Deputy Director of Service Delivery

Department Information

The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect.

The vision of the department is to empower businesses and individuals through quality customer service, innovation, and collaboration. We celebrate diversity and support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work. For more exciting information about the Department of Revenue, please enjoy this brief video !

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Description Of Job

The Colorado Department of Revenue (CDOR) impacts every citizen in the state. Within CDOR, the Division of Motor Vehicles (DMV) manages identity security, legal driver credentialing, and vehicle enforcement infrastructure across Colorado.

The Driver Services Program (DSP) Service Delivery Unit is the primary public-facing arm of the DMV. Accountable for serving millions of residents annually, this unit directs public operations across 35 physical field office branches, the state's mobile operations fleet (DMV2GO), and high-volume, consolidated communication call centers. We are dedicated to providing secure, efficient, and accessible services while adhering strictly to state and federal statutory frameworks, including the Colorado Revised Statutes (C.R.S.) and the federal REAL ID Act.

Position Overview

The DMV is seeking an innovative, strategically-minded executive to serve as the permanent DSP Deputy Director of Service Delivery . This critical role provides master strategic direction, policy formulation, and structural operational command for the state's entire public-facing motorist services footprint.

As a senior executive, you will oversee an indirect organizational footprint of approximately 365 FTE, commanding field networks and phone support systems through subordinate District Managers and Operations Managers. Your mission is to assist in the definition and execution of long-term program objectives, standardize service baselines, eliminate operational waste, and optimize multi-channel transaction flow. This role holds final administrative accountability for the state’s field office branches, the consolidated Driver Services Call Center, and the integrated facilities management function.

Primary Responsibilities & Scope

• Structural Strategy & Programmatic Optimization (40%): Formulate, evaluate, and permanently approve state-level programmatic policies, transaction standards, and operational frameworks across all front-line channels. Establish long-term strategic plans for wait-time lean goals, statewide throughput cadence tempos, and identity verification compliance. Independently dictate resource allocations and personal services funding between physical and digital transaction channels to address shifting public needs.
• Executive Human Capital Command (30%): Direct multiple statewide organizational units through the direct supervision of senior subordinate managers (including District Managers, the Call Center Operations Manager, and the Facilities Lead). Establish cascading performance management systems, continuous professional development plans, and operational metrics for a workforce of ~365 FTE. Serve as final authority for human resource actions, including regional structural alignments and advanced personnel updates.
• Infrastructure & Asset Management (20%): Exercise executive command over the DSP Facilities Management Office (FMO) to manage the long-term lifecycle, spatial configuration, and security posture of the state's public infrastructure footprint. Analyze facility utilization metrics, security vendor allocations, and commercial lease constraints to ensure safe, optimized, and productive brick-and-mortar operations.
• Public Administration & Legislative Liaison (10%): Serve as the principal service delivery technical expert to program and division executive leadership. Act as the high-level operational liaison with state lawmakers, county authorities, federal compliance overseers, and public stakeholder groups. Formulate data-driven strategic public administration reports and present agency infrastructure plans during legislative hearings and cross-departmental initiatives.
  
  

Remote Work Information

• This position is designated as remote within the State of Colorado but may be required to work from a department office building location based on business needs.
• Employees are responsible to provide and maintain a home office or other suitable remote work location as well as Internet and a secure Wi-Fi connection.

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• All performance expectations, productivity, and policy adherence requirements apply to remote work from home in the same manner as those assigned to an office.
  
  

Check out our DMV video: https://youtu.be/9isQWl9grYc

Relocation compensation may be available if an out-of-state candidate is selected.

Residency Requirement

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

This posting is open to current and non-current residents of the State of Colorado at the time of submitting your application. However, if you are selected and accept the position, you will be required to establish residence in the State of Colorado within 60 days of accepting the offer.

Class Code & Classification Description

H6G8XX Management

Minimum Qualifications

Experience Only:

Ten (10) years of relevant experience in an occupation related to the work assigned to this position, two (2) of which must have included experience with public or business administration, establishing goals and objectives, as well as developing and managing a budget to achieve program goals and objectives

Or

Education And Experience

A combination of related education (Business or Public Administration preferred) and/or relevant experience in an occupation related to the work assigned equal to ten (10) years, two (2) of which must have included experience with public or business administration, establishing goals and objectives, as well as developing and managing a budget to achieve program goals and objectives

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed.

