DORA: Operations Manager (Administrator V)

State of Colorado Job Opportunities - Denver, CO3.5

Department Information

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado.
Consumer protection is our mission.

DORA is a progressive, innovative government agency where employees and customers alike are valued. In an effort to align with Governor Hickenlooper's Three E's of good government (Effective, Efficient and Elegant), DORA has utilized and implemented numerous LEAN projects and continues to identify areas where progress and improvements can be made. If you are interested in becoming a part of an environment where creative thinking, customer service, and protecting consumers through healthy regulation is valued, DORA is the place for you!

Working for the State of Colorado at the Department of Regulatory Agencies offers an excellent total compensation package including:
  • Medical and Dental Health Insurance for employees and optional coverage for their dependents
  • Life Insurance for employees, and optional coverage for their dependents
  • Paid Time Off, including 10 paid holidays
  • Strong, secure, yet flexible retirement benefits including PERA Defined Benefit Plan, PERA Defined Contribution Plan plus 401K and 457 plans
  • Job Security
  • Commuter Benefits
  • Free, Confidential Counseling Services
  • Excellent work-life programs such as flexible schedules, training opportunities and more!
*Customer service is a key component for every position in state government as is the focus on ideas and ways to redesign the delivery of services in making state government more:
  • Effective. Measure every aspect of government to be sure it's doing what it's supposed to do and to look at outcomes to judge whether our programs are successful.
  • Efficient. Deliver services in ways that are timely and effective including identifying waste and duplication and measure for efficiency.
  • Elegant. Deliver state services in a way that elevates both the state employee and the person receiving state services.

Description of Job
The Division of Professions and Occupations (DPO) protects consumers in the state of Colorado through licensing and regulatory enforcement for approximately 50 professions, occupations, and businesses, along with the corollary regulatory environment.

The position is housed within DPO's Operations Unit, which manages division, building, and customer operations for the division. This includes managing DPO's presence in the DORA Welcome Center and Citizen's Advocate Office; serving as building management/building access liaison and OIT liaison; leading space utilization and renovation projects; and providing Division Director support and coordinating division employee events.

Position: SJA 9786

This position is responsible for the oversight of operations in the division – combining administrative, operational and performance functions of the division. The position manages special projects and initiatives that work to preserve the integrity of the marketplace and promote a fair and competitive business environment. The Director's Office provides leadership and support to more than 200 employees and 50 regulated professions. This position is responsible for the oversight, quality control, and directing of the operations of the division, including providing oversight of the Welcome Center and customer service units. The position creates, implements and maintains the infrastructure needed to ensure these areas are able to run efficiently, which includes leveraging partnerships with OIT and vendor staff to improve the customer experience. The position conducts measurement and reporting of data to achieve strategic and operational goals, including establishing goals and objectives to plan, manage and organize/distribute the workload. The position also provides reports on unit production and timeliness to upper-level management, and ensures optimal levels of work production by developing process improvements and coordinating technology solutions as necessary to meet the demands of a fluctuating workload.

Duties include, but are not limited to:
  • Directing and overseeing the operations of the Welcome Center and customer service units consistent with the needs and expectations of the division and allocating resources accordingly – including determining the necessary steps to ensure division staff have the necessary tools and skills to conduct the business functions and administrative activities of assignments, given the limited resources available;
  • Making recommendations to the Senior Advisor to the Director on process improvement initiatives through process mapping in order to ensure efficient and improved customer service in the division;
  • Determining and/or creating the necessary resources and guidelines for Welcome Center and customer care representatives, designing and conducting team member orientations, and determining staff training needs – including appropriate staff cross-training;
  • Establishing goals and objectives to manage, plan, organize and direct special projects for the division, including conducting risk assessment and risk prevention functions, and resolving emergent issues and establishing best practices to achieve the goals of the division;
  • Serving as the executive project manager for the division, overseeing projects that typically require cross-functional collaboration and resource allocation, both internal and external to the division, utilizing analysis and decision-making skills for achieving strategic goals of division;
  • Overseeing resources to determine if division-wide document retention schedules are current and utilized, and ensuring that division customers have access to the enforcement and other documents associated with division activities;
  • Analyzing, determining and leading space planning in the division, resulting in innovative approaches to support the objectives of the division and department;
  • Determining how to meet goals of division strategic and performance plans utilizing expertise of internal and external stakeholders focused on process improvements in regard to program administration;
  • Evaluating the performance of employees and subordinates under the position's supervision, and determining appropriate methods to address performance deficiencies, as well as assuring accuracy of leave use;
  • Evaluating employee engagement in order to determine which initiatives will positively impact staff morale and promote a stable environment during times of change and organizational stress.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
  • Graduation from an accredited college or university with a bachelor's degree in business, business management, business administration, public administration, healthcare administration, healthcare management, law, or a closely related field;
  • Four (4) years of progressively responsible, professional* experience in all of the following three (3) areas:
    • Supervisory experience, including managing personnel/human resources related issues; developing strategic plans and setting program goals; change management; staff development; succession planning; and fostering a team environment;
    • Operations management experience, including experience documenting processes and operations; conducting workspace planning to reduce costs and increase worker effectiveness, including facilitating moves of employees; creating detailed processes, training manuals, and orientation resources for employees; and utilizing and navigating multiple computer systems/programs/applications and working with data; AND
    • Customer service leadership, including experience in developing principles and processes for providing continuous improvements in customer service; developing customer needs assessment through the use of data and reporting; and meeting quality standards for services and evaluation of customer satisfaction.
Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated.

