Tow Compliance Manager

Program Manager V

The Massachusetts State Police (MSP) is the principal statewide law enforcement agency in the Commonwealth. We are seeking an enthusiastic and qualified individual to fill the position of Tow Compliance Manager. The Manager will evaluate processes, procedures and make recommendations for improvement. The manager will work to ensure the Tow Compliance Unit aligns with the Department’s goals.

Under the direction of the Office of the Chief Administrative Officer (CAO), the incumbent will establish priorities, monitor expenditures, develop and implement Tow Compliance Unit strategic plan. They will document Tow Compliance Standard Operating Procedures, manage and organize the Strategic Sourcing Team and assist with State Police tow issues.

Duties and Responsibilities:

· Responsible for managing the day-to-day duties for the Tow Compliance Unit and making recommendations.

· Serve as the primary person for inquiries regarding Department tow issues.

· Document Tow Compliance Standard Operating Procedures, manage and organize the Strategic Sourcing Team for the contract renewal process, manage and organize a Tow Compliance Operation Committee to render decisions on State Police tow issues.

· Evaluate quality control and quality evaluation policies and procedures; monitor quality control and quality evaluation processes to assure compliance with Department policy and procedures, state and federal requirements.

· Support and monitor completion of business process improvement projects; facilitate operational problem solving and decision-making; monitor the progress, risk and quality of all aspects of quality control and quality evaluation activities.

· Perform audits to ensure involuntary tows are conducted in accordance with the CMR, MGL and contract; and team functions to include legal, contractual, organizational, financial and complaint related issues.

· Establish priorities, monitor expenditures, develop and implement Tow Compliance Unit plans.

· Evaluate processes, procedures and make recommendations for improvement.

· Develop goals and measurable milestones for the Tow Compliance Unit.

· Create summary reports to track activities within the units and develop processes and quality assurance reviews to ensure streamlined workflow, including quality control of all work prior to dissemination.

· Review vehicle liens and audit the contracted tow companies to ensure they follow contract language and Mass General Laws.

· Facilitate, coordinate, promote and monitor the progress, risk and quality of all aspects of the Tow Compliance integrity efforts

· Collaborate with the Tow Compliance Unit team members on special projects and initiatives

· Ensure initiatives are clearly communicated to both internal and external stakeholders.

· Identifying and managing risks and issues and recommending corrective action.

Preferred Qualifications:

· Experience working with complex regulations and policies and the demonstrated ability to develop necessary strategies for effective implementation.

· Ability to manage multiple tasks simultaneously as a result of effective planning, delegation and communication.

· Demonstrated intermediate proficiency using Word, Excel, Outlook, Teams, and PowerPoint.

· Proven experience in data analysis and reporting.

· Strong analytical skills with the ability to translate data into actionable insights and recommendations.

· Experience in program evaluation, performance management, and process improvement initiatives.

· Excellent communication skills, with the ability to effectively communicate complex information to diverse audiences.

· Prior experience in internal or external communications and/or training.

· Highly organized with strong program management skills and the ability to manage multiple priorities simultaneously.

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.