Preferred Qualifications

The ideal candidate will possess a proven record of executive leadership within a modern public administration or high-volume enterprise retail environment, displaying specific competencies in:

• Previous Experience in the Motor Vehicle Space: The preferred candidate will have significant experience and demonstrated success within a motor vehicle division performing similar work.
• Change Management Expertise: Documented experience leading large-scale organizational transformations or administrative modernizations. Holding a Prosci Certified Change Management Practitioner credential is highly desirable.
• Continuous Improvement & Operational Efficiency: Demonstrated success identifying operational bottlenecks, establishing throughput cadence metrics, and applying Lean principles to public transaction windows. Possessing a Lean Green Belt (or higher) or a Project Management Professional (PMP) certification is strongly preferred.

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• Advanced Multi-Channel Operations Management: Extensive experience directing geographically dispersed operations that integrate in-person storefronts, remote/virtual transaction systems, and large-scale call center infrastructures (such as managing 200+ FTE multi-tier reporting lines).
• Enterprise Technology Acumen: Familiarity or hands-on experience navigating and optimizing workflows within complex modern enterprise architectures or driver licensing platform environments, e.g. FAST Enterprises DS/VS, Amazon Web Services - Connect, and Customer Queuing Technologies. .
• De-escalation & Culture Building Leadership: Formal training or credentialing in Verbal De-escalation, Stakeholder Influence, or Conflict Resolution, with a history of cultivating psychologically safe, resilient, and customer-centric front-line work environments.
• Public Infrastructure Strategy: Experience collaborating with facilities management teams, managing complex commercial lease arrangements, or evaluating building utilization data for public-facing service centers.
  
  

DOR Required Skills and Competencies : Competencies required for all DOR positions include good communications skills, interpersonal and people management skills, the ability to multitask, the ability to work with confidential information, the ability to work in high-stress environments, and the demonstrated ability to assist customers.

Conditions Of Employment With The CDOR

Residency: Must become a resident of the State of Colorado. The relocation timeframe depends on DOR needs and is typically 30 to 60 days after an offer is accepted.

Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence.

As a condition of employment with the CDOR , all personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations, therefore all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy. Final candidates must also complete a successful nationwide background investigation and reference check prior to appointment. Certain positions based on duties may require scheduled background investigations.

Pursuant to the Universal Driving Standards Policy , any worker who will be expected to drive a State-owned vehicle is responsible for maintaining a safe driving record and a valid Colorado driver license prior to driving any State-owned vehicle.

To Be Compliant With The New Fleet Vehicle Policy, Motor Vehicle Records (MVRs) Will Be Pulled For Review For Workers Who

• Have an assigned State fleet vehicle
• Are required to operate a vehicle as part of the position
• Utilize a State fleet vehicle as a pool vehicle
  
  

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience/job duties sections of the online job application, to determine whether you meet the minimum qualifications for the position for which you are applying. Only complete applications submitted before the closing date of this announcement will be reviewed.

• Cover letters and resumes are encouraged to be attached to applications, however they WILL NOT be accepted in lieu of the official State of Colorado online application. CDOR does not review attachments of any kind during the application process.

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• Part-time work experience will be prorated.
• Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use "see resume" or "see attached" statements on your application.
• List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list each job held as a separate period of employment.
• Information must be accurate, including dates of employment. If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.
• The eligible list established from this posting may be used to fill additional vacancies.
  
  

Email Address

All correspondence regarding your status in the selection/examination process will be conducted via email. Please set up your e-mail to accept messages from "state.co.us" and "info@governmentjobs.com" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.

Appeal Rights

As an applicant who has been removed from consideration during the selection or comparative analysis process, you may file an appeal with the State Personnel Board and/or request a review by the State Personnel Director. A standard appeal form is available on the State Personnel Board website, https://spb.colorado.gov/forms-and-filing . If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within ten (10) days of your receipt of this notice: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. Email address: dpa_state.personnelboard@state.co.us. The ten-day deadline and these appeal procedures also apply to all charges of discrimination. Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at spb.colorado.gov .

Supplemental Information

Equity, Diversity, and Inclusion Compliance

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Colorado Department of Revenue is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA inbox at dor_ohr@state.co.us

We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We strongly encourage candidates from all backgrounds and abilities to apply.

If Not Applying Online, Submit Application To

If you are not able to submit an online application, a paper application is available at this link: PDF State Paper Application (Download PDF reader). Paper applications must be received via email to DOR_talentacquisition@state.co.us by the closing date and time of the application period listed on this announcement.

Methods Of Appointment

Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.

Step Pay Program

Per the requirements of the Step Pay Program, and former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range based on completed years in their current class series.