Driver Licensing Program Licensing Services Manager (LSM)

State of Washington•Thurston County – Olympia, WA

2d•Hybrid

About The Position

We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Inclusion | Equity. Only current DOL employees are eligible for this position. This position is eligible for the 10% EDL assignment pay. At the Department 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 one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident. Do you have a growth mindset with a passion for policy interpretation and implementation? If so, we invite you to apply!

Requirements

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 driver’s 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.

Nice To Haves

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.

Responsibilities

Provide statewide leadership and direction for consistent policy interpretation, implementation, operational guidance, and program coordination.
Lead and develop a team of subject-matter experts who provide guidance and support to driver licensing offices throughout Washington.
Use 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.
Provide oversight of Enhanced Driver License and Enhanced ID card programs and support the development and implementation of new and existing programs.
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.