Customer experience lead

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Position: Customer Experience Lead (Anticipated Vacancy)

Department: The Department of the Secretary of State, Bureau of Motor Vehicles

Location: Augusta, Maine

Division: Public Services

Schedule: Monday – Friday, 8:00 AM to 5:00 PM

Job Class: Clerk IV – 0004

Grade: 18

Salary: $20.15 - $28.05 per hour (Includes a 1% recruitment and retention stipend)

Closing Date: September 11, 2026

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 excellent 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 fast-paced, customer-focused environment. If you are passionate about delivering outstanding public service, contributing to a high-performing team, and supporting the people of Maine every day, we want you on our team.

About the Position:

We are seeking an energetic and forward-thinking professional to serve as the Customer Experience Lead in 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:

• Customer Service Excellence: Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
• High Volume Readiness: Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
• Team Collaboration: Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• Adaptability: Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• Attention to Detail: A focus on accuracy and thoroughness in completing tasks and managing responsibilities. Confidently make informed decisions and stay solution-focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.
• Clear Communication: Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
• Problem-Solving: Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
• Professionalism: Consistently represent the Department with respect, integrity, and accountability.

Key Competencies We Value:

• Emotional Intelligence: Empathetic, self-aware, and able to manage high-stress interactions with tact.
• Conflict Resolution: Handle difficult or emotional customer situations with patience and effectiveness.
• Time Management: Prioritize tasks and complete assignments accurately and on time.
• Commitment to Excellence: Dedication to high-quality work, accuracy, and upholding public trust.
• 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.

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:

(Entry level knowledges, skills, and/or abilities may be acquired through, BUT ARE NOT LIMITED TO the following coursework/training and/or experience).

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.

The successful candidate must pass a National Criminal Background Check, including fingerprinting.

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 ($12,213.69 - $14,790.59 annual value), depending on salary. Use this chart to find the 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 ($365.28 annual value).
• Retirement Plan: The State contributes the equivalent of 14.06% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).
• Gym Membership Reimbursement: Improve overall health with regular exercise and receive up to $40 per month to offset this expense.
• Health and Dependent Care Flexible Spending Accounts: Set aside money pre-tax to help pay for out-of-pocket health care expenses and/or daycare expenses.
• Public Service Student Loan Forgiveness: The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office.
• Living Resources Program: Navigate challenging work and life situations with our employee assistance program.
• Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including non-birthing and adoptive parents—receive six weeks of fully paid parental leave. Additional unpaid leave may also be available, under the Family and Medical Leave Act.
• Voluntary Deferred Compensation: Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.

Contact information:

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

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 or contact our office at 207-441-9993. 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, 101 Hospital Street, 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.

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

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.