Job Description

Position Summary

The Manager of the Vehicle Services Department will oversee the operations of five key units-EVR, ELT, IPM, CAB and Moped. This position will also be responsible for developing processes to enable electronic titles. This position requires a strategic leader with extensive knowledge of completing vehicle service transactions for partners like dealers, insurance companies and agents, fleets, towns and municipalities, and lien providers. The manager will lead a team of 23 staff members, ensuring compliance with state and federal regulations, providing excellent customer service, and improving operational efficiency across all units. This role will also collaborate closely with several internal stakeholders like vehicle services fulfillment and processing operations. It will also collaborate closely with external stakeholders like DOR, towns and municipalities, Service providers who work with dealers, insurance companies and agents, lien providers, auction houses, insurance companies, and customers. The role will be responsible for delivering exceptional service to our customers (both individual and business partners) by providing timely service and maintaining acceptable SLAs in multiple service areas.

• Oversee EVR operations which involve working closely with service providers and permit holders. It involves developing effective remote and onsite processes for auditing over 920 permit holder locations and 1840+ individual EVR participants that process several transactions on behalf of the RMV (EVR processes more than half of the overall vehicle transactions in the registry). This role also requires continuing to add more transactions to EVR, which improves customer service and enables scale without adding staff in the agency.
• Oversee ELT operations which involve working closely with service providers and lienholders, and recruiting more lienholders into the program that allows for paperless exchange of vehicle and title information.
• Oversee IPM operations which involve working with insurance companies and agents to both collect accurate insurance policy information as well as manage systems that allow for sharing RMV data with insurance companies and agents to support their business processes.
• Oversee CAB operations, which ensures accuracy of MSRP information, garage addresses, and manages excise bill runs to allow for local towns and municipalities to collect excise revenue. This also involves maintaining relationships with towns and municipalities and processing registration non-renewals when parking tickets and excise are unpaid.
• Lead the development of an approach, development, pilots and implementation of e-titles. This will enable customers to be able to electronically sign titles and in the long run also replace paper titles with electronic titles. Work with AAMVA, business partners and other stakeholders to develop and implement an approach that is foolproof and prevents fraud.
• Ensure documentation of current processes, standard operating procedures, continuous review and improvement of processes, and consistent implementation of processes and procedures by all departments under the oversight of this manager. Collaborate with other agencies and MassDOT departments on projects and process improvements. Ensure continuous learning to stay updated on industry trends and best practices to drive improvements in processes.
• Establish, track and monitor, report on and improve SLAs across all departments under the oversight of this manager. Resolve customer-related issues and inquiries within 24-48 hrs. As a back-office team, you will sometimes receive customer inquiries via frontline channels like service centers and contact centers. Identify opportunities to train frontline channels to answer simple high frequency questions independently accurately the first time. Implement and maintain high standards of quality control across all departments to ensure that all customer-facing processes, such as the issuance of corporate registrations, creation of business accounts, vehicle fraud investigations and resolutions meet or exceed customer expectations. Assist customers and MassDOT shared service areas with inquiries, data requests, press requests in a timely manner. Ensure all operations comply with state laws and regulations while advocating for changes that could improve customer service. Engage effectively with both internal and external stakeholders.
• Lead, motivate, and develop a large team of supervisors and staff, fostering a culture of excellence, accountability, and continuous improvement. Responsibilities include interviewing/hiring, training, payroll, performance management and employee evaluations, dispute resolution and grievance handling, team communication, ensuring compliance with collective bargaining agreement, managing organizational change, promoting equity and mitigating bias, collaboratively problem solving with staff and union representatives, administering progressive discipline. Maintain effective relationships with external and internal collaborators and stakeholders e.g. MAIA, Dealer associations, Auction houses, TAM, AAMVA, department of revenue, MassDOT shared services etc.
• Develop and implement long-term strategic plans for vehicle services programs that align with the mission and objectives of the Registry of Motor Vehicles. Collaborate with senior management and stakeholders to establish priorities and allocate resources effectively. Lead the adoption of new technologies and systems that enhance operational efficiency and data accuracy. Establish key performance indicators (KPIs), monitor performance data, and adjust strategies as necessary to meet objectives. Conduct regular reviews of data and reports to identify trends, forecast needs, and prepare for demand fluctuations. Promote a culture of continuous improvement. Leverage data analytics to make informed decisions regarding business workflows, departmental efficiency, training needs, and customer service improvements.

• For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@dot.state.ma.us.
• For general questions regarding MassDOT, call the Human Resources Service Center at 857-368-4722.
• For a disability-related reasonable accommodation or alternative application method, call the ADA Coordinator, Lucy Bayard, at 857-274-1935.