Roanoke District Manager - 01856

DHRM•South Boston, VA

2d•Hybrid

About The Position

The Virginia Department of Motor Vehicles is seeking an experienced leader to serve as the Roanoke District Manager, responsible for overseeing Customer Service Center operations throughout the district. This position provides leadership to CSC management staff and is responsible for employee performance, customer service, operational efficiency, policy compliance, training, accountability and risk management, data analysis, staffing, budget oversight, and facility and vehicle needs. The District Manager regularly visits Customer Service Centers, evaluates operational performance, addresses service and staffing concerns, and works with management staff to ensure district operations meet established expectations.

Requirements

Strong customer service orientation, ensuring high satisfaction across service centers.
Knowledge of budget management, inventory control, facilities management, and human resources.
Leadership and supervisory skills, particularly in overseeing teams of 100+ employees.
Familiarity with regulatory and policy compliance for DMV and related state and federal standards.
Ability to analyze operational data, identify trends, and make informed decisions.
Strong problem-solving and decision-making abilities for complex operational issues.
Excellent communication skills for both oral and written interactions.
Time management and multitasking capabilities.
Valid driver’s license with fewer than six demerit points and no major convictions.
Use of personal or agency vehicle required for district travel, site inspections, and operational duties.
Consent to a background check.
Consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

Nice To Haves

Technical proficiency in DMV systems, Microsoft Office, and data management tools.
Adaptability to changing environments, maintaining high service standards.
Ethical judgment and integrity, applying rules consistently.
Supervisory experience managing large teams or multiple sites, ideally in DMV or regulatory settings.
Background in district or multi-site operations, with experience in resource and budget management.
Experience in data analysis and continuous improvement initiatives, using operational metrics to inform decision-making.
Knowledge of enforcing state, federal, or industry regulations, with experience in risk and compliance management.

Responsibilities

Establish performance expectations for CSC management staff and provide regular feedback, coaching, performance evaluations, and development opportunities.
Conduct bi-weekly one-on-one meetings with CSC management staff and maintain regular communication with the Regional Director.
Address employee performance issues and workplace conflicts and implement improvement plans when appropriate.
Ensure compliance with operational policies and coordinate training for new or revised policies and procedures.
Develop district training schedules and ensure required training is completed.
Serve as a subject matter expert and contribute to improvements in policies, procedures, and training programs.
Monitor customer service and operational performance across Customer Service Centers.
Conduct regular CSC visits to observe operations and identify opportunities for improvement.
Research and respond to high-profile customer inquiries and complaints.
Oversee accountability and risk-management requirements related to assets, inventory, and building access.
Conduct and review audits and quality checks and address identified deficiencies.
Maintain internal checks and balances necessary to meet audit standards.
Oversee collection, tracking, and reporting of district compliance and performance information.
Use tools such as Power BI and QFLOW to evaluate district performance and support operational decisions.
Analyze performance concerns, including wait-time goals, staffing levels, and opportunities for improvement.
Evaluate district staffing levels and budget compliance and make recommendations to improve efficiency.
Meet regularly with Talent Acquisition regarding staffing needs and vacancies.
Interview and hire management candidates and address attendance and punctuality concerns.
Initiate appropriate disciplinary or termination actions when necessary.
Monitor expenditures and overtime approvals to support fiscal responsibility.
Oversee and resolve facility-related issues throughout the district.
Ensure DMV vehicles receive required routine maintenance and remain in safe working condition.