DMV Field Implementation and Quality Lead-Position # 02155 (Richmond District)

Title: DMV Field Implementation and Quality Lead-Position # 02155 (Richmond District)

State Role Title:Gen Admin Manager I

Hiring Range: $95000.00 - $109250.00

Pay Band: 5

Agency: Department of Motor Vehicles

Location:RICHMOND DM

Agency Website:

Recruitment Type: Agency Employee Only - A

Job Duties

This position is open to DMV Employees Only!

The Lead of Quality and Employee/Customer Experience/Change Management serves as the districts primary leader for quality assurance employee engagement customer experience and organizational change initiatives. This role ensures that customer information business processes and internal service delivery meet high standards of accuracy consistency and effectiveness. The Lead provides strategic guidance operational support and subjectmatter expertise to improve service quality strengthen employee engagement and support successful adoption of new systems processes and procedures.
Must live within the district.

This position partners closely with district leadership supervisors frontline teams and crossfunctional stakeholders to identify improvement opportunities implement quality programs and ensure employees and customers experience clear consistent and responsive service.

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 additionDMVserves a wide array of businesses including dealers fuels tax customers rental companies driving schools other state agencies local governments and non-profit upon five fundamental core values: Trustworthiness Respect Accountability Integrity and Teamwork (TRAIT). We dont just talk about our core values we live them!

Minimum Qualifications

Demonstrated ability to prioritize and enhance customer service across multiple service centers.
Knowledge of budget management inventory control facilities management and human resources principles.
Ability to lead supervise mentor and manage performance including conflict resolution and employee development.
Ability to interpret explain and apply DMV policies and regulations district wide.
Skilled in analyzing operational data identifying trends and making informed decisions to improve efficiency.
Ability to evaluate complex situations make sound decisions and implement strategies to address issues and improve processes.
Excellent oral and written communication skills for clear professional interaction with staff customers and stakeholders.
Ability to manage multiple priorities and ensure timely task completion.

Additional Considerations

Proficient in DMV-related systems and office software (e.g. word processing spreadsheets).
Ability to adjust to changing environments policies and customer needs while maintaining high standards.
Strong sense of ethics applying rules and policies fairly and consistently.
Management experience in DMV operations or a similar regulatory service-based industry.
Proven background in data analysis budgeting and managing district-wide or multi-site operations.
Demonstrated experience in overseeing compliance with state federal or industry-specific regulations.


Background Check: Must consent to and pass a fingerprint-based background check as a condition of employment.
Licensure: Valid drivers license with fewer than six demerit points and no major convictions.
Driving Responsibilities: Use of personal or agency vehicle required for district travel site inspections and operational duties.

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 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 for assistance.
Minorities individuals with disabilities Veterans and people with National Service experience are encouraged to apply. EEO/AA/TT.
In support of the Commonwealths 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 .
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:

Email:

In support of the Commonwealths 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 .

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.