  • A combination of professional* work experience in the occupational field or specialized subject area of the work assigned to the job, which provided the same kind, amount, and level of knowledge acquired in the required education, may be substituted on a year-for-year basis for the bachelor's degree;
  • A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment may be substituted for the required experience on a year-for-year basis.
*Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.

Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):
  • Demonstrated communication skills (oral and written);
  • Demonstrated analytical and critical thinking skills;
  • Demonstrated attention to detail;
  • Professional demeanor;
  • Ability to meet strict deadlines and manage competing priorities;
  • Demonstrated supervisory/management skills, including strong judgment and confidence in decision-making;
  • Complex problem solving skills, including the ability to identify complex problems and review related information to develop and evaluate options and implement solutions;
  • Ability to work with various stakeholders, including, but not limited to peers, staff, board members, members of the public, internal and external customers, and division leadership;
  • Demonstrated interpersonal skills and the ability to work well within a team;
  • Proven ability to negotiate and facilitate difficult conversations, resulting in positive outcomes;
  • Proficiency in the use of various PC software applications, including Microsoft Office (Access, Word, Excel, etc.), Google Docs, etc., as well as in the use of databases.
Preferred Qualifications/Competencies:
  • Project management experience, including managing projects to develop new processes and identify new methods to streamline existing work processes for efficiency and accuracy;
  • Experience developing analytical and query reports, utilizing software and systems, and managing databases;
  • Process improvement experience, including experience developing and implementing new processes, including improving processes to improve team performance, as well as minimize regulatory and/or compliance burdens.
Conditions of Employment: Candidates who fail to meet the conditions of employment will be removed from consideration.
  • The successful passing of a reference check and/or, if required, a background check.
    • A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, etc.
    • The type of background check depends on the job duties of the position, and can include a review of any criminal record, credit report, and/or driving record.
Supplemental Information

PLEASE READ - Required Application Materials

Interested individuals must submit the following online:

1. A completed State of Colorado Application (log-in to your current NeoGov account or create a NeoGov account to complete the online application). Note: Incomplete applications, including incomplete work history sections or "see résumé," "see attachment," or "see addendum" statements, will not be accepted in lieu of a completed application form.

2. A current email address on your application, as all communication pertaining to this position will be conducted via email. Please set up your email to accept messages from and '' addresses, and check your email often. Note: The department cannot guarantee the successful delivery of email, including incorrect filtering into junk mail folders.

3. A detailed cover letter, explaining how you meet the required competencies and how your accomplishments, qualifications, skills, areas of expertise, personal characteristics, etc. make you a good fit for this position; you may also attach additional documents that demonstrate this.

Comparative Analysis Process: Structured Application Review

Part of, if not the entire, comparative analysis process for this position will involve a review of the information you submit in your application materials; Therefore, it is paramount that in the experience portion of your application and cover letter, you describe the extent to which you possess the education, experience, and competencies outlined in the job announcement as well as the required and/or preferred qualifications/competencies. You are also encouraged to attach additional documents to that effect. Failure to include adequate information or follow instructions may affect your score and prevent you from competing in subsequent measures used to arrive at a top group of applicants.

Veterans' Preference: Candidates who wish to assert Veterans' Preference should attach a copy of their DD214 to their application. Failure to do so will result in being denied Veterans Preference.

PLEASE NOTE: Former State Personnel System employees who were disciplinarily terminated or resigned in lieu of termination must disclose this information on the application. Colorado Revised Statutes require that all state employees be hired and promoted through competitive examination of merit and fitness. Failure to include the required information, failure to follow instructions, and/or failure to submit materials by the application deadline may result in your application not being considered for the position and may affect your score or inclusion in the final pool of qualified candidates.

Appeal Rights: 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

A standard appeal form is available at: 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.