OPERATIONS & MGMT CONSULTANT MGR - SES - 76002592

Requisition No: 854247 

Agency: Highway Safety and Motor Vehicle

Working Title: OPERATIONS & MGMT CONSULTANT MGR - SES - 76002592

 Pay Plan: SES

Position Number: 76002592 

Salary:  $70,000.08 Annually 

Posting Closing Date: 08/02/2025 

Total Compensation Estimator Tool

Division of Motorist Service

Bureau of Commercial Vehicles and Driver Services

*Selected Exempt Service*

*Open Competitive*

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: Heather Cunnungham, (850) 617-2831

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
The incumbent in this position is the Operations and Management Consultant Manager for the Bureau of Commercial Vehicle and Driver Services in the FLHSMV Headquarters Office.  It is responsible for overseeing the Bureau’s IFTA/IRP and Commercial Driver License Help Desk Call Center.  This is a key position to ensure that the call centers are functioning and providing quality customer service.  In addition, this position is responsible for working with the Operations and Management Consultant Manager over the IFTA/IRP Issuance and Compliance section and the Third-Party Unit Testing Section to stay current on processes. This position is critical to ensuring that operations are running smoothly and effectively.

Knowledge, Skills, and Abilities

• Effective communication skills, both written and verbal to include the ability to effectively conduct meetings and to present ideas, plans and recommendations verbally and in writing.
• Excellent customer service skills and the ability to establish effective working relationships with others.
• Ability to work independently with minimal supervision and to effectively manage, mentor and monitor staff. 
• Effective organizational, multi-tasking and time management skills to include the ability to effectively delegate work assignments and to ensure deadlines are met.
• Knowledge of the use performance measuring tools such as Nemo-Q and ability to analyze data and prepare reports.
• Ability to utilize critical thinking and problem-solving techniques to make sound and effective decisions.
• Knowledge of developing and implementing policies and procedures and the ability to analyze processes and implement process improvements.
• Knowledge of state and federal laws relating to driver licensing and the ability to interpret and apply laws, policies, and procedures to include personnel rules and procedures, as well as driver licenses regulations.
• Skill in using personal computers and software including Microsoft Word, PowerPoint, and Excel.
• Knowledge of Call Center best practices.

Preferred Qualifications
Preference will be given to candidates with the following:

• Supervisory/managerial experience to include managing staff schedules, monitoring workload, mentoring staff, and conducting performance reviews. 
• Experience overseeing operational activities for an office/program to include monitoring and ensuring productivity, quality and/or customer service standards are met. 
• Leadership role in a customer service focused environment to include resolving escalated, complex and/or unusual customer service issues.
• Call Center experience.

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.
• 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. 

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

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 (1-866-663-4735). 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.