Chief of Operations – Motor Vehicle Services

Position Overview The Harris County Tax Assessor-Collector is seeking an experienced, results-driven and operationally focused Chief of Operations – Motor Vehicle Services to serve as the executive leader responsible for the strategic direction, operational performance, and modernization of all motor vehicle service operations, including vehicle registration, title services, HCTO branch operations, and specialized motor vehicle programs.

This position provides executive leadership to transform service delivery through operational excellence, standardized business practices, workforce development, process optimization, and the implementation of innovative, customer-focused solutions.

Through the leadership of four Regional Administrators in the Auto Branch Services division, the Chief ensures consistent, efficient, and customer-focused service delivery across all branch locations while establishing enterprise-wide operational standards, driving continuous improvement initiatives, and fostering a culture of accountability, innovation, and high performance.

The Chief also oversees the Auto Special Services division, which administers commercial vehicle registration, title processing, and other specialized motor vehicle programs. This role ensures regulatory compliance, operational efficiency, and the delivery of accurate, timely, and exceptional service to customers and stakeholders while advancing HCTO’s strategic objectives.

Duties and Responsibilities Executive Operational Leadership and Strategy

• Develop and execute the strategic vision for motor vehicle operations, aligning organizational priorities with long-term service delivery goals.
• Lead enterprise-wide modernization initiatives that improve efficiency, service quality, and operational effectiveness.
• Serve as a member of the executive leadership team, providing strategic guidance on organizational priorities and operational performance.
• Foster a culture of innovation, accountability, collaboration, and continuous improvement.

Regional and Special Services Operations

• Provide executive leadership to four regional administrators and a special services administrator who are directly responsible for the operations and performance of branch and special services operations.
• Direct and oversee auto branch operations across 16 locations, ensuring the efficient management of close to 6 million transactions annually.
• Administer specialized motor vehicle programs, providing executive oversight for commercial vehicle registration, title processing, and related special services.
• Manage commercial contractor partnerships, serving as the primary oversight authority for third-party networks, including auto dealers and grocery stores.
• Supervise large-scale inventory management, ensuring strict control, accountability, and optimal distribution of motor vehicle assets and supplies across HCTO.
• Ensure consistent execution of organizational policies, operational standards, and customer service expectations across all branch locations.
• Monitor regional and branch performance through operational metrics, customer feedback, and performance reviews.
• Optimize staffing models, resource allocation, and operational capacity to meet customer demand.

Operational Excellence and Standardization

• Standardize policies, procedures, workflows, and service delivery practices across all branch offices.
• Develop and implement performance standards and key performance indicators to improve operational consistency.
• Lead continuous process improvement initiatives utilizing Lean, Six Sigma, or other operational excellence methodologies.
• Identify opportunities to eliminate inefficiencies, simplify processes, and improve productivity while maintaining exceptional customer service.

Modernization and Innovation

• Lead the modernization of motor vehicle services through technology, automation, and digital service delivery.
• Partner with Information Technology and business stakeholders to implement modern systems and improve operational capabilities.
• Evaluate emerging technologies and best practices to enhance accessibility, efficiency, and customer satisfaction.
• Lead organizational change management efforts associated with new systems, policies, and service delivery models.

Workforce Development and Training

• Develop and execute a comprehensive workforce development strategy that supports organizational excellence.
• Modernize onboarding and training programs to create consistent, engaging, and easy-to-understand learning experiences for employees.
• Standardize training materials and instructional methods across all branch locations.
• Implement technology-enabled learning solutions and performance support tools.
• Establish measurable training outcomes that improve employee competency, confidence, productivity, and retention.
• Partner with Regional Administrators to identify workforce development needs and build leadership capability throughout the organization.
• Foster an environment of continuous learning, employee engagement, and professional growth.

Customer Experience

• Champion a customer-first culture focused on delivering accessible, efficient, and high-quality services.
• Develop strategies to reduce wait times, simplify transactions, and expand service options.
• Utilize customer feedback, operational data, and performance analytics to continuously improve the customer experience.

Governance and Compliance

• Ensure compliance with all applicable federal, state, and local laws, regulations, policies, and internal controls.
• Promote ethical leadership, transparency, and accountability throughout the organization.
• Collaborate with legal, finance, technology, human resources, and other organizational partners to achieve strategic objectives.

Harris County is an Equal Opportunity Employer https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx If you need special services or accommodations, please call (713) 274-5445 or email [email protected].

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate. Education & Experience:• Bachelor's degree in Business Administration, Public Administration, Operations Management, Organizational Leadership, or a related field.

• Ten (10) years of progressively responsible leadership experience managing large, multi-site service delivery operations, including at least five (5) years in a senior executive or regional leadership role.
• Demonstrated success leading leaders responsible for geographically dispersed operations.
• Proven experience leading organizational transformation, operational modernization, or enterprise-wide change initiatives.
• Experience implementing standardized operating procedures across multiple locations.
• Strong experience developing organizational performance measures and driving operational excellence.
• Demonstrated success leading workforce development, employee engagement, and organizational change initiatives.

Knowledge, Skills, and Abilities:• Executive leadership and strategic planning

• Multi-site operations management
• Organizational transformation and change management
• Continuous process improvement and operational excellence
• Branch operations and regional service delivery
• Customer experience strategy
• Workforce development and training modernization
• Data analytics and performance management
• Financial and budget management
• Technology implementation and digital transformation
• Executive communication and stakeholder engagement
• Talent development and succession planning

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.Education & Experience:• Master's degree in Business Administration, Public Administration, Organizational Leadership, or a related field.

• Experience overseeing large regional or statewide customer-facing operations in industries such as financial services, retail, healthcare, hospitality, logistics, transportation, or government.
• Experience leading branch or regional operations for organizations with multiple customer service locations.
• Lean Six Sigma Black Belt, Green Belt, or other continuous improvement certification.
• Experience implementing enterprise technology, automation, or digital transformation initiatives.
• Experience in motor vehicle administration or government service delivery

Work Environment:

• Work is performed primarily in an office setting, subject to frequent interruptions, with extensive work at a computer workstation and site visits to various Tax Offices, Harris County, and community facilities, both outdoors and indoors.
• Flexibility to work evening and weekend hours and occasional overnight travel to conferences and training sessions required.

Physical Demands:

• This role is a standard office role that requires remaining stationary for long periods of time and communicating effectively in person, by phone, and electronically.
• At times, boxes or equipment must be transported weighing up to 30 lbs.
• It may at times involve long periods of standing, walking, bending, reaching, stretching, climbing, lifting or similar activities.
• Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.