DMV - Program Supervisor II

State of North Carolina•Wake, NC

1d•Onsite

About The Position

The North Carolina Division of Motor Vehicles is looking for motivated and energetic people to join our team. Start an exciting new career with an organization that is on the move! The primary function of this role is to plan, coordinate, and supervise the operations of multiple Driver Services programs, ensuring consistent, compliant, and effective statewide service delivery. Responsibilities include monitoring program performance, assessing workflow requirements, analyzing operational challenges, and recommending enhancements to improve efficiency and quality of service. The position reviews program mandates, ensures proper implementation of policy and procedural revisions, and facilitates system or process improvements with internal stakeholders and IT partners. This role provides oversight for programs, directs back-office units supervisory staff, assesses operational effectiveness, and implements policy and procedural refinements that advance organizational objectives. It maintains alignment with regulatory standards, supports legislative and interagency initiatives, resolves complex operational and customer service issues, and fosters workforce development to uphold high service standards throughout all units. To maintain compliance with state and federal regulations, the position manages documentation protocols for identity verification and oversees specialized functions related to identification card issuance and associated services. Duties include preparing operational reports, tracking key performance metrics, coordinating with vendors and interagency collaborators, and participating in departmental planning activities. Routine travel is required to monitor field operations and ensure adherence to established policies and service benchmarks. This position delivers direct back-office units’ supervision to back-office unit’s subordinate supervisors and staff, promoting effective program operations. Tasks encompass recruitment, onboarding, training, work allocation, performance evaluation, and employee development. Responsibilities also extend to managing employee relations, including coaching, corrective actions, and grievance resolution, in accordance with DOT and agency guidelines. Additional duties involve overseeing staffing levels, implementing retention strategies, prioritizing workloads during peak demand, and ensuring personnel possess the necessary resources and technical competencies to perform successfully in both onsite and remote settings. This role reviews, researches, and analyzes legislative proposals affecting program operations, preparing procedural and fiscal impact assessments as needed. It provides leadership with subject matter expertise during legislative inquiries and interagency meetings. Further responsibilities include interpreting laws, rules, and policies; ensuring program activities comply with regulatory requirements; and collaborating with legal, IT, law enforcement, and other governmental entities to support operational alignment and outreach. The position promotes uniform, high-quality customer service across all units by monitoring feedback, evaluating system and workflow performance, and resolving complex customer or operational concerns escalated by field offices or partner units. Duties include coordinating with help desk teams, tracking recurring technical or process issues, and proposing service or procedural enhancements. Finally, this role identifies training requirements and coordinates delivery of essential instruction for staff. Duties include supporting the creation of training materials, communicating policy or procedural changes, and ensuring training activities meet both organizational and regulatory expectations. The position contributes to ongoing workforce development efforts and helps sustain consistency in program operations statewide. This position is considered "covered" under the REAL ID Act. Therefore, pursuant to 6 CFR, 37.45, the selected candidate will be required to undergo a background check which includes a name-based and fingerprint-based criminal history record check. The candidate that is selected for the position will be given a conditional offer of employment that would allow him or her to begin work subject to the results of the background check. Prior to beginning employment, the selected candidate will be required to submit to a name-based and fingerprint-based criminal history record check. The cost will be associated with this process for new employees. No cost is associated with this process for existing DMV employees. This role may require basic knowledge of accounting practices and procedures, working knowledge of human resources policies and procedures, and considerable knowledge of modern procedures, practices, and equipment.

Requirements

Bachelor’s degree from an appropriately accredited institution and five (5) years of experience related to the area of assignment; or an equivalent combination of training and experience.
Considerable knowledge of the principles and practices of public and business administration.
Demonstrated ability to exercise judgment and discretion in establishing, applying, and interpreting policies and procedures.
Demonstrated ability to plan, assign, and supervise the work of subordinate employees.
Demonstrated ability to establish and maintain effective working relationships with agency personnel, officials, and the general public.
Demonstrated ability to initiate and install administrative programs and procedures and to evaluate their effectiveness.
Basic knowledge of accounting practices and procedures.
Working knowledge of human resources policies and procedures.
Considerable knowledge of modern procedures, practices, and equipment.
Must undergo a name-based and fingerprint-based criminal history record check.

Responsibilities

Plan, coordinate, and supervise the operations of multiple Driver Services programs.
Monitor program performance, assess workflow requirements, and analyze operational challenges.
Recommend enhancements to improve efficiency and quality of service.
Review program mandates and ensure proper implementation of policy and procedural revisions.
Facilitate system or process improvements with internal stakeholders and IT partners.
Provide oversight for programs and direct back-office units supervisory staff.
Assess operational effectiveness and implement policy and procedural refinements.
Maintain alignment with regulatory standards and support legislative and interagency initiatives.
Resolve complex operational and customer service issues.
Foster workforce development to uphold high service standards.
Manage documentation protocols for identity verification and oversee specialized functions related to identification card issuance.
Prepare operational reports and track key performance metrics.
Coordinate with vendors and interagency collaborators.
Participate in departmental planning activities.
Deliver direct back-office units’ supervision to subordinate supervisors and staff.
Manage recruitment, onboarding, training, work allocation, performance evaluation, and employee development.
Manage employee relations, including coaching, corrective actions, and grievance resolution.
Oversee staffing levels, implement retention strategies, and prioritize workloads.
Ensure personnel possess the necessary resources and technical competencies.
Review, research, and analyze legislative proposals affecting program operations.
Prepare procedural and fiscal impact assessments.
Provide subject matter expertise during legislative inquiries and interagency meetings.
Interpret laws, rules, and policies.
Ensure program activities comply with regulatory requirements.
Collaborate with legal, IT, law enforcement, and other governmental entities.
Monitor feedback, evaluate system and workflow performance, and resolve complex customer or operational concerns.
Coordinate with help desk teams and track recurring technical or process issues.
Propose service or procedural enhancements.
Identify training requirements and coordinate delivery of essential instruction for staff.
Support the creation of training materials and communicate policy or procedural changes.
Ensure training activities meet both organizational and regulatory expectations.
Contribute to ongoing workforce development efforts.
Help sustain consistency in program operations statewide.
Undergo a background check including name-based and fingerprint-based criminal history record check.