Customer Experience Lead

If you are a current State of Maine employee, please submit your application through the internal application process using the Find Jobs report in PRISM. Seasonal employees who do not have PRISM access should apply through the State’s career page and indicate on the application that they have previously worked for the State..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 PMJob 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

Join Our Team at the Department of the Secretary of State:

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.

About the Position:

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. You’ll need to bring strong communication skills, emotional intelligence, a solutions-focused mindset, and a commitment to learning the ins and outs of all areas of motor vehicle services. Whether you have years of leadership experience or you’re ready to take the next big step in your career, this is a chance to grow with us and help us grow, too.

What We’re Looking For:

Custo…