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Deputy Director - Customer Service Bureau/ Motor Vehicle Division

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Deputy Director - Customer Service Bureau/ Motor Vehicle Division

Salary

$98,009.60 - $139,568.00 Annually

Location

Ankeny - 50021 - Polk County, IA

Job Type

Full-time

Job Number

25-03585

Agency

645 Iowa Department of Transportation

Opening Date

06/30/2025

Closing Date

7/21/2025 11:59 PM Central

LinkedIn Tag

#LI-POST

Point of Contact

Julie Johnson - [email protected]

+ Description

+ Benefits

+ Questions

Job Description

Are you a values-driven leader ready to make a meaningful impact? The Iowa Department of Transportation (DOT) is seeking aDeputy Director to support the Customer Service Bureauin its mission to deliver exceptional service across the state. This leadership position plays a vital role in advancing our core values ofSafety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception, while fostering a workplace culture defined by collaboration, transparency, accountability, and continuous improvement.

Iowa Department of Transportation’s Mission isMaking Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa Department of Transportation’s five CORE values. As Deputy Director, you will work closely with the Bureau Director to implement strategic initiatives, optimize service delivery, and provide strong, values-based leadership to our teams across the state.

Location : Ankeny

Shift Requirements :

+ Full-time 8 a.m. – 4:30 p.m. in-person presence in Ankeny with the potential for some remote work and flexible scheduling.

+ Occasional overnight travel may be required.

As a Customer Service Deputy Director (Public Service Manager 2) , your duties will include, but are not limited to:

+ Lead and oversee personnel management, facility operations, and resource allocation on behalf of the Bureau Director, with full authority to make operational decisions as needed.

+ Direct day-to-day operations across all 18 state-operated driver’s license service centers and the centrally located Motor Carrier and Vehicle Services team, ensuring alignment with bureau goals, adherence to state and federal regulations, and a consistent focus on excellence in customer experience.

+ Monitor decisions and maintain comprehensive documentation for internal and external stakeholders, ensuring transparency and continuity.

+ Establish, monitor, and track performance benchmarks for service delivery, including:

+ Call wait times

+ Call abandonment rates

+ Appointment and service lead times

+ Customer volume

+ Satisfaction ratings

+ Transaction and interaction durations

+ Prepare and deliver clear, data-driven reports to DOT leadership, internal stakeholders, and public officials to inform decision-making and support accountability.

Communicate effectively and tailor messaging to diverse audiences. Lead initiatives that make Iowa DOT’s Customer Service Bureau a benchmark for public service excellence.

What we offer YOU:

+ Competitive pay and benefits package including health, dental, flexible spending, and life insurance.

+ Insurance benefits start first of the month following 30 days of employment. 2025 health and dental insurance premiums can be found here (https://das.iowa.gov/media/4378/download?inline=) .

+ Opportunities for professional growth and development.

+ Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year.

+ Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match

+ Optional 401A plan with employer contributions.

+ Employee Discount Programs from a variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial).

We encourage you to view more about the State of Iowa Employee benefits and costs at the State of Iowa Employee Benefits Website (https://das.iowa.gov/human-resources/employee-and-retiree-benefits/employees) !

Ready to Make a Difference? You have the freedom to flourish in Iowa!

Join us in shaping the future of transportation and public service in Iowa.

Apply today and help us make lives better—through transportation leadership, service, and innovation.

The Iowa Department of Transportation is an equal opportunity employer. If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA/EEO) Officer at: [email protected]

Reasonable accommodation includes an interpreter, translator, written materials, modified equipment/devices, ADA access, etc. This does not include scheduling needs.

This is a non-merit position with the Iowa Department of Transportation.

Selectives

Minimum Qualification Requirements

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

1) Graduation from an accredited four-year college or university and experience equal to six years of full-time management-level work in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation.

2) Ten years of full-time management-level work experience in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation.

3) All of the following (a and b):

a. Six years of full-time management-level work experience in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation; and

b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.

4) All of the following (a, b, and c):

a. Four years of full-time management-level work experience in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation; and

b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience; and

c. A combination of a total of two years of graduate-level education and full-time experience (as described in part a), where twenty-four semester hours of accredited graduate college or university course work in a public-service-related area (e.g., public or business administration, social work, law, education, engineering) equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.

