Regional Manager

Regional Manager Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state. This position has an annual rate of $75,000.00. The Service Oklahoma offers a generous benefits package, including a benefits allowance to offset the costs of medical, dental, vision, life and disability insurance plans. The Service Oklahoma will match up to 7% towards an employee’s Defined Contribution retirement plan. Our employees receive 11 paid holidays, 15 days of paid annual leave, which increases with every 5 years of service, and 15 days of paid sick leave. Additionally, employees will receive longevity payments based on their years of service with the State of Oklahoma. Position Summary Service Oklahoma is hiring a Regional Manager. The Regional Manager will report to the Director of Customer Success and will oversee multiple Service Oklahoma locations. This role will require a comprehensive understanding of our multifaced operations as well as the ability to foster a culture of excellence in customer service. The services offered in the locations include, but are not limited to, driver license and motor vehicle operations. Position Responsibilities Leads and motivates a team of passionate and knowledgeable Location Supervisors and Service Center Agents who strive to exceed customer service expectations by focusing on decreasing wait times while delivering welcoming and friendly interactions. Monitors and evaluates the day-to-day operations of each of their assigned locations. Ensures assigned locations follow company policies, procedures, and operational standards. Collaborates with Director of Customer Success to set productivity expectations for each location and provides guidance and direction to Location Supervisors and Leads to achieve them. Implements and maintains cleanliness and environment guidelines to create an appealing environment. Recruits, hires, and ensures training of location Leads and staff. Conducts performance evaluations and provides feedback to improve employee performance. Works closely with Store Scheduler to ensure adequate staffing levels meet customer demands. Ensures each location provides excellent customer service and resolves escalated complaints effectively and in a timely manner. Gathers and acts on customer feedback to enhance the customer experience. Ensures locations adhere to all regulatory and safety standards, addresses compliance issues promptly and effectively. Provides regular updates to executive management on the performance of their assigned region. Establishes and maintains the highest level of ethical standards, confidentiality, and integrity; models, guides, and holds accountable all team members, leads, and supervisors to this commitment. Projects a positive image of the agency to employees, customers, and community. Performs other duties as required by business needs. Knowledge, Skills & Abilities Strong ability to recruit, train, and develop teams Strong skills in customer service focused with a high expectation of best-in-class service Superior verbal and written communication and interpersonal skills; Effectively communicates with the ability to build a consensus Superior managerial and diplomacy skills Excellent organizational skills and attention to detail Excellent analytical, decision-making, and problem-solving skills Ability to be flexible and demonstrate strong judgment/decision-making skills Ability to intelligently build a course of action Understands key service level standards and hold teams accountable for meeting these standards Ability to analyze and resolve interpersonal issues Education & Experience Preferred education/experience for this position consists of: A bachelor’s degree in Hospitality, Retail Management, or related field, PLUS 1-3 years of experience in progressive retail or customer service management OR a master’s degree in Hospitality, Retail Management, or related field, PLUS 2 years of experience in progressive retail or customer service management OR a combination of education/experience total 5-7 years of progressive retail and/or customer service management experience Preference may be given to those with experience managing multiple locations. Special Requirements This position will work in a combination of office settings with a computer and in storefront settings where some portion of the workday may be on the store floor. The noise level in the work environment is usually mild but can depend on customer traffic in the store. The schedule for this position may require flexibility, including some weekends and overtime, based on the needs of the agency. This position will require travel. The selected applicant must have reliable transportation and be willing and able to perform all job-related travel. Possession and maintenance of a valid Oklahoma Driver License is also required. A state vehicle may or may not be available during required travel times. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Equal Opportunity Employment The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability. #J-18808-Ljbffr