Regional Manager

Regional Manager – Service Oklahoma The 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. Benefits include a generous benefits package, including a benefits allowance to offset costs of medical, dental, vision, life and disability insurance plans, a retirement plan match of up to 7%, 11 paid holidays, 15 days of paid annual leave (increasing every 5 years), 15 days of paid sick leave, and longevity payments based on 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 requires a comprehensive understanding of our multifaced operations and the ability to foster a culture of excellence in customer service. The services offered in the locations include driver license and motor vehicle operations. Responsibilities Lead and motivate a team of Location Supervisors and Service Center Agents to exceed customer service expectations, focusing on decreasing wait times while delivering welcoming and friendly interactions. Monitor and evaluate day‑to‑day operations of each assigned location and ensure compliance with company policies, procedures and operational standards. Collaborate with the Director of Customer Success to set productivity expectations and provide guidance to achieve them. Implement and maintain cleanliness and environment guidelines to create an appealing environment. Recruit, hire, train and manage location Leads and staff. Conduct performance evaluations and provide constructive feedback to improve employee performance. Work closely with the Store Scheduler to ensure adequate staffing levels meet customer demands. Ensure each location provides excellent customer service and resolves escalated complaints promptly. Gather and act on customer feedback to enhance the customer experience. Ensure locations adhere to all regulatory and safety standards, address compliance issues promptly, and maintain ethical standards. Provide regular updates to executive management on the performance of the assigned region. Project a positive image of the agency to employees, customers and the community. Perform other duties as required by business needs. Knowledge, Skills & Abilities Strong ability to recruit, train and develop teams. Excellent customer‑service focus with a high expectation of best‑in‑class service. Superior verbal and written communication and interpersonal skills; ability to build 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 and decision‑making skills. Ability to intelligently build a course of action. Understanding of key service‑level standards and holding teams accountable for meeting them. Ability to analyze and resolve interpersonal issues. Education & Experience Bachelor’s degree in Hospitality, Retail Management or related field with 1–3 years of progressive retail or customer‑service management experience. Master’s degree in Hospitality, Retail Management or related field with 2 years of progressive retail or customer‑service management experience. A combination of education and experience totaling 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 be performed in a combination of office settings with a computer and storefront settings where some portion of the workday may be on the store floor. The noise level is usually mild but may increase with customer traffic. The schedule may require flexibility, including some weekends and overtime based on agency needs. The role requires 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 for required travel. 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. Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub. #J-18808-Ljbffr