Director of Licensing (Administrator VI)

Position Summary

Direct all aspects of the agency’s Passenger Driver Licensing and Commercial Driver Licensing functions, including the following:

Provide direction and oversight of the Passenger Driver Licensing second-level help line.  This function aids contact center, service center staff, general public, other state agencies and other jurisdictions in all areas of license/ID policy and procedure for the agency.  Supervise one supervisor, twenty-two FTE’s in this department. 

Provide direction and oversight of the Commonwealth’s Commercial Driver License programs.  Ensure that the program is compliant with Federal Motor Carrier Safety Administration (FMCSA) regulations.  Supervise the CDL Coordinator, one supervisor, seven FTE’s, and one grant contractor in this department. Provide leadership to ensure that organization maximizes federal funding opportunities to enhance commercial roadway safety. Provide oversight and strategic guidance for the commercial road-testing program executed by the Massachusetts State Police.

Provide direction and oversight of the DOC (Department of Corrections) re-entry and Sheriff’s County CLP programs.  Be the direct liaison between the RMV and DOC/Sheriff’s County Offices and partners like EMERGE regarding all aspects of the re-entry program.  Massachusetts ID cards and Commercial Learner’s Permits are issued via this program.  Oversee 1 supervisor and 1 compliance officer for this program.

Serve on editorial review panel for updates to the Driver’s Manual.  Suggest and direct updates and edits to the test question database for learner’s permit exams. 

Assist Enforcement Services and Massachusetts State Police with administration of Facial Recognition. 

Duties and Responsibilities

• Provide direction and oversight of Driver Licensing program: The Director of Licensing will provide visionary leadership for the Passenger Driver Licensing program, ensuring seamless operations and superior service delivery across the state. This includes overseeing the second-level help line, which serves as the critical knowledge center for staff, the public, and interagency stakeholders, addressing complex inquiries and resolving escalations. The role demands proactive identification of trends and gaps in service delivery, coupled with the development and implementation of innovative policies and procedures to enhance operational efficiency and compliance with state regulations. By fostering a culture of excellence and accountability, the Director will ensure the program meets the highest standards of customer satisfaction and operational integrity. 

• Provide direction and oversight of CDL program and CDL-related grant funded projects: The Director of Licensing will lead the Commonwealth’s Commercial Driver Licensing (CDL) program, ensuring full compliance with Federal Motor Carrier Safety Administration (FMCSA) regulations and positioning Massachusetts as a leader in commercial roadway safety. This includes strategic oversight of the CDL licensing and road-testing program, executed in partnership with the Massachusetts State Police. The role emphasizes leveraging federal grant opportunities to fund innovative initiatives that enhance safety and operational efficiency, requiring close collaboration with internal teams and external stakeholders. By designing and implementing data-driven strategies, fostering stakeholder collaboration, and maximizing federal funding opportunities, the Director will elevate the program’s impact and support the state’s commitment to safe and efficient commercial transportation.

• Provide direction and oversight of the DOC re-entry and CLP program: The Director of Licensing will serve as the primary liaison between the Registry of Motor Vehicles and the Department of Corrections, Sheriff’s Offices, and community partners such as EMERGE. In this role, the Director will provide leadership to programs that facilitate the issuance of Massachusetts ID cards and Commercial Learner Permits (CLPs) for individuals re-entering society. By fostering collaborative relationships with agency partners, the Director will ensure program effici