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Customer Experience Lead

Augusta , Maine , United States | SOS, Bureau of Motor Vehicles | Full-time | Partially remote

Apply by: June 11, 2025

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Position: Customer Experience Lead

Department: The Department of the Secretary of State

Schedule: Monday–Friday, 8:00 AM to 5:00 PM (Flexible based on business needs)

Job Class: Clerk IV – 0004

Salary: $19.95–$27.77 per hour

Closing Date: June 11, 2025

Join Our Team at the Department of the Secretary of State

At the Department of the Secretary of State, we are a team dedicated to providing efficient and exceptional service to our community. We prioritize work-life balance and offer great benefits to support our team in achieving professional success while maintaining personal well-being. Join a team that fosters a culture of teamwork, integrity, and continuous improvement, offering opportunities for growth and making a meaningful impact on the lives of our citizens.

Are you ready to make a difference?

We are looking for dedicated and collaborative individuals who thrive in a dynamic, growth-focused environment. If you are passionate about making a difference, driving success, and being part of a positive team culture, we want you on our team.

About the Position:

We are seeking an energetic and forward-thinking professional to serve as theCustomer Experience Leadin the Bureau of Motor Vehicles’ Public Services Contact Center. This isn’t just a supervisory role it’s a leadership opportunity for someone who thrives on creating positive experiences, empowering teams, and driving excellence in public service. If you’re the kind of person who lights up at the thought of helping others, improving systems, and leading change with heart and accountability, this is the role you've been waiting for.

As the Customer Experience Lead, you will take the helm of our contact center operations, guiding a team of agents who serve as the first point of contact for thousands of Maine residents. You’ll ensure that customer inquiries are handled quickly, accurately, and with care — reinforcing our mission to provide exceptional public service. This role requires a blend of strategy, coordination, and day-to-day execution. From monitoring staff performance and optimizing workflows to coaching staff and resolving escalated customer issues, you will have the autonomy and support to make real impact.

You will serve not only as a supervisor but as a mentor and motivator. Your leadership will be key to fostering a collaborative, respectful, and purpose-driven work environment. You’ll develop and deliver training, provide one-on-one coaching, and ensure team members feel equipped and empowered to succeed in a fast-paced, service-focused environment. Your presence will set the tone a calm, knowledgeable, and professional guide through each day’s unique challenges and opportunities.

The Customer Experience Lead is also critical to our contact center’s operational continuity. You’ll step in when needed to maintain seamless coverage, working shoulder-to-shoulder with your team and our Senior Section Manager to balance daily needs with longer-term innovation. As our operations expand, your voice and ideas will help shape the direction of our services, ensuring our response evolves alongside the needs of Maine citizens.

This role is designed for someone who wants more than a job, it is for someone who sees public service as a calling and customer care as a craft. You’ll need to bring strong communication skills, emotional intelligence, a solutions-focused mindset, and a commitment to learning the ins and outs of all areas of motor vehicle services. Whether you have years of leadership experience or you’re ready to take the next big step in your career, this is a chance to grow with us and help us grow, too.

What We’re Looking For:

•Team Collaboration:Ability to work effectively within a team, contributing to shared goals and helping others succeed.

•Communication Skills:Clear and effective communication with colleagues, management, and stakeholders to ensure alignment and clarity.

•Adaptability:Willingness and ability to adapt to changing priorities, processes, and technologies.

•Problem-Solving:Strong critical thinking skills to identify issues and propose innovative solutions.

•Attention to Detail:A focus on accuracy and thoroughness in completing tasks and managing responsibilities.

•Professionalism:Maintain a positive and respectful work environment through thoughtful, courteous interactions.

Key Competencies We Value:

•Emotional Intelligence:Ability to understand and connect with others, showing empathy while maintaining professionalism and accountability.

•Conflict Resolution & Feedback:Skill in managing difficult situations and offering constructive feedback with tact and respect.

•Time Management: Strong organizational and multitasking abilities to balance various responsibilities effectively.

•Commitment to Excellence:Dedication to achieving high standards in service delivery and personal work performance.

•Continuous Improvement:A mindset focused on improving processes, learning new skills, and supporting team development.

In this role, you will:

• Supervise a team of contact center agents handling high-volume customer service interactions across multiple programs.

• Manage daily operations, staff performance, schedules, workflow optimization, and quality assurance.

• Serve as the escalation point for complex or difficult inquiries from the public and partner agencies.

• Oversee onboarding and training for new hires and implement ongoing professional development initiatives.

• Collaborate with other sections and leadership to align customer service with agency-wide strategic goals.

• Evaluate trends and develop innovative ways to improve the customer and employee experience.

After successfully completing your probationary period, this position may offer hybrid flexibility, allowing you to work remotely part of the week, depending on operational needs and supervisory approval.

Preferences will be given to candidates who have:

• Experience supervising call center, customer service, or administrative teams in a fast-paced or remote/hybrid environment.

• Experience with quality assurance programs or leading performance management initiatives.

• Knowledge of motor vehicle laws, policies, and service delivery requirements.

• Experience coordinating training, leading teams, creating procedures, or managing process improvements.

• A mentor mindset and a proactive, service-focused approach to leadership.

• A desire to grow professionally and support the success of team members and the Bureau.

Minimum Qualifications:

Six (6) years of responsible clerical experience to include two (2) years performing supervision or performing highly independent clerical work.

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.

Why Join Our Team?

No matter where you work across Maine state government, you’ll be part of a workforce that embodies our state motto—"Dirigo" or "I lead"—providing essential services to Mainers every day. We believe in supporting our workforce's health and well-being with a valuable total compensation package, including:

+ Work-Life Fit: Take time for yourself with 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.

+ Health Insurance Coverage: The State of Maine pays 85%-95% of employee-only premiums ($11,196.96 - $12,514.32 annual value), depending on salary. Use this chart to find premium costs for you and your family, including the percentage of dependent coverage paid by the State.

+ Dental Insurance: The State of Maine pays 100% of employee-only dental premiums ($387.62 annual value).

+ Retirement Plan: The State contributes the equivalent of 13.89% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

Contact information:

Questions about this position should be directed to Matthew Dudley at [email protected]

Application Instructions:

Interested applicants need to apply online by selecting the "Apply for this opening" button along with uploading a cover letter, current resume, and copies of any transcripts or certifications you wish to have considered while evaluating your application. In order for us to properly determine if you meet the minimum qualifications for any posting, you must be sure your resume includes month and year for any experience listed along with the duties and responsibilities associated with each particular time period. Any experience that was not full-time employment should be identified as such.

If you require a paper application, please download and print one HERE (https://www.maine.gov/bhr/state-jobs/application-process) or contact our office at 207-441-4512 . Paper applications for this posting should be submitted along with cover letter and resume before the closing date to Secretary of State Office of Human Resources, 29 State House Station, Augusta, ME 04330 or faxed to 207-624-9313 . Be sure title of the job you are applying for is included. Applications cannot be accepted after the posting closing date.

State employees are eligible for an extensive and highly competitive benefits package, covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness.

Note : Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for anything less than full-time.

There's a job, and then there’s purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants demonstrate job requirements in different ways, and we appreciate that many skills and backgrounds can make people successful in this role.

As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation, or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics.

If you’re looking for a great next step and want to feel good about what you do, we’d love to hear from you. Please note that reasonable accommodations are provided to qualified individuals with disabilities upon request.

Thinking about applying?

Research shows that people from historically excluded communities tend to apply to jobs only when they check every box in the posting. If you’re currently reading this and hesitating to apply for that reason, we encourage you to go for it! Let us know how your lived experience and passion set you apart.