Title: Roanoke District Manager - 01856

State Role Title: Prog Admin Manager III

Hiring Range: $105,000.00 - $120,750.00

Pay Band: 6

Agency: Department of Motor Vehicles

Location: ROANOKE DM

Agency Website: dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

• Establish performance expectations for CSC management staff and provide regular feedback, coaching, performance evaluations, and development opportunities.
• Conduct bi-weekly one-on-one meetings with CSC management staff and maintain regular communication with the Regional Director.
• Address employee performance issues and workplace conflicts and implement improvement plans when appropriate.
• Ensure compliance with operational policies and coordinate training for new or revised policies and procedures.
• Develop district training schedules and ensure required training is completed.
• Serve as a subject matter expert and contribute to improvements in policies, procedures, and training programs.
• Monitor customer service and operational performance across Customer Service Centers.
• Conduct regular CSC visits to observe operations and identify opportunities for improvement.
• Research and respond to high-profile customer inquiries and complaints.
• Oversee accountability and risk-management requirements related to assets, inventory, and building access.
• Conduct and review audits and quality checks and address identified deficiencies.
• Maintain internal checks and balances necessary to meet audit standards.
• Oversee collection, tracking, and reporting of district compliance and performance information.
• Use tools such as Power BI and QFLOW to evaluate district performance and support operational decisions.
• Analyze performance concerns, including wait-time goals, staffing levels, and opportunities for improvement.
• Evaluate district staffing levels and budget compliance and make recommendations to improve efficiency.
• Meet regularly with Talent Acquisition regarding staffing needs and vacancies.
• Interview and hire management candidates and address attendance and punctuality concerns.
• Initiate appropriate disciplinary or termination actions when necessary.
• Monitor expenditures and overtime approvals to support fiscal responsibility.
• Oversee and resolve facility-related issues throughout the district.
• Ensure DMV vehicles receive required routine maintenance and remain in safe working condition.

• Strong customer service orientation, ensuring high satisfaction across service centers.
• Knowledge of budget management, inventory control, facilities management, and human resources.
• Leadership and supervisory skills, particularly in overseeing teams of 100+ employees.
• Familiarity with regulatory and policy compliance for DMV and related state and federal standards.
• Ability to analyze operational data, identify trends, and make informed decisions.
• Strong problem-solving and decision-making abilities for complex operational issues.
• Excellent communication skills for both oral and written interactions.
• Time management and multitasking capabilities.

• Technical proficiency in DMV systems, Microsoft Office, and data management tools.
• Adaptability to changing environments, maintaining high service standards.
• Ethical judgment and integrity, applying rules consistently.
• Supervisory experience managing large teams or multiple sites, ideally in DMV or regulatory settings.
• Background in district or multi-site operations, with experience in resource and budget management.
• Experience in data analysis and continuous improvement initiatives, using operational metrics to inform decision-making.
• Knowledge of enforcing state, federal, or industry regulations, with experience in risk and compliance management.