Head of Customer Service Operations

Requisition No: 881149
Agency: Highway Safety and Motor Vehicle
Working Title: OPERATIONS SERVICES MANAGER - SES - 76002674
Pay Plan: SES
Position Number: 76002674
Salary: $55,000.08 Annually
Posting Closing Date: 08/21/2026
Total Compensation Estimator

OFFICE OF EXECUTIVE DIRECTOR

BUREAU OF ADMINISTRATIVE REVIEWS

• Selected Exempt Service (SES) Opportunity*
• Internal Opportunity - FLHSMV Employees Only*

To be considered for this position, applicant responses to qualifying questions must be clearly stated within the employment history. Software systems, actual work experience, and years of employment must be clearly defined, or the application may not be considered for the position.
Contact Person: Samantha Simpkins, View email address on us.fitly.work

The Organization
The Florida Department of Highway Safety and Motor Vehicles (FLHSMV) provides highway safety and security through excellence in service, education, and enforcement. With a workforce of approximately 4,500 employees throughout the state, the Department is leading the way to A Safer Florida through the efficient and professional execution of its core mission: the issuance of driver licenses, vehicle tags and titles, and operation of the Florida Highway Patrol.
Our Benefits include

• Paid Parental Leave
• Annual and Sick Leave Package
• Nine Paid Holidays
• State Health and Life Insurance
• Educational Benefits
• Contributory Retirement Plan

To learn more about FLHSMV and why it’s a great place to work, visit our website at: flhsmv.gov/careers .

If you're seeking employment with a meaningful mission, opportunities for skill growth and career advancement, competitive medical and life insurance, retirement benefits, ample vacation and sick leave, paid holidays, and educational assistance, consider building your career at FLHSMV!

Duties and Responsibilities
As a Field Office Administrator, you will oversee the day-to-day operations of a Bureau of Administrative Reviews (BAR) field office. This position is responsible for ensuring that office operations are running efficiently and effectively. An ideal candidate will have strong leadership skills to communicate with and motivate subordinates, strong customer service skills to provide professional and impartial service to members of the public, forward-thinking skills to mitigate and proactively address operational inefficiencies, tracking and monitoring hearing caseloads within the office to maintain prompt, high-quality customer service and to satisfy deadlines, communicating with stakeholders regarding questions and needs in areas relating to the administrative review process and driver license programs, analyzing office data, policies and procedures for creation of reports, supervising and managing the performance of multiple subordinates, leading a team by example, identifying areas for continual improvement and additional training, handling office inventory, purchasing, and other operational needs, conducting administrative review hearings under oath to make determinations for possible reinstatement of driver licenses in accordance with Florida Statutes and FLHSMV policies and procedures.

Knowledge, Skills, and Abilities
Leadership – ability to manage and motivate a team to produce quality work products and high-level customer service, delegate tasks to create and office that operates efficiently, manage subordinates fairly and provide support where and when needed.
Organization and Prioritization – ability to plan and organize time, resources, and workload effectively to maintain office efficiency and meet statutory deadlines.
Professionalism and Customer Service – ability to communicate with others and conduct hearings in a professional and impartial manner, ensuring the integrity of the process and respect for all of the participating stakeholders, to maintain high professional standards and remain calm, courteous and tactful while dealing with situations that are sensitive in nature or with individuals who are difficult, hostile or distressed.
Information Comprehension and Interpretation – ability to understand, interpret and logically apply a variety of information and data to cases under review. This includes driving records, investigation reports, FLHSMV policies and procedures, administrative rules and Florida statutes.
Reasoning, Critical Thinking, and Judgment – ability to weigh and evaluate a variety of legal and non-legal information and consider numerous factors while making sound, well-informed and objective decisions.
Discretion and Integrity – ability to handle sensitive information with discretion, maintain the confidentiality of information, maintain the trust of subordinates, and uphold the integrity of the administrative review process.
Technology Application – ability to proficiently operate a computer and associated systems/applications such as Microsoft Office applications and possess the aptitude to learn new software.

Preferred Qualifications
At least three (3) years of management experience supervising subordinates.
At least five (5) years of customer service experience dealing with complaints, inquiries, and problem resolution.
Experience related to administrative hearings.
Experience interpreting and applying laws, rules, regulations, policies and procedures.
Associate or bachelor’s degree.

Job Related Requirements

• The position requires the incumbent to have and maintain a valid driver’s license in good standing. A driver’s license history review will be conducted on all candidates in consideration for the position.
• High School Diploma or GED equivalent.
• The position you are applying is subject to a Level 2 background check, along with Criminal Justice Information System (CJIS) clearance, to include a fingerprint-based check of the criminal records of the FBI, as a condition of employment pursuant to Chapter 110.1127, 435 and 943, Florida Statutes.  Please note that, since this position requires CJIS clearance, the Department will have access to all an applicant’s criminal and juvenile delinquency records, even those that have been sealed or expunged.

General Information

• The elements of the selection process may include a skill assessment and/or oral interview.
• Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI. Fingerprints and associated information/biometrics will be retained in the FBI’s Next Generation Identification (NGI) system and fingerprints may continue to be compared against fingerprints submitted to or retained by NGI.
• FLHSMV employees are paid once a month on the last workday of each month. All state employees are required to participate in the direct deposit program pursuant to s. 110.113 Florida Statutes.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center View phone number on us.fitly.work). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.