DMV CSC Manager III-East Henrico Customer Service Center Position # 00551

Virginia Information Technologies Agency•Richmond, VA

About The Position

Position Overview We are seeking a dynamic and experienced Manager to lead one of our Customer Service Centers located in Covington. This role is responsible for comprehensive operational oversight, resource management, strategic planning, and team leadership. The CSC Manager plays a key role in aligning service center operations with the DMV's mission and performance goals. 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 vehicles. In addition, DMV serves many businesses, including dealers, fuel tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates on five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values. We live them!

Requirements

Comprehensive knowledge of operational management principles for overseeing multi-functional service centers, including staff supervision, facilities management, and resource allocation.
Ability to manage and oversee diverse programs and services offered in a DMV Customer Service Center, ensuring accuracy, efficiency, and alignment with operational goals.
Strong understanding of human resources practices, including recruitment, performance management, employee development, and compliance with labor laws.
Proficiency in state and federal regulations, DMV policies, and procedures relevant to motor vehicle administration and public safety.
Demonstrated ability to interpret and apply complex regulations and statutes governing DMV operations and customer service, ensuring compliance and effective service delivery.
Expertise in financial management, including budgeting, resource allocation, and financial reporting.
Advanced knowledge of customer service principles for delivering high-quality service in a public sector environment.
Skilled in leadership and team management, including hiring, training, and performance evaluation.
Proficiency in DMV-specific software and general office tools, such as Microsoft Office Suite.
Strong analytical skills to enhance operational performance through data analysis and process improvements.
Excellent verbal and written communication skills for interaction with internal teams and external stakeholders.
Effective problem-solving abilities to manage complex customer service situations professionally and efficiently.
High attention to detail to ensure accuracy in transaction processing, documentation, and compliance.
Demonstrated ability to adapt to changes in policies, procedures, and technologies within DMV operations.
Effective time management and ability to prioritize tasks in a dynamic, fast-paced environment.
Knowledge of emergency preparedness and risk management practices to ensure operational continuity and safety.

Nice To Haves

Familiarity with advanced operational systems and best practices in public administration or business management.
Advanced project management skills and change management expertise to support organizational initiatives.

Responsibilities

Lead daily operations and drive customer service excellence in a DMV CSC.
Manage human resources, finances, facilities, and security for the center.
Supervise and develop a large, diverse staff; oversee hiring, training, and performance management.
Analyze operational data and metrics to identify improvements and ensure compliance with DMV policies.
Ensure quality control in customer transactions, including licensing and vehicle registration.
Resolve escalated customer issues and ensure professional, timely service.
Maintain compliance with all statutory requirements and agency procedures.
Promote a culture of accountability, safety, and continuous improvement.

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