DMV - Assistant Director of Compliance and Support Operations

State of North Carolina•Rocky Mount, NC

8d•$67,122 - $117,465•Onsite

About The Position

The Assistant Director of Compliance and Support Operations will provide administrative, operational, and programmatic support for Driver Services. This position will coordinate compliance activities, support operations, modernization initiatives, and cross-functional projects that support the statewide delivery of driver credentialing services. The selected candidate will serve as a program and operational advisor to Driver Services leadership by assisting with the coordination of organizational objectives, operational initiatives, performance management activities, and process improvement efforts across assigned program areas. This position will include analyzing operational performance indicators, evaluating workflow effectiveness, identifying operational challenges, and developing recommendations to support organizational planning, operational readiness, regulatory compliance, as well as service delivery improvements. The selected candidate will provide administrative oversight and coordination for the Driver Services Special Operations Unit, CDL Compliance Unit, and Driver License Help Desk operations to include modernization activities, systems integration, credential-issuance workflows, identity-verification processes, CDL compliance activities, and customer support functions. The position collaborates with Driver Services leadership, Information Technology partners, the Deputy Commissioner of Modernization, and other stakeholders to support implementation planning, testing coordination, process documentation, operational readiness activities, and customer support operations associated with statewide initiatives. The Assistant Director of Compliance and Support Operations will be required to maintain compliance with applicable federal and state regulatory requirements governing driver credentialing programs, including standards associated with AAMVA, REAL ID, SAVE, FMCSA, and CDLIS. This position will also be responsible for assisting with operational reviews, monitoring process effectiveness, supporting policy and procedural consistency, and contributing to modernization efforts designed to improve operational efficiency, system integrity, customer support, and customer service delivery.

Requirements

Bachelor's degree from an appropriately accredited institution and five (5) years of progressive experience related to the area of assignment; or an equivalent combination of training and experience.
Experience with applicable federal and state regulatory requirements governing driver credentialing programs, including standards associated with AAMVA, REAL ID, SAVE, FMCSA, and CDLIS.
Experience with analyzing operational performance indicators.
Experience evaluating workflow effectiveness.
Experience identifying operational challenges.
Experience developing recommendations to support organizational planning, operational readiness, regulatory compliance, and service delivery improvements.
Experience with modernization activities, systems integration, credential-issuance workflows, identity-verification processes, CDL compliance activities, and customer support functions.
Experience with implementation planning, testing coordination, process documentation, and operational readiness activities.
Experience with collecting, analyzing, and presenting data to program stakeholders.

Nice To Haves

Modernization initiatives
Strong workflow analysis
Implementation support
User acceptance testing (UAT)
Microsoft Office
Planning, assigning, and supervising the work of others
Coordinating program activities, operational initiatives, and multi-unit workflows
Initiating and implementing administrative programs and procedures and evaluating their effectiveness.
Communication both verbally and written, with agency personnel, internal and external stakeholders, as well as senior leadership.

Responsibilities

Provide administrative, operational, and programmatic support for Driver Services.
Coordinate compliance activities, support operations, modernization initiatives, and cross-functional projects.
Serve as a program and operational advisor to Driver Services leadership.
Assist with the coordination of organizational objectives, operational initiatives, performance management activities, and process improvement efforts.
Analyze operational performance indicators, evaluate workflow effectiveness, and identify operational challenges.
Develop recommendations to support organizational planning, operational readiness, regulatory compliance, and service delivery improvements.
Provide administrative oversight and coordination for the Driver Services Special Operations Unit, CDL Compliance Unit, and Driver License Help Desk operations.
Collaborate with Driver Services leadership, Information Technology partners, the Deputy Commissioner of Modernization, and other stakeholders.
Support implementation planning, testing coordination, process documentation, operational readiness activities, and customer support operations.
Maintain compliance with applicable federal and state regulatory requirements governing driver credentialing programs.
Assist with operational reviews, monitor process effectiveness, and support policy and procedural consistency.
Contribute to modernization efforts designed to improve operational efficiency, system integrity, customer support, and customer service delivery.