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Senior Motor Vehicle Section Manager / Bureau of Motor Vehicles

State of Maine

Augusta, Maine

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JOB DETAILS
SALARY
$61,942.40–$87,464
SKILLS
Administrative Skills, Analysis Skills, Call Center Operations, Call Centers, Coaching, Communication Skills, Continuous Improvement, Customer Experience, Customer Support/Service, Detail Oriented, Establish Priorities, Government, Identify Issues, Leadership, Onboarding, Operational Communications, Operational Support, Performance Analysis, Problem Solving Skills, Process Improvement, Risk Analysis, Service Delivery, Team Lead/Manager, Team Player, Telephone Skills, Thought Leadership, Trend Analysis
LOCATION
Augusta, Maine
POSTED
Today
If you are a current State of Maine employee, please submit your application through the internal application process using the Find Jobs report in PRISM. Seasonal employees who do not have PRISM access should apply through the State's career page and indicate on the application that they have previously worked for the State.
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Department: Secretary of State / Bureau of Motor Vehicles

Division: Public Services Division

Location: Augusta, Maine

Schedule: Full-Time, Monday-Friday 8-5

Job Class & Grade: 7340, Range 27

Salary: $61,942.40- $87,464.00

Closing Date: May 22, 2026

Join Our Team at the Department of the Secretary of State:
The Department of the Secretary of State is committed to delivering reliable, transparent, and high-quality public services that impact the lives of Maine people every day. We foster a culture rooted in teamwork, integrity, accountability, and continuous improvement, while prioritizing work-life balance and employee well-being. If you are a confident, thoughtful leader who thrives in complexity, values public service, and is ready to guide teams through change, we invite you to bring your leadership to the Bureau of Motor Vehicles.

About the Position:
Every year, the Bureau of Motor Vehicles connects with approximately 1.2 million Mainers, and the Contact Center is often where that connection begins. As the Senior Motor Vehicle Section Manager, you will lead the team that is the voice of the BMV: the people who answer the calls, solve the problems, and turn a frustrating day into a resolved one.

This is a high-impact leadership role within the Public Services Division. In this position, you will lead, coach, and develop a team of contact center and training professionals while helping shape the future of service delivery across the Division. You will partner closely with the Division Director and Regional Managers to support statewide operations, strengthen communication, guide training initiatives, and ensure teams have the tools and support needed to provide consistent, high-quality service to the citizens of Maine.

If you are energized by building strong teams, solving operational puzzles, and making government work better for the people it serves, this role was built for you.

First 6-12 Month Expectations:
Within your first year, you will be expected to:
  • Complete onboarding and develop a working command of Maine motor vehicle laws, BMV systems, and Contact Center operations with leading training initiatives
  • Build trusted relationships with your direct reports, the Division Director, and cross-divisional partners.
  • Establish a performance baseline for the Contact Center and develop monthly, quarterly, and annual goals with clear action plans.
  • Identify and lead at least one meaningful process improvement initiative that strengthens the customer experience or operational efficiency.
  • Produce regular performance reports and analyses for upper management, surfacing trends, risks, and opportunities.

What We're Looking For:
We are looking for a leader who brings both heart and structure to the work. Someone who knows that strong customer service starts with a strong team and that strong teams are built through clear expectations, honest coaching, and a genuine investment in people.

You are comfortable with ambiguity and steady under pressure. You can read a dashboard and read a room, ask good questions, listen carefully, and make sound decisions. You see policy and procedure not as red tape, but as the scaffolding that lets a team deliver consistently.

Key Competencies We Value:
  • Customer Service Leadership - Modeling, reinforcing, and upholding high standards of courteous, accurate, and efficient service.
  • High-Volume Operational Leadership - Leading teams through demanding workloads while maintaining professionalism, accuracy, and responsiveness statewide.
  • Collaborative Team Leadership - Building and sustaining effective teams through collaboration, accountability, and a respectful, productive workplace culture.
  • Professional Judgment & Attention to Detail - Applying analytical thinking and sound judgment to complex operational decisions while ensuring accuracy, consistency, and compliance.
  • Clear & Strategic Communication - Communicating complex rules, policies, and changes clearly to staff, leadership, municipalities, and the public.
  • Problem-Solving & Risk Awareness - Identifying issues, assessing risk, and implementing practical, solution-focused responses while supporting staff throu

About the Company

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State of Maine

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