Title: CSC Manager I - South Boston

State Role Title: Prog Admin Manager II

Hiring Range: $80,000 to $92,000

Pay Band: 5

Agency: Department of Motor Vehicles

Location: SOUTH BOSTON CSC

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

Position Overview

We are seeking a dynamic and experienced Manager to lead one of our Customer Service Centers located in South Boston. This role is responsible for comprehensive operational oversight, resource management, strategic planning, and team leadership. The CSC Manager I plays a key role in aligning service center operations with the DMV's mission and performance goals.

Key Responsibilities

• Lead daily operations and drive customer service excellence in a high-volume DMV CSC.

• Manage human resources, finances, facilities, and security for the center.

• Supervise and develop a large, diverse staff; oversee hiring, training, and performance management.

• Analyze operational data and metrics to identify improvements and ensure compliance with DMV policies.

• Ensure quality control in customer transactions, including licensing and vehicle registration.

• Resolve escalated customer issues and ensure professional, timely service.

• Maintain compliance with all statutory requirements and agency procedures.

• Promote a culture of accountability, safety, and continuous improvement.

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 many businesses, including dealers, fuel 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

• Comprehensive knowledge of operational management principles for overseeing multi-functional service centers, including staff supervision, facilities management, and resource allocation.
• Ability to manage and oversee diverse programs and services offered in a DMV Customer Service Center, ensuring accuracy, efficiency, and alignment with operational goals.
• Strong understanding of human resources practices, including recruitment, performance management, employee development, and compliance with labor laws.
• Proficiency in state and federal regulations, DMV policies, and procedures relevant to motor vehicle administration and public safety.
• Demonstrated ability to interpret and apply complex regulations and statutes governing DMV operations and customer service, ensuring compliance and effective service delivery.
• Expertise in financial management, including budgeting, resource allocation, and financial reporting.
• Advanced knowledge of customer service principles for delivering high-quality service in a public sector environment.
• Skilled in leadership and team management, including hiring, training, and performance evaluation.
• Proficiency in DMV-specific software and general office tools, such as Microsoft Office Suite.
• Strong analytical skills to enhance operational performance through data analysis and process improvements.
• Excellent verbal and written communication skills for interaction with internal teams and external stakeholders.
• Effective problem-solving abilities to manage complex customer service situations professionally and efficiently.
• High attention to detail to ensure accuracy in transaction processing, documentation, and compliance.
• Demonstrated ability to adapt to changes in policies, procedures, and technologies within DMV operations.
• Effective time management and ability to prioritize tasks in a dynamic, fast-paced environment.
• Knowledge of emergency preparedness and risk management practices to ensure operational continuity and safety.
  
  

Additional Considerations

• Familiarity with advanced operational systems and best practices in public administration or business management.
  Advanced project management skills and change management expertise to support organizational initiatives.
  
  Job-Specific Conditions:
• Security Clearances: A criminal background check is required to ensure the integrity and security of DMV operations. The Manager must handle sensitive information with confidentiality and adhere to DMV security policies.
• On-site Requirement: The Manager must be able to be on-site 100% of the time to manage day-to-day operations effectively.
• Licensing and Certifications: The Manager must be 21 years of age to administer road examinations.
  
  

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) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be alerted to any convictions for moving violations, including license suspension.

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 and years of experience to assess your skills in the screening process properly. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

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, and February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.