Customer Experience Lead

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

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.

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.

• 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…