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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.
• Begin representing the BMV at relevant regional or national professional meetings.

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 through challenges.
• Adaptability & Change Leadership — Leading teams through evolving policies, procedures, technologies, and modernization initiatives while maintaining clarity, morale, and performance.
• Professional Leadership Presence — Representing the Department with integrity, accountability, and professionalism, and setting expectations for ethical conduct and public trust.

In This Role, You Will:

• Lead the BMV Contact Center Section, including hiring, onboarding, training, coaching, and performance evaluation of staff.
• Develop monthly, quarterly, and annual call center goals and action plans, and prepare schedules that ensure sufficient coverage.
• Analyze call center data and prepare reports for upper management to inform decision-making.
• Develop internal policies, rules, and procedures that strengthen both the customer and employee experience.
• Investigate and analyze complaints to determine root causes and implement effective corrective actions.
• Partner with the Division Director to identify problem areas and lead policy, procedural, and program improvements.
• Assist in developing the Contact Center budget and managing resources responsibly.
• Interpret and explain Motor Vehicle laws and procedures to staff, partner organizations, and the public.
• Implement and comply with human resource laws and policies, including AA/EEO, recruitment, classification, discipline, contract administration, security protocols, confidentiality, and employee safety.

Preferences Will Be Given to Candidates Who Demonstrate:

• Proven success managing teams in high-volume, customer-service, call center, or regulatory environments, including addressing performance challenges directly and constructively.
• Experience leading modernization efforts, system implementations, or complex process improvement initiatives.
• Experience developing or overseeing training and workforce development initiatives.
• Project management skills, including planning, coordinating, and supporting cross-functional projects to meet timelines and objectives.
• Working knowledge of data and reporting tools such as Tableau or Microsoft Power BI.

Minimum Qualifications:

An eight (8) year combination of education, training, and/or experience in business or public administration, including at least four (4) years in a supervisory capacity.

Applicants must be authorized to work in the United States. Please note that this position is not eligible for visa sponsorship or STEM OPT extensions, and successful candidates will be required to complete an I-9 form upon hire.

The successful candidate must pass a National Criminal Background check, which may include fingerprinting.

Contact information:

Questions about this position should be directed to Terri Kanaris Talent Acquisitions Specialist, via email Terri.Kanaris@Maine.gov

Application Instructions:

To apply, click “Apply for this opening” and upload your cover letter, resume, and any relevant transcripts or certifications. Your resume must include month/year for each position and list related duties and responsibilities. Please note if any experience was part-time.

Need a paper application? Download one [ HERE ] or call 207-441-9993.

Submit paper applications, cover letter, and resume before the closing date to:

Office of Human Resources
Secretary of State, Office of Human Resources
101 Hospital Street
Augusta, ME 04330
Fax: 207-624-9313

We are an Equal Opportunity Employer committed to building an inclusive workplace that respects and values diversity across all backgrounds.

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If you are unable to complete the online application, please contact the Human Resources representative listed on the job opening you are interested in applying for. They will work with you for an alternative method of submitting.