SUPPORT SERVICES DIVISION / CUSTOMER SERVICE BRANCH / PHOENIX, AZ BASED
5000 W. Carefree Hwy. Phoenix, AZ 85086

Salary: $42,000 - $49,491 

Grade: 20

Closing Date: 8/2/2026

AGENCY INTERNAL ANNOUNCEMENT - MUST BE CURRENT AZGFD EMPLOYEE

Customer Service Section Supervisor
“Draw Section Supervisor”
SUPPORT SERVICES DIVISION / CUSTOMER SERVICE BRANCH / PHOENIX, AZ BASED
FLSA-EXEMPT / SALARY GRADE 20 / HIRING RANGE: $42,000 - $49,491


We are seeking an experienced internal candidate to step into the role of Draw Section Supervisor, bridging frontline expertise with senior leadership. This promotional opportunity is ideal for a current team member who already possesses strong customer service experience within our organization and a comprehensive understanding of our complex licensing and draw requirements. In this role, you will leverage your institutional knowledge to establish work unit processes, update policy manuals, design staff training programs, and direct draw section activities. By stepping up to manage personnel needs through coaching and performance evaluations, you will champion team growth while occasionally serving as the Acting Senior Customer Service Manager for Draw.

Your background in our licensing workflows and daily operations will be vital to resolving high-pressure customer complaints regarding sales, accounts, and financial verification under sometimes adverse conditions. Because you already understand our regulatory framework, you will provide supervisory-level expertise to internal and external customers while collaborating with IT teams to enhance software functionality and data systems. If you are ready to apply your internal expertise toward managing deposits, tracking inventory, overseeing budget data, and composing critical compliance reports for upper management, we highly encourage you to submit your application today!

Position supervises customer service team members, which includes authority to direct subordinate staff. Position participates in the establishment of work standards, procedures, methods and rules that apply agency wide across divisions to successfully issue products and services, manage customer accounts, and run draw processes. Training draw customer service team members and provides regional support.

Major duties include:

• Participates in the establishment of work unit processes for all draw operations, assisting statewide customer service representatives with procedures, rules and regulations utilized by the team for daily operations.

• Assist senior manager in updating manuals, procedures, and policies related to operations and draw management, creating and providing required training.

• Responsible for draw section activities and has the ability to direct subordinate staff. Ensures appropriate management of personnel needs through performance management, coaching, mentoring, and evaluating continuous process improvements in daily activities and operations.

• Responsible for responding to public inquiries and requests in accordance with Department policies. Serves as Acting Senior Customer Service Manager for Draw.

• Resolves unusual and complex customer complaints or problems related to draw (product sales, customer accounts, reconciliation and verification) under sometimes adverse conditions.

• Provides supervisory level expertise to internal and external customers pertaining to agency policies, procedures, laws, rules, and regulations.

• Assists with continuous improvement processes in daily activities and overall operations regarding draw. May work directly with information technology staff to identify solutions, develop business rules and reporting capabilities, test functionalities, manage and integrate data from multiple sources, and ensure more effective user interfaces that successfully address customer and employee feedback and needs regarding business processes.

• May compose correspondence and reports for upper management related to draw operations, including weekly reconciliation and reporting and legal requests or customer inquiries.

• Provides operations guidance and assists with handling deposits, ensuring appropriate inventory management.

• Assists with budget management for draw as well as draw reconciliation with accounting.

• Performs other duties as assigned.

The ideal candidate must have knowledge in/of: Title 17, 5 & 33 authorities, regulations, laws, and rules governing wildlife management; principles of coaching, mentoring, evaluating employees, and documenting performance; techniques used to direct subordinate staff, assign workloads, and support regional teams; researching complex federal and state laws, rules, and regulations related to draw administration; principles and processes for providing world class customer service; methods for writing, updating, and establishing operational manuals, work standards, and agency-wide rules; frameworks (such as AMS or Six Sigma) used to evaluate and streamline daily activities; techniques for creating instructional materials and delivering technical operational training to internal staff; strategies for de-escalating tense situations and resolving complex public inquiries under adverse conditions; basic knowledge of fiscal planning, tracking expenditures, and aligning operational costs with a set budget; appropriate internal control structures and fiscal management; how to translate operational needs into technical business rules for software developers; standards for drafting formal correspondence, executive summaries, and legal compliance reports for upper management.

The idea candidate must be skilled in: mentoring employees including coaching, training, performance management and evaluating their daily work output; present complex operational procedures clearly to trainees; designing efficient workflows and establish agency-wide work standards; investigating and resolving complex, non-routine customer account issues; identify bottlenecks and implement continuous process improvements; data management, analysis and database relationships; effective communication and ability to articulate requirements to internal and external customers; proficiency with payment processing, point of sale systems and on-line customer databases; technical skills in Google sheets and docs and MS Excel.

The candidate must have the ability to: successfully supervise customer facing programs and identify continuous process improvements in licensing operation; strong leadership abilities to implement program requirements across the organization, and when interacting with internal and external customers; resolve uncommon problems or challenges utilizing conflict resolution techniques successfully; direct staff, delegate tasks, and maintain accountability; translate operational needs into technical rules for IT staff; organize, merge, and verify information from multiple databases; compose formal reports, legal responses, and compliance summaries for management; liaison effectively between public customers, internal teams, and IT staff.

• Extensive background in customer service functions relevant to this position.
• Thorough understanding of Title 17, 5, and 33 regulations, authorities, and wildlife management laws.
• Expertise in managing all draw phases, timeline execution for draw results, surrendered tag reissues, and population management hunts.
• Proven supervisory or team-leadership experience.

Position requires possession of and the ability to retain a current, valid state-issued driver’s license appropriate to the assignment.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona offers an outstanding comprehensive benefits package including:
• 13 days’ of vacation
• 12 sick days
• 10 paid holidays
• Tuition Reimbursement Program
• Participation in the nationally recognized Arizona State Retirement System
• Superior health care options
• Vision care, dental care, pharmacy benefits, and flexible spending account (options available)
• Life, long-term disability, and short-term disability insurance options are available
• Many more benefit programs are available

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Positions in this classification participate in the Arizona State Retirement System (ASRS). Please note, enrollment eligibility will become effective after 27 weeks of employment.

If you have any questions please feel free to contact Nicole Baker at nbaker@azgfd.gov for assistance. The Arizona Game and Fish Department is an Equal Employment Opportunity agency.