Operations, Strategy, and Performance Director
Job no: 5094628
Position type: Full-Time (Salaried)
Location: Richmond (City), Virginia
Division/Equivalent: Department of Motor Vehicles
School/Unit: Department of Motor Vehicles
Department/Office: CSM Full Services
Categories: Administrative Services
Title: Operations, Strategy, and Performance Director
State Role Title: Gen Admin Manager II
Hiring Range: $117,000-$134,550
Pay Band: 6
Agency: Department of Motor Vehicles
Location: CSM FULL SERVICES
Agency Website: www.dmv.virginia.gov
Recruitment Type: Agency Employee Only - A
Why This Role Matters
The Operations, Strategy, & Systems Manager is responsible for setting DMV’s statewide operational strategy and overseeing key programs and systems that optimize service delivery, customer satisfaction, and workforce alignment. The position manages all systems used in the Customer Service Administration, driving cross-functional projects that enhance efficiency, minimize operational disruptions, and align resources with strategic goals.
What You'll Actually Do
You'll Be a Strategic Innovator
Think of yourself as the bridge between "what is" and "what could be." You'll look at our statewide operations and ask, "How can we make this better?" Then you'll actually make it happen—rolling out new systems, training teams across the state, and ensuring every change improves the customer experience.
You'll Lead Without the Red Tape
Work directly with IT teams to implement system updates. Develop training that actually helps people do their jobs better. Create the roadmaps that turn ambitious goals into reality. You'll have the authority to make decisions and the support to see them through.
You'll Solve Problems Before They Become Problems
Using data dashboards and performance metrics, you'll spot issues on the horizon and address them before a single customer is affected. You're not just responding to fires—you're fireproofing the building.
You'll Be the Go-To Expert
As the subject matter expert for all Customer Service Administration systems, you'll be the person everyone turns to when they need answers. Your knowledge will shape policies, guide implementations, and ensure our 60+ locations operate as one cohesive team.
You'll See Your Impact Daily
Launch a new system at multiple sites. Watch efficiency metrics improve. Hear from field staff about how your training made their day easier. This role offers the rare satisfaction of seeing your strategic work translate into tangible improvements for both employees and the public we serve.
What You Bring to the Table
The Must-Haves
You've led complex, multi-site projects that actually launched successfully. You understand how to align people, processes, and technology toward common goals. You can walk into a room of stakeholders with different priorities and walk out with everyone aligned and energized.
You're equally comfortable diving into operational details and stepping back to see the strategic big picture. You communicate clearly whether you're writing a policy brief or explaining a system change to frontline staff. And you know how to interpret regulations and translate them into practical action.
What Makes You Stand Out
-
You've worked in public sector operations and understand the unique challenges (and rewards) of government service
-
You're certified in Lean, Six Sigma, or similar methodologies and have actually used them to drive real improvements
-
You have deep expertise in workforce planning, budget management, and policy development
-
You've worked with DMV systems or similar large-scale public service platforms
The Real Talk
This role requires travel to DMV offices across the state—some overnight stays included. You'll need flexibility for early mornings or late evenings when implementation schedules demand it. You'll work in an office environment but should be ready to roll up your sleeves at field locations when needed.
The reward? You'll have the autonomy to make meaningful changes, the resources to implement your ideas, and the satisfaction of improving a system that serves every resident in our state.
Our Mission (And It's More Important Than You Think)
Safeguarding Lives | Securing Identities | Serving the Motoring Public | Supporting Industry Partners
We're not just processing paperwork. We're ensuring road safety, protecting identities from fraud, and helping people access the services they need to live their lives. When we do our jobs well, communities thrive.
Pursuant to Sections 2.2-3114 and 2.2-3115 of the Code of Virginia, this position has been designated as requiring you to disclose your financial interests. Financial interests shall be disclosed as a condition of employment and thereafter as required. The mechanism you will use to disclose these interests is called Statement of Economic Interests (SOEI).
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 of 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 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 804-367-0528 for assistance.
Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT.
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.
Advertised: Eastern Standard Time
Application close: Eastern Standard Time
Apply now