5) Current, continuous experience in the state executive branch that includes eighteen months of full-time work as a Public Service Manager 1 or comparable specific management-level position.

For additional information, please click on thislink to view the job description. (https://das.iowa.gov/sites/default/files/hr/documents/class\_and\_pay/JobClassDescriptions/PublicServiceManager2-00786-60786-80786.pdf)

Why Choose the State of Iowa?

At the heart of our commitment to excellence is a dedication to our most valuable asset – our employees. Discover the outstanding benefits that set us apart as an employer of choice.

Our Robust Benefits Package Includes:

Competitive Compensation:

Enjoy a competitive salary that reflects directly on your skills and expertise.

Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendlyTotal Compensation Calculator (https://das.iowa.gov/media/3773/download?inline) .Gain insights into your comprehensive annual compensation, including salary and State-provided benefits.

Health and Wellness:

Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.

Retirement Planning:

We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind.Click here to learn more about IPERS (https://ipers.org/members) .

Paid Time Off:

Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.

Professional Development:

Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.

Employee Assistance Program (EAP):

We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.

Diversity and Inclusion:

Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.

Join Us - Elevate Your Career:

Ready to elevate your career with the State of Iowa?Click here (https://iowa.attract.neogov.com/recruitment/p/benefits) to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority!

01

Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely.Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question.Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.

+ Yes - I understand and agree.

+ No

02

PLEASE READ CAREFULLY

Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq?

+ No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq

+ Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq

03

Have you graduated from an accredited four-year college or university with a bachelor's degree? IF YES – How many years do you have of full-time management-level work in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation?

+ Not applicable - I do not have a Bachelor's Degree

+ Less than one year of the identified experience

+ One year to less than two years of the identified experience

+ Two years to less than three years of the identified experience

+ Three years to less than four years of the identified experience

+ Four years to less than five years of the identified experience

+ Five years to less than six years of the identified experience

+ Six years of more of the identified experience

04

How many years of full-time management-level work experience do you have in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation?

+ Less than two years of the identified experience

+ Two years to less than four years of the identified experience

+ Four years to less than six years of the identified experience

+ Six years to less than eight years of the identified experience

+ Eight years to less than 10 years of the identified experience

+ 10 years or more of the identified experience

05

Do you meetALLof the following (a and b): a. Do you have six years of full-time management-level work experience in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation;ANDb. Do you have a combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education. Note – total experience and education from "a" And "b" must equal a minimum of 10 years

+ Yes

+ No

06

Do you meetALLof the following (a, b, and c): a. Do you have four years of full-time management-level work experience in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation? IF YES: b. How many years do you have of post high school education in any field and additional full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience;ANDc. How many years ofgraduate-level educationand additional full-time experience (as described in part a), where twenty-four semester hours of accredited graduate college or university course work in a public-service-related area (e.g., public or business administration, social work, law, education, engineering) equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education. Note – Total experience and education from "a" "b" AND "c" must equal a minimum of ten years. The experience used to count for A cannot be the same experience used for B or C

+ Yes

+ No

07

If you are a CURRENT employee for the State of Iowa (executive branch) how many years of full-time experience for the State of Iowa as a Public Service Manager 1 or comparable specific management-level position do you have?

+ No experience as a Public Service Manager 1 or comparable specific management-level position for the State of Iowa

+ Less than six months of experience as a Public Service Manager 1 or comparable specific management-level position for the State of Iowa

+ Six months to less than 12 months of work experience as a Public Service Manager 1 or comparable specific management-level position for the State of Iowa

+ 12 months to less than 18 months of work experience as a Public Service Manager 1 or comparable specific management-level position for the State of Iowa

+ 18 months or more of work experience as a Public Service Manager 1 or comparable specific management-level position for the State of Iowa

+ Not applicable - I am not a State of Iowa Employee

Required Question

Employer

State of Iowa

Agency

645 Iowa Department of Transportation

Address

800 Lincoln Way

Ames, Iowa, 50010

Website

https://iowadot.gov/careers/

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