Executive Director of Customer Service

7 days ago


Richmond, Virginia, United States Virginia Department of Human Resource Management Full time
Job Summary

The Virginia Department of Motor Vehicles (DMV) is seeking a highly skilled and experienced professional to serve as the Deputy Commissioner for Field Operations. This is a key leadership position that requires a strong understanding of customer service management, operational oversight, and strategic planning.

Key Responsibilities
  • Leadership and Management: Provide executive-level management and direction for customer service management, customer service centers, mobile operations, DMV selects, driver's license quality assurance, customer contact centers, and all supporting programs.
  • Operational Oversight: Oversee the day-to-day operations of the agency, including customer service centers, customer contact centers, driver's license quality assurance, DMV selects, mobile operations, mobile units, and connect teams.
  • Service Delivery and Compliance: Direct major efforts to improve service delivery efficiency and effectiveness while balancing quality service with appropriate regulatory and administrative oversight.
  • Customer Service Improvement: Implement strategies to enhance customer satisfaction and service quality.
  • Program Support and Development: Oversee the development and implementation of supporting programs to enhance overall operational efficiency.
Requirements
  • Considerable knowledge: Federal and state statutes governing DMV services, long and short-term strategic planning, budget development, human resource management, and supervisory techniques.
  • Working knowledge: Quality assurance processes and procedures.
  • Demonstrