Deputy Commissioner of Customer Experience

Title: Deputy Commissioner of Customer Experience

State Role Title: Gen Admin Manager IV

Hiring Range: $165,000 - $190,000

Pay Band: 8

Agency: Department of Motor Vehicles

Location: CSM FULL SERVICES

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

The Deputy Commissioner of Customer Service Management Administration (CSMA) is a senior executive leadership position that reports directly to the Commissioner. This executive-level role is responsible for the comprehensive management and strategic direction of customer service operations throughout the Department of Motor Vehicles, including service centers, contact centers, mobile operations, and quality assurance programs.

Key Responsibilities
Executive Leadership & Strategic Management

• Provide executive leadership and management of CSMA operations
• Develop strategic plans and analytical assessments for complex decision-making
• Recommend and implement strategic actions across CSMA divisions
• Exercise overall leadership responsibility for customer service programs and operations

Operational Management & Program Service Delivery

• Oversee daily operations of customer service centers, contact centers, Driver's License Quality Assurance, Motor Vehicle Selects, and mobile operations
• Monitor performance metrics and ensure adequate staffing levels
• Balance customer service excellence with regulatory compliance and fiscal accountability
• Coordinate resolution of programmatic, operational, and personnel issues

Performance Management

• Develop performance and development plans aligned with organizational objectives
• Conduct regular performance evaluations and provide coaching
• Identify training opportunities and provide career development guidance
• Resolve team conflicts and recognize employee achievements

Financial & Administrative Oversight

• Direct budget development and execution for CSMA operations
• Develop and implement administrative policies aligned with agency objectives
• Oversee data analysis and present findings and recommendations
• Ensure compliance with federal and state regulations

Stakeholder Engagement & Executive Participation

• Serve as member of Commissioner's Executive Staff
• Participate in strategic and tactical planning for the agency
• Lead stakeholder meetings and represent CSMA in various forums
• Collaborate with private industry representatives on mutual programs

Minimum Qualifications

• Comprehensive knowledge of federal and state statutes governing Motor Vehicle services and customer service delivery systems
• Advanced understanding of budgetary and financial management practices in government settings with experience in multi-million dollar budget oversight
• Exceptional leadership and communication skills with ability to influence and direct at executive levels
• Strong analytical and problem-solving capabilities for complex organizational and operational issues
• Demonstrated ability to coach management teams, organize workloads, mentor staff, and manage organizational change
• Demonstrated success in identifying policy issues and developing sound recommendations supporting agency priorities

Additional Considerations

• Progressive management and supervisory experience in customer service or public administration environments
• Extensive experience in strategic planning, budget development, and organizational transformation initiatives
• Experience in staffing analysis and determination of appropriate resource allocations for customer service operations
• Demonstrated success in managing change initiatives and driving operational improvements in complex organizations
• Professional certifications in public management, customer service, or relevant specialized fields preferred
• Previous experience in e