Operations, Strategy, and Performance Director

Title: Operations, Strategy, and Performance Director

State Role Title: Gen Admin Manager II

Hiring Range: $117,000-$134,550

Pay Band: 6

Agency: Department of Motor Vehicles

Location: CSM FULL SERVICES

Agency Website: www.dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Why This Role Matters 

The Operations, Strategy, & Systems Manager is responsible for setting DMV’s statewide operational strategy and overseeing key programs and systems that optimize service delivery, customer satisfaction, and workforce alignment. The position manages all systems used in the Customer Service Administration, driving cross-functional projects that enhance efficiency, minimize operational disruptions, and align resources with strategic goals.  

What You'll Actually Do 

You'll Be a Strategic Innovator 

Think of yourself as the bridge between "what is" and "what could be." You'll look at our statewide operations and ask, "How can we make this better?" Then you'll actually make it happen—rolling out new systems, training teams across the state, and ensuring every change improves the customer experience. 

You'll Lead Without the Red Tape 

Work directly with IT teams to implement system updates. Develop training that actually helps people do their jobs better. Create the roadmaps that turn ambitious goals into reality. You'll have the authority to make decisions and the support to see them through. 

You'll Solve Problems Before They Become Problems 

Using data dashboards and performance metrics, you'll spot issues on the horizon and address them before a single customer is affected. You're not just responding to fires—you're fireproofing the building. 

You'll Be the Go-To Expert 

As the subject matter expert for all Customer Service Administration systems, you'll be the person everyone turns to when they need answers. Your knowledge will shape policies, guide implementations, and ensure our 60+ locations operate as one cohesive team. 

You'll See Your Impact Daily 

Launch a new system at multiple sites. Watch efficiency metrics improve. Hear from field staff about how your training made their day easier. This role offers the rare satisfaction of seeing your strategic work translate into tangible improvements for both employees and the public we serve. 

 

What You Bring to the Table 

The Must-Haves 

You've led complex, multi-site projects that actually launched successfully. You understand how to align people, processes, and technology toward common goals. You can walk into a room of stakeholders with different priorities and walk out with everyone aligned and energized. 

You're equally comfortable diving into operational details and stepping back to see the strategic big picture. You communicate clearly whether you're writing a policy brief or explaining a system change to frontline staff. And you know how to interpret regulations and translate them into practical action. 

What Makes You Stand Out 

• You've worked in public sector operations and understand the unique challenges (and rewards) of government service 

• You're certified in Lean, Six Sigma, or similar methodologies and have actually used them to drive real improvements 

• You have deep expertise in workforce planning, budget management, and policy development 

• You've worked with DMV systems or similar large-scale public service platforms 

The Real Talk 

This role requires travel to DMV offices across the state—some overnight stays included. You'll need flexibility for early mornings or late evenings when implementation schedules demand it. You'll work in an office