State Division Administrator 17 - Customer Information Division Director

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THIS POSITION IS OPEN TO CURRENT STATE OF MICHIGAN EMPLOYEES ONLY

* POSITION DUTIES - This position serves as the Director of the Customer Information Division (CID). The Division is comprised of the Department of State Information Center Section (DSIC), the Field Support Technology Unit (FSTU) and the Continuous Improvement Section (CIS). This position provides leadership and direction of the largest call center within MDOS, the email support team, branch technology support as well as department wide continuous improvement efforts. In collaboration with the Bureau Director, this position has the overall responsibility of providing timely and effective resolutions for customers who contact the Department. This position will monitor and analyze customer interactions to make recommendations and/or implement process Information improvements. This position will keep the Bureau and department informed of any issues or concerns regarding customer support and ensure implementation of effective, sustaining solutions. This position directs and oversees research, development and execution of projects to improve customer and employee experience and facilitate robust planning and reporting using data throughout the department. This position will continually adapt to maintain success in evolving business and customer standards. In support of delivering high-quality customer service, the Director will ensure staff obtain and maintain required certifications, trainings and skills to remain on par or exceed industry standards for service delivery. Position Description - State Division Administrator 17 APPOINTMENT TYPE/BENEFITS - This position is Full-Time. Therefore, you would be eligible to participate in the benefits offered by the state. MDOSJOBSEducation Possession of a bachelor's degree in any major. Experience Two years of experience as a professional manager or program/staff specialist, or equivalent experience.Education level typically acquired through completion of high school and three years of safety and regulatory or law enforcement experience at the 14 level; or, two years of safety and regulatory or law enforcement experience at the 15 level, may be substituted for the education and experience requirements OR At least one year of professional experience in the state classified service AND at least two years of experience as a professional manager or program/staff specialist You must apply for this vacancy through the NEOGOV system; click on "Apply" in the job posting for instructions in submitting your electronic application. Please attach a resume and cover letter to your application. Failure to do so may result in your application being screened out of the hiring process. If you qualify for this position based on your education, you must attach a copy of your official transcript to your application. Failure to do so may result in your application being screened out of the hiring process. As outlined by Civil Service, an official transcript must bear the applicant’s name, college, or university certification (e.g., seal, logo, watermark, or letterhead), date and name of the conferred degree and registrar’s signature. Transcripts that do not meet these requirements are considered unofficial. For more information regarding official transcripts, click here(Download PDF reader). Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S. educational equivalents unless the degree has been recognized by the Council on Higher Education Accreditation (CHEA). Go to evaluators for a list of accepted organizations that evaluate foreign credentials. Failure to provide this evaluation at the time of application may result in you being screened out of the process. The use of AI (Artificial Intelligence) in the selections process (i.e. application, written exercises, cover letter, etc.) with MDOS is not permitted. If it is substantiated that AI was used in the process, your application will be removed from consideration. Your application for any position does not guarantee that you will be contacted by the Department for further consideration. Only those applicants interviewed will be notified of the results. Civil Service Commission Rule 2-7 requires that all newly hired state employees submit to and pass a pre-employment drug test prior to their actual appointment. Due to the nature of work of the Department of State, criminal records will be checked. Any position offer will be conditional until results of the criminal background record checks indicate eligibility for employment. View the job specification at: http://www.michigan.gov/documents/StateDivisionAdministrator_13132_7.pdf Apply To This Job