Customer Service Bureau Deputy Director - Iowa : Job Details

Are you a values-driven leader ready to make a meaningful impact? The Iowa Department of Transportation (DOT) is seeking a Deputy Director to support theCustomer Service Bureau in its mission to deliver exceptional service across the state. This leadership position plays a vital role in advancing our core values of Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception, while fostering a workplace culture defined by collaboration, transparency, accountability, and continuous improvement.

Iowa Department of Transportation's Mission is Making Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa Department of Transportation's five CORE values.As Deputy Director, you will work closely with the Bureau Director to implement strategic initiatives, optimize service delivery, and provide strong, values-based leadership to our teams across the state.

Location: Ankeny

Shift Requirements:

• Full-time 8 a.m. – 4:30 p.m. in-person presence in Ankeny with the potential for some remote work and flexible scheduling.
• Occasional overnight travel may be required.

As a Customer Service Deputy Director (Public Service Manager 2), your duties will include, but are not limited to:

• Lead and oversee personnel management, facility operations, and resource allocation on behalf of the Bureau Director, with full authority to make operational decisions as needed.
• Direct day-to-day operations across all 18 state-operated driver's license service centers and the centrally located Motor Carrier and Vehicle Services team, ensuring alignment with bureau goals, adherence to state and federal regulations, and a consistent focus on excellence in customer experience.
• Monitor decisions and maintain comprehensive documentation for internal and external stakeholders, ensuring transparency and continuity.
• Establish, monitor, and track performance benchmarks for service delivery, including:
• Call wait times
• Call abandonment rates
• Appointment and service lead times
• Customer volume
• Satisfaction ratings
• Transaction and interaction durations
• Prepare and deliver clear, data-driven reports to DOT leadership, internal stakeholders, and public officials to inform decision-making and support accountability.

Communicate effectively and tailor messaging to diverse audiences. Lead initiatives that make Iowa DOT's Customer Service Bureau a benchmark for public service excellence.

What we offer YOU:

• Competitive pay and benefits package including health, dental, flexible spending, and life insurance.
• Insurance benefits start first of the month following 30 days of employment. 2025 health and dental insurance premiums can be found here.
• Opportunities for professional growth and development.
• Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year.
• Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match
• Optional 401A plan with employer contributions.
• Employee Discount Programs from a variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial).

We encourage you to view more about the State of Iowa Employee benefits and costs at the State of Iowa Employee Benefits Website!

Ready to Make a Difference? You have the freedom to flourish in Iowa!

Join us in shaping the future of transportation and public service in Iowa.

Apply today and help us make lives better—through transportation leadership, service, and innovation.

The Iowa Department of Transportation is an equal opportunity employer. If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA/EEO) Officer at: [email protected]

Reasonable accommodation includes an interpreter, translator, written materials, modified equipment/devices, ADA access, etc. This does not include scheduling needs.

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification: 1) Graduation from an accredited four-year college or university and experience equal to six years of full-time management-level work in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation. 2) Ten years of full-time management-level work experience in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation. 3) All of the following (a and b): a. Six years of full-time management-level work experience in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation; and b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education. 4) All of the following (a, b, and c): a. Four years of full-time management-level work experience in finance, human resources, engineering, law, social work, regulation, data processing, or program research or evaluation; and b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience; and c. A combination of a total of two years of graduate-level education and full-time experience (as described in part a), where twenty-four semester hours of accredited graduate college or university course work in a public-service-related area (e.g., public or business administration, social work, law, education, engineering) equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education. 5) Current, continuous experience in the state executive branch that includes eighteen months of full-time work as a Public Service Manager 1 or comparable specific management-level position.For additional information, please click on this link to view the job description.#J-18808-Ljbffr