Chief of Operations – Motor Vehicle Services

Position Description 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 impl…

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