Senior Training and Development Coordinator (TRD #26964)

Posting Details

Interviews are anticipated to be conducted within two weeks of closing date.
Why does the job exist?

This position exists to meet a critical need for in-person customer service training and centralized support for escalated constituent concerns across Motor Vehicle Division (MVD).

This position will focus on delivering hands-on, statewide training to front-line staff, something not currently possible through MVD¿s remote-only training model. This position will also serve as a single point of contact for customer service escalations, improving resolution times, supporting field staff, and enhancing the publics' experience.

By combining training, support, and service oversight, this role strengthens operational consistency, builds staff confidence, and promotes a unified, responsive approach to customer service statewide.
How does it get done?

This position will be responsible for the following duties:
Statewide In-Person Customer Service Training:

• Develop and deliver in-person, situational customer service training across all field offices.
• Reinforce agency expectations and standards through face-to-face instruction.
• Provide targeted coaching based on specific office needs.
• Support the professional development of front-line staff to ensure consistent service delivery.

Customer Service Escalation Management:

• Serve as the centralized point of contact for escalated customer service issues across all MVD program areas.
• Coordinate with offices and leadership to ensure timely resolution of complex or sensitive constituent concerns.
• Support field offices by clarifying policy, interpreting procedures, and offering guidance on complex transactions.
• Promote public trust by improving response times and outcomes for escalated cases.

Operational Support and Consistency:

• Act as a liaison between field offices and central leadership to ensure alignment in service delivery.
• Identify trends and areas for improvement in customer service practices.
• Identify gaps in training, communication, or service delivery and recommend improvements.
• Assist in the development of consistent operational procedures and communication tools.
• Relieve field staff and supervisors of escalated issue management to allow focus on daily operations.
• Assist in the development of new training initiatives, tools, and resources to enhance staff readiness and customer experience.

Who are the customers?

New Mexico Constituents, New Mexico MVD staff, Taxation and Revenue (TRD) staff.
Ideal Candidate

New Mexico Constituents, New Mexico MVD staff, Taxation and Revenue (TRD) staff.
Minimum Qualification

Bachelor's Degree in any field and two (2) years of experience in adult education, instructional design, instructional technology, human resources, employee development, training, and/or producing instructional aid/materials. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling six (6) years may substitute for the required education and experience.
Employment Requirements

Must possess and maintain a valid Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment. Must be current with all tax reporting/payment. Employment is subject to post offer pre-employment criminal background check to include fingerprint checks and is conditional pending results.
Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display terminal (VDT) and extensive personal computer and telephone usage with extended periods of sitting. Some standing, bending and reaching may be required. Must be able to lift 50 lbs. High pressure/stress situations. Some travel may be required.
Supplemental Information

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Agency Contact Information: Htet Wint, (505) 470-9149. Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.