Western District Manager (Program Manager V)

Position Summary

The District Manager will provide oversight of daily operations and service delivery within their assigned District. As the DM they are responsible for ensuring the integrity and control of documents, proper utilization of assets and the appropriate collection and recording of Commonwealth revenues for their districts. The District Manager ensure the Service Center Managers in their district will review and remediate any audit findings and customer queries requiring follow-up. Beyond day-to-day oversight, the District Manager is responsible for maintaining quality standards at each facility they are responsible for, including a safe working environment, reporting facility issues, evaluating quality control and administrative functions, including monthly reports and maintaining adequate service center supplies.

The District Manager may also be called upon (in the absence or direction of the Assistant Registrar of Service Center Operations) to coordinate and manage RMV functions across the footprint.

This role is charged with developing and implementing process improvement policies and standards which will be delivered across all RMV Service Centers throughout the Commonwealth. In addition, the District Manager regularly reviews existing policies for effectiveness and determines the need for updates or improvements. Long-range planning to determine policies, program priorities, and utilize resources to ensure the efficient and effective implementation of goals and objectives mandated by state laws, local bylaws or ordinances and RMV departmental rules and regulation are hallmarks of this position. The DM will support their SCMs with staffing activities which include but are not limited to hiring and coverage; progressive discipline for CSRs, EPRS creation and delivery, coaching the SCMs focusing on in role development, and difficult coaching situations.

The DM will build strong working relationships with strategic partners including but not limited to training, Security and Emergency Management, Human Resources, Facilities, and Labor Relations.

The DM will perform service center observations with a focus on areas of improvement which include but are not limited to service delivery, customer service, staff development, facilities, coaching routines, and compliance.

As a senior front-line manager, the position exercises discretionary authority in personnel administration, including oversight of staffing and scheduling, recommending hiring needs, successions planning, progressive discipline and supporting labor-relations strategies. The DM may be required to work outside of normal working hours, which may include extended hours and Saturdays.

Duties and Responsibilities

• Manage daily operational functions and staff of Customer Service Centers in their District by working with their Service Center Managers. This includes but is not limited to ensuring Customer Service Reps (CSRs) provide error free processing of license, registration, permit, citation, CDL transactions as well as Business to Business (B2B) and International Registration Plan (IRP) transactions. 

• Observe the SCM is managing customer intake processes, managing the queue, managing customer wait times, and ensuring each customer receives world class customer service.  In addition, responsible for leading initiatives such as REAL ID and IT Upgrade projects for their district.  Oversee the successful implementation and execution of Standard Operating Procedures, Policy, and Safety and Security.  This may also include working with cross-agency departments on service center relocations.

• Directly Manage all aspects of staffing for their Service Centers to include executing the proper execution of the vacation and time off calendar per the CBA, daily scheduling needs for their service centers, as well as time and attendance for all CSRs. Conduct employee Mass Performs for and bi-weekly one-on-one meetings with each SCM.  Oversee the progressive discipline track of the CSRs within their district as needed. This includes working with Human Resources and Labor Relations and may include interacting with NAGE.

• Focus on policy and program development for the following initiatives and to demonstrate alignment with the objectives of the RMV, including but not limited to; Technical Policies and