Job Summary:
At Neumo, we are building durable, technology driven solutions that modernize how citizens interact with government services. The Director of Self Service Terminal Business Unit is a critical leadership role responsible for scaling one of our most visible, customer facing platforms.
This leader operates as the senior leader of the Kiosk business in close partnership with the DMV Business Unit General Manager, sharing responsibility for strategy, financial performance, customer outcomes, and operational excellence.
You will shape the future of self-service DMV experiences by driving innovation, improving accessibility, and delivering measurable value to state partners and customers.
This is not a maintenance role, this is a build, scale, and lead opportunity requiring a highly accountable, results-driven leader who thrives in complex, high-growth environments.
Duties and Responsibilities:
Strategy and Growth:
- Partner with the DMV Business Unit General Manager to define and execute the strategic vision, identify growth opportunities, and translate strategy into measurable outcomes.
- Partner with the DMV Business Unit General Manager to define and execute a strategic vision for the self-service terminal (kiosk) business.
- Identify and evaluate new market opportunities, partnerships, and product/service expansions that drive sustainable growth.
- Translate strategic priorities into actionable business plans with clearly defined KPIs, milestones, and accountability mechanisms.
- Monitor industry trends, regulatory changes, and emerging technologies to continuously evolve the business strategy.
- Drive innovation in self-service solutions, including enhancements to user experience, accessibility, digital and AI integration.
Financial Performance and Business Ownership:
- Partner to own the P&L, including budgeting, drive revenue growth, and margin expansion, and lead planning and forecasting.
- Partner with General Manager, DMV on P&L accountability for the business unit, including revenue growth, budget setting, cost management, and margin expansion.
- Lead annual budgeting, long-range planning, and rolling forecasts, ensuring alignment with corporate financial objectives.
- Analyze financial performance, identify risks and opportunities, and implement corrective actions to achieve targets.
- Ensure disciplined financial governance, reporting accuracy, and compliance with internal controls.
Customer and Partner Leadership:
- Build trusted relationships, anticipate customer needs, and deliver meaningful outcomes.
- Establish and maintain executive-level relationships with state agencies, DMV stakeholders, and strategic partners.
- Act as a trusted advisor by deeply understanding customer needs, operational challenges, and policy environments.
- Drive customer satisfaction, retention, and expansion through consistent delivery of high-quality outcomes.
- Represent the organization externally in customer meetings, industry forums, and strategic discussions.
Team Leadership and Culture:
- Build, lead, and develop a high performing team while fostering accountability and continuous improvement.
- Build, lead, and develop a high-performing, cross-functional team aligned to business priorities and growth objectives.
- Establish a culture of accountability, initiative, ownership, and continuous improvement across all levels of the organization.
- Provide coaching, mentorship, and performance management to develop future leaders.
- Align team structure, roles, and capabilities with evolving business needs and strategic direction.
- Foster an inclusive, collaborative environment that encourages efficiency, high performance, and operational excellence.
Operational Excellence:
- Oversee end to end operations, drive cross functional execution, and implement scalable processes and systems.
- Parter with internal stakeholders including customer support services and corporate functions.
- Partner and manage our vendor relationships and performance.
- Able to work in a highly complex jurisdiction by jurisdiction environment.
- Oversee end-to-end operations of the kiosk business, ensuring seamless execution across deployment, maintenance, support, and enhancements.
- Drive cross-functional collaboration with product, engineering, customer support, finance, and corporate functions.
- Lead continuous improvement initiatives to enhance service delivery, reduce costs, and improve customer experience.
- Ensure operational readiness and performance across diverse, jurisdiction-specific environments with varying regulatory requirements.
- Establish and monitor vendor KPIs, service-level agreements, and contractual obligations.
- Proactively identify risks and implement mitigation strategies related to compliance, security, and operational continuity.
- Perform other duties as assigned.
Education and Experience:
- Bachelor’s degree required, MBA or advanced degree preferred.
- 8+ years of progressive leadership experience, with significant responsibility for business unit performance, operations, or general management.
- Demonstrated success owning or co-owning P&L and delivering measurable financial results in a growth-oriented environment.
- Experience scaling a product, platform, or service offering, ideally in a technology-enabled or SaaS environment.
- Strong understanding of operational management, including process design, performance optimization, and cross-functional execution.
- Proven ability to build and lead high-performing teams, including hiring, developing, and retaining top talent.
- Experience managing complex customer relationships, including government or enterprise clients.
- Familiarity with regulated environments and the ability to navigate multi-jurisdictional requirements.
- Experience working with hardware-enabled platforms, self-service technologies, kiosks, or similar products and solutions.
- Strong financial acumen, including budgeting, forecasting, and financial analysis.
Knowledge, Skills and Abilities:
- Strategic Leadership: Ability to think long-term while driving near-term execution and results.
- Business Acumen: Deep understanding of financial drivers, operational levers, and market dynamics.
- Execution Excellence: Proven ability to translate strategy into action and deliver results in complex environments.
- Customer Focus: Strong orientation toward understanding and exceeding customer expectations.
- Influence and Communication: Exceptional ability to communicate clearly and influence stakeholders at all levels, including executives and external partners.
- Problem Solving: Strong analytical and critical thinking skills with the ability to make data-driven decisions.
- Adaptability: Comfortable operating in ambiguity and rapidly changing environments.
- Collaboration: Ability to work cross-functionally and build alignment across diverse teams and stakeholders.
- Leadership Presence: Confident, credible leader with strong decision-making and accountability.
- Change Management: Skilled at leading organizational and operational change in a structured and effective manner.
- Technical Aptitude: Ability to understand and engage with technology-driven products and platforms.
Work Environment:
- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
- May require travel to meet customers and product locations.
Physical Demands:
- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.