Title: DMV Deputy Commissioner for Field Operations- Position #03338

State Role Title: General Admin Mgr IV

Hiring Range: Up to $185,000

Pay Band: 8

Agency: Department of Motor Vehicles

Location: CSM FULL SERVICES

Agency Website: DMV.VIRGINIA.GOV

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Motor Vehicles (DMV) is seeking a dynamic and driven individual to join our team as the Deputy Commissioner for Field Operations.

The Deputy Commissioner for Field Operations will provide executive-level management, guidance, and direction for various customer service and operational areas within the agency. This individual will be responsible for overseeing the day-to- day operations, improving service delivery efficiency and effectiveness, and ensuring a balance between quality service delivery, regulatory compliance, and fiscal controls.
Key Responsibilities:
*Leadership and Management: Provide executive-level management and direction for customer service management, customer service centers, mobile operations, DMV selects, driver's license quality assurance, customer contact centers, and all supporting programs.
Develop and mentor staff, ensuring a high level of performance and professional growth. Monitor the budget and direct the allocation and utilization of resources to optimize operational efficiency.
*Operational Oversight: Oversee the day-to-day operations of the agency, including customer service centers, customer contact centers, driver's license quality assurance, DMV selects, mobile operations, mobile units, and connect teams.
Ensure consistent service delivery by implementing and maintaining effective policies and procedures. Adjust staffing levels based on shifts in workloads and customer utilization of varies service options.
*Service Delivery and Compliance: Direct major efforts to improve service delivery efficiency and effectiveness while balancing quality service with appropriate regulatory and administrative oversight. Ensure that statutory compliance and fiscal accountability are maintained across all operations. Utilize management information to identify and address employee fraud and theft.
*Customer Service Improvement: Implement strategies to enhance customer satisfaction and service quality. Lead initiatives to streamline operations and improve customer service processes. Monitor and evaluate customer feedback to continuously improve service delivery.
*Program Support and Development: Oversee the development and implementation of supporting programs to enhance overall operational efficiency. Ensure all programs align with the agency's goals and objectives.

This position offers a unique opportunity to make a significant impact on the efficiency and effectiveness of service delivery within the agency. If you are a strategic leader with a passion for public service and operational excellence, we encourage you to apply.

The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves a wide array of businesses, including dealers, fuels tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values, we live them!

Minimum Qualifications

*Considerable knowledge of federal and state statutes governing DMV services; long and short-term strategic planning, budget development, human resource management, and supervisory techniques; and staffing allocations for effective customer service delivery operations.
*Working knowledge of quality assurance processes and procedures.
*Demonstrated ability to plan and manage multiple programs.
*Develop budgets and monitor expenses; direct and advise managerial and professional staff.
*Communicate effectively with diverse groups both orally and in writing
lead large, complex agency projects, to include draft and present effective correspondence,
management reports and presentations; identify policy issues and develop sound recommendations which support agency and Executive Branch priorities.
*Coach management to organize workloads, mentor staff, and manage change; analyze and review proposed policies and legislation; develop administrative policies and procedures.
Serve as effective liaison with external groups; develop short and long-range
business plans, goals, objectives and strategies; re-engineer business and service delivery processes to minimize staffing requires and turnaround times while maximizing the use of available technology.
*In-depth knowledge of agency programs and goals.

Additional Considerations

*College degree preferred with major in business administration or public administration (or equivalent work experience).
*Progressively responsible management and supervisory experience.
* Experience in managing multiple operational areas with competing priorities.
*Experience in staffing analysis and determination of appropriate staffing allocations for cyclical customer service.
* Possess a valid driver's license and a driving record that reflects a sense of responsibility for highway safety and concern for the law.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Selected candidate(s) will need to complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify

All applicants for employment must consent to a driver history and criminal background check. A fingerprint-based criminal history check will be required on selected applicant(s).

As a condition of employment, DMV will be alerted of any moving violation convictions, including suspension of license.

Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc. in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience as well as years of experience in order to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disability Act. Contact 804-367-9728 for assistance.
Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT.
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.

Contact Information

Name: DMV Employment

Phone: 804 367-0528

Email: employment@dmv.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.