying degrees of independent research, program-level judgment and decision making, and the ability to present complex regulatory and system analysis and recommendations to the director and division senior leadership.

Data Services Program Management - Oversees and directs the activities of Data Services unit's Business Analysts whose function is to ensure department information is shared in accordance with applicable laws and regulations. Responsible as an expert on the laws, regulations, policies, and procedures, as they relate to the sharing of individual and bulk department information. Reviews requests for information sharing and makes recommendations for approval to the director.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Bachelor's degree from an accredited college or university in Management, Business Administration, Public Administration or another field of study directly related to the work assignment.


Four years of professional Customer Service experience in a Regulatory or Business Compliance or similar technical environment (analyzing and reporting complex regulations, processes, laws. or similar).

Additional appropriate professional experience "in a Regulatory or Business Compliance or similar technical environment" will substitute for the degree requirement on a year-for-year basis.

Additional education in "Management, Business Administration, Public Administration in addition to a bachelors' degree" will substitute for the required experience on a year-for-year basis.

The preferred candidate will have experience:
Second or third level management/supervision
Leading and supervising a large public-facing professional customer service staff
Strong collaboration and communications skills working in public and federal, state, county or local government

Management or direct oversight of the following:
Leading a large, public-facing, technical Call Center staff
Leading an administration team responsible for high volume data entry and document processing
Managing (processing, storing and maintaining) secure, confidential information
Experience interpreting laws and regulations
Experience in Lean Six-Sigma process improvement and effective change management

Competencies required for all DOR positions include excellent communications skills (both oral and written), interpersonal skills, the ability to follow written and oral instructions, the ability to multi-task, the ability to work with confidential information, the ability to work in high-stress environments, and the demonstrated ability to assist customers in an effective, efficient, and elegant manner.

The following are conditions of employment with the Colorado Department of Revenue:

1. All employees must be current with their income tax filings and payments with the State of Colorado. This includes successfully passing a pre-employment evaluation of your tax records/accounts.

2. Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence. All job finalists require successful completion of a background investigation and reference check prior to appointment. Background checks may include national criminal, financial, traffic, civil, education, and/or experience checks or any other checks related to the job assignment. Fingerprint background checks and pre-employment drug testing may also be required for some positions.

If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination.

Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.

Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at www.colorado.gov/spb.

A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.

Supplemental Information

All correspondence regarding your status in the selection/examination process will be conducted via e-mail. Include a working email address on your application; one that is checked often as time sensitive correspondence WILL take place via email. Exam information or notification will take place via email; check your email frequently. Please include your current e-mail address on your application and set up your e-mail to accept messages from "state.co.us" and "info@governmentjobs.com" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.

Only complete applications submitted by the closing date for this announcement will be given consideration. Failure to submit properly completed documents by the closing date of this announcement may result in your application being rejected.

Applicants MUST submit the following individual documents:
Resume detailing complete adult work history in chronological order

Cover Letter/Letter of Interest detailing how their experience and background address the stated minimum and preferred qualifications/competencies of the job

(late resume and cover letter submissions can not be accepted)

Complete Applications must include the following documents:
1) A complete CDOR Application for Announced Vacancy (Submit online using the link in this announcement)

2) A complete Supplemental Questionnaire (Submit online as part of your application)

3) A Resume presented in chronological order showing your entire adult work history.

4) A Cover Letter with a Written Narrative. The written narrative should describe your interest in this position and specifically how your education, abilities, skills and experience relate to the requirements, responsibilities and competencies listed in the job announcement.

The application will be used to determine if the applicant meets the Minimum Qualification requirements.

The application, cover letter/letter of interest, and supplemental questions are the first step in the comparative analysis process and will be used to determine whether an applicant will move on to the next step in the process. They may also be used to determine the top group to be invited for further testing, the applicant's rank or establish an eligible list.

Part of, or the entire comparative analysis for this position, may involve a review of the information submitted in the application material, including the answers to the supplemental questions. Therefore, it is paramount that in the experience portion of the application, the applicant describes the extent to which they possess the education, experience, competencies and background as they relate to the duties outlined in the job announcement, as well as the special and/or preferred qualifications.

List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list each job held as a separate period of employment. Under "Duties," describe clearly the tasks you performed and the nature of your supervisory, technical, or other responsibilities as they relate to the job for which you are applying. Be complete and specific in detailing of duties. Information must be accurate, including dates of employment. If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.

"See resume" statements will not be accepted in lieu of a properly competed application.

Failure to include adequate information or follow instructions may affect the applicant's score and/or prevent them from competing in any subsequent measures used to arrive at a top group of applicants. Factors to be assessed are those outlined in the requirements, competencies, and preferred qualifications.

Years will be expressed in terms of full-time equivalent service with full-time workload equal to one (1) Full-Time Equivalent (FTE) year. No more than 1.00 FTE year may be credited in any twelve (12) month period. Positions working 40 hours or less per week will be pro-rated (i.e. 30 hrs/wk=0.75 FTE=9 mos credit; 20 hrs/wk=0.5 FTE=6 mos credit; 10 hrs/wk=0.25 FTE=3 mos credit)

Thank you for your interest. Submit an on-line application by clicking the link below or submit a State of Colorado Application for Announced Vacancy and all supplemental questions according to the instructions provided below. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed above.

Applicants are strongly encouraged to apply online. However, if NOT applying online, applications may be faxed to 303-866-3718, Department of Revenue, Attn: Office of Human Resources. We are not responsible for problems with faxed applications. It is the applicant's responsibility to ensure their application materials are received on time. As such, it is recommended that applicants apply on-line by the CLOSING DATE and TIME.

Jim Gamelin at Jim.gamelin@state.co.us

Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.