Customer Relations Program Director Job Id64975

This position provides leadership to the Customer Relations Section of the Driver and Vehicle Services (DVS) Division. This position also serves in the division’s broader leadership consisting of Program Directors, Deputy Directors, and Division Director. As the Customer Relations Program Director, this position will ensure that daily operational goals are met, as well as the development of strategic direction in alignment with the broader division and agency strategies. The Customer Relations Section of DVS is the primary contact for all individual customer interactions with DVS with the exception of in-person over the counter transactions at public offices and exam stations. In additions to phone and electronic communication, the Customer Relations Section is also responsible for the Records Counter interactions.

This position provides structure, organizational management, business representation, and service to the division on critical communication and service delivery systems. This position works collaboratively and closely with the other Division Program Directors. Additionally, this position will promote collaboration and teamwork across all internal teams including other divisions, MN.IT@DPS, and MN.IT Central.

This position promotes good stewardship of state resources, balances operational efficiency, and standardization with flexibility and customer service.  In addition, this position will provide direct oversight to service units within the division. This position will negotiate relevant business service level agreements with all customers and be responsible for ensuring individual unit performances deliver on agreed goals. This oversight will include employees represented by MMA, MAPE, and AFSCME.

Qualifications

Minimum Qualifications

1. Bachelor's degree in Business, Management, Organizational Development or closely related field and two (2) years of contact center management experience

OR

Three (3) years of professional experience in contact center management

Professional experience must include the following:

• Managing a large contact center team and achieving performance targets
• Coaching and mentoring supervisors and managers
• Performance management and organizational development
• Leading continuous improvement initiatives, identifying opportunities for improvement, and implementing strategies to drive success
• Analyzing data, managing metrics, and using analytics to improve performance

2. One (1) year of leadership experience, in a professional or managerial role, with demonstrated ability to motivate and inspire employees, delegate tasks effectively, and manage conflict

3. Strong communication and problem solving skills with the ability to effectively communicate with employees, customers, and executives

4. Experience establishing and maintaining positive relationships with customers of all levels, both internal and external

5.  Ability to work cooperatively with individuals from diverse backgrounds and underserved communities

Preferred Qualifications

Experience working in a union environment

Experience advising on the effects of proposed legislation

Experience developing and implementing policies and procedures to include research, documentation, implementation and communication to employees and invested stakeholders

Knowledge of industry best practices, trends and emerging technologies

Experience providing business requirements for IT projects, technology related project coordination and contract management

Experience and knowledge of driver and motor vehicle related services

Physical Requirements

Very Light:  Requires occasionally moving and transporting such articles as file folders and small tools. May need to maintain a stationary position for long periods of time while carrying out job duties.

Additional Requirements

This position requires successful completion of the following:

It is the policy of the Department of Public Safety that all employees submit to a background investigation prior to employment, includes the following components:

1.  Criminal history

2.  Reference check

3.  Fingerprinting check 

4.  Credit check

5.  Education Verification check

6.  US citizenship check

Application Details

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

If you have questions about the position, contact Faith Xiongblaxang at faith.xiongblaxang@state.mn.us.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Faith Xiongblaxang at faith.xiongblaxang@state.mn.us.