DMV - Program Coordinator III - CDL Compliance

State of North Carolina•Nash, NC

2d•$47,703 - $83,479•Onsite

About The Position

The Position is located at the DMV Rocky Mount Headquarters. The primary purpose of this position is to provide leadership, direction, and oversight for the Commercial Driver License (CDL) Help Desk operations. You’ll play a crucial role in ensuring consistent, accurate, and compliant support for CDL-related processes across the Division. As the subject matter authority for complex CDL program areas—including DACH processing, NR II compliance, non-domiciled credentialing, and problem driver pointer resolution, you’ll help guarantee adherence to both state and federal regulations, while maintaining the integrity of the State Automated Driver License System (SADLS) and CDLIS. Supervising and guiding Help Desk staff is a key component of this role. You'll establish priorities, ensure timely and accurate responses to inquiries from field examiners, DMV personnel, and stakeholders, and develop standardized procedures and technical guidance to promote consistency in CDL transactions and system usage statewide. Additionally, you'll ensure staff training is up to date, keeping everyone informed of system changes and equipped for evolving business needs. Another important aspect of the position is oversight of system integrity functions. This includes monitoring, analyzing, and directing corrections of CDL record discrepancies to prevent misreporting and ensure accurate driver status. Quality control measures will be established, complex cases reviewed, and appropriate resolutions ensured for any data and system issues affecting CDL compliance. You’ll also serve as a key liaison between Driver Services, Information Technology, and external partners, supporting system development, application maintenance, and implementation of enhancements impacting CDL operations. Responsibilities involve evaluating proposed system changes for compliance with legislative and program requirements, managing user acceptance and post-implementation validation, and making sure system updates are communicated effectively to all stakeholders. By leading the CDL Help Desk function, you’ll help ensure operational consistency, strengthen regulatory compliance with FMCSA and AAMVA standards, and support the safe and efficient issuance and maintenance of commercial driver licenses statewide. This position significantly contributes to the Division’s mission to promote highway safety, enforce motor vehicle laws, and maintain the accuracy and integrity of North Carolina’s driver records.

Requirements

Experience in an office environment maintaining and updating files, records, and multiple reports.
Considerable knowledge of commercial motor vehicle licensing requirements and procedures and North Carolina Motor Vehicle driving laws.
Computer experience with proficiency using MS Office applications, and SADLS.
Bachelor’s degree from an appropriately accredited institution and two (2) years of experience related to the area of assignment; or an equivalent combination of training and experience.
Must undergo a background check which includes a name-based and fingerprint-based criminal history record check.

Nice To Haves

Working knowledge of the Quality Assurance unit.
Working knowledge of remote issuance processes and/or policies.
Working knowledge of SADLS.
Working knowledge of Motor Vehicle laws, Chapter 20, of the NC General Statutes and/or DMV customer service experience.
Considerable knowledge of CDL programs, systems (SADLS, CDLIS, CSTIMS), and applicable state and federal regulations (FMCSA, AAMVA).
Demonstrated ability to supervise the work of others, coach, and develop staff while fostering a positive, inclusive Great Place to Work culture.
Interpersonal communication skills for interacting with customers and system support groups, and other agencies to efficiently analyze and resolve technical issues.
Demonstrated ability to analyze and resolve complex technical and operational issues and guide staff in effective problem resolution.
Demonstrated ability to prioritize workload, manage high-volume demands, and ensure timely, accurate responses.

Responsibilities

Provide leadership, direction, and oversight for the Commercial Driver License (CDL) Help Desk operations.
Ensure consistent, accurate, and compliant support for CDL-related processes.
Act as the subject matter authority for complex CDL program areas, including DACH processing, NR II compliance, non-domiciled credentialing, and problem driver pointer resolution.
Guarantee adherence to state and federal regulations, maintaining the integrity of the State Automated Driver License System (SADLS) and CDLIS.
Supervise and guide Help Desk staff, establishing priorities and ensuring timely and accurate responses to inquiries.
Develop standardized procedures and technical guidance to promote consistency in CDL transactions and system usage statewide.
Ensure staff training is up to date, keeping everyone informed of system changes and equipped for evolving business needs.
Oversee system integrity functions, including monitoring, analyzing, and directing corrections of CDL record discrepancies.
Establish quality control measures, review complex cases, and ensure appropriate resolutions for data and system issues affecting CDL compliance.
Serve as a key liaison between Driver Services, Information Technology, and external partners, supporting system development, application maintenance, and implementation of enhancements.
Evaluate proposed system changes for compliance with legislative and program requirements.
Manage user acceptance and post-implementation validation of system updates.
Ensure system updates are communicated effectively to all stakeholders.
Contribute to the Division’s mission to promote highway safety, enforce motor vehicle laws, and maintain the accuracy and integrity of North Carolina’s driver records.