DMV Field Implementation and Quality Lead-Position # 02155 (Richmond District)

Title: DMV Field Implementation and Quality Lead-Position # 02155 (Richmond District)

State Role Title: Gen Admin Manager I

Hiring Range: $95,000.00 - $109,250.00

Pay Band: 5

Agency: Department of Motor Vehicles

Location: RICHMOND DM

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

This position is open to DMV Employee's Only!

The Lead of Quality and Employee/Customer Experience/Change Management serves as the district’s primary leader for quality assurance, employee engagement, customer experience, and organizational change initiatives. This role ensures that customer information, business processes, and internal service delivery meet high standards of accuracy, consistency, and effectiveness. The Lead provides strategic guidance, operational support, and subject‑matter expertise to improve service quality, strengthen employee engagement, and support successful adoption of new systems, processes, and procedures.
Must live within the district.

This position partners closely with district leadership, supervisors, frontline teams, and cross‑functional stakeholders to identify improvement opportunities, implement quality programs, and ensure employees and customers experience clear, consistent, and responsive service.

The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves a wide array of businesses, including dealers, fuels tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values, we live them!

Minimum Qualifications

• Demonstrated ability to prioritize and enhance customer service across multiple service centers.
• Knowledge of budget management, inventory control, facilities management, and human resources principles.
• Ability to lead, supervise, mentor, and manage performance, including conflict resolution and employee development.
• Ability to interpret, explain, and apply DMV policies and regulations district wide.
• Skilled in analyzing operational data, identifying trends, and making informed decisions to improve efficiency.
• Ability to evaluate complex situations, make sound decisions, and implement strategies to address issues and improve processes.
• Excellent oral and written communication skills for clear, professional interaction with staff, customers, and stakeholders.
• Ability to manage multiple priorities and ensure timely task completion.

Additional Considerations

• Proficient in DMV-related systems and office software (e.g., word processing, spreadsheets).
• Ability to adjust to changing environments, policies, and customer needs while maintaining high standards.
• Strong sense of ethics, applying rules and policies fairly and consistently.
• Management experience in DMV operations or a similar regulatory, service-based industry.
• Proven background in data analysis, budgeting, and managing district-wide or multi-site operations.
• Demonstrated experience in overseeing compliance with state, federal, or industry-specific regulations.


• Background Check: Must consent to and pass a fingerprint-based background check as a condition of employment.
• Licensure: Valid driver’s license with fewer than six demerit points and no major convictions.
• Driving Responsibilities: Use of personal or agency vehicle required for district travel, site inspections, and operational duties.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Selected candidate(s) will need to complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify

All applicants for employment must consent to a driver history and criminal background check. A fingerprint-based criminal history check will be required on selected applicant(s).

As a condition of employment, DMV will be alerted of any moving violation convictions,