Driver Licensing Program Licensing Services Manager (LSM)

At theDepartment of Licensing (DOL)we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work create value for our customers and help build trust in our government.

Our Customer Relations Division is looking for an ambitious leader to join their Driver Licensing Policy & Business Support team!

As the Driver Licensing Policy & Business Support Manager you will provide statewide leadership and direction for consistent policy interpretation implementation operational guidance and program coordination. You will lead and develop a team of subject-matter experts who provide guidance and support to driver licensing offices throughout this role you will use your technical expertise to interpret and apply driver licensing policy identify opportunities for policy and process improvement and develop clear consistent guidance and resources including the Driver Licensing e-Guide. You will provide oversight of Enhanced Driver License and Enhanced ID card programs and support the development and implementation of new and existing programs. Through your leadership and the work of your team you will promote consistent application of driver licensing policies and procedures and help ensure Washington residents receive reliable equitable and consistent driver licensing services statewide.

• Direct and oversee policy interpretation procedural guidance implementation planning and program support activities affecting statewide driver licensing services.
• Coordinate work with other divisions governmental agencies and stakeholders and represent Driver Licensing on cross-functional teams committees and workgroups.
• Develop recommendations and business justifications for program improvements business process changes technology enhancements staffing resource allocation and operational efficiencies to improve statewide service delivery.
• Collaborate with Training leadership to ensure policy business process and program changes are effectively implemented through coordinated communications training and field support.
• Travel statewide to build collaborative relationships with Driver Licensing offices provide leadership and consultation to field staff and leadership support implementation of statewide initiatives supervise field-based employees and ensure DLO Support services remain responsive to operational needs.

What you will bring:

Eight (8) years of management administrative or technical experience in a licensing or regulatory program.

Up to four (4) years of relevant education in business administration public administration accounting or a related field may substitute year for year for experience.

• One (1) year of supervisory experience.
• Three (3) years of experience interpreting and applying complex laws administrative rules regulations and agency policies to support program implementation business processes or operational decision-making
• Three (3) years of experience developing implementing or evaluating policies procedures business processes or program initiatives
• Three (3) years of experience providing technical leadership project leadership lead work or supervisory oversight involving policy implementation business process improvement or organizational change.
• Three (3) years of experience preparing professional correspondence reports policy documents or executive-level recommendations.
• Two (2) years of experience researching analyzing and resolving complex customer issues or complaints requiring interpretation of laws regulations policies or business requirements.
• Valid Washington State drivers license with no restrictions other than corrective lenses and five (5) years of licensed driving experience.
• The ability to:
  • Understand and follow agency values of respect trust diversity equity and inclusion through behaviors and decisions.
  • Promote and support a respectful equitable and inclusive workplace for all employees.
  • Promote and support respectful equitable and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

• Experience serving as a recognized subject-matter expert across multiple complex Washington State driver licensing or identification programs with knowledge of program operations statutory and regulatory requirements and the relationship between policy business processes and supporting technology such as DRIVES including providing technical guidance and developing recommendations to resolve complex or escalated issues.
• Three (3) years of experience translating complex laws regulations or policy requirements into operational guidance e-Guides job aids decision tools workflows or other materials used to support consistent program implementation.
• Three (3) years of experience leading or coordinating implementation of legislation policy changes business process improvements or statewide operational initiatives involving multiple business units stakeholders or systems.
• Two (2) years of experience developing business requirements participating in system testing validating system changes or supporting implementation of DRIVES enhancements.
• Three (3) years of experience representing the Driver Licensing Program before executive leadership cross-functional teams interagency workgroups or external stakeholders.
• Three (3) years of management experience supervising professional staff or technical specialists including direct supervision of first-line supervisors.

• This position will require three (3) days in office at our Highways and Licensing Building in Olympia WA.
• Prior to a new hire a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.
• Must prove US citizenship and pass federal suitability to include a malfeasance check on employee for the past 5 years.

For information about this position available accommodation or the interview process contactNicole Walters.

• Select the apply button at the top of this job announcement.
• Attach a current cover letter.
• Incomplete applications may disqualify you from eligibility for the position. You must ensure all application areas including supplemental questions and attachments are completed in full.

To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age sex (including gender identity) marital status sexual orientation race religion creed color national origin honorably discharged veteran or military status or the presence of any sensory mental or physical disability or the use of a trained dog guide or service animal by a person with a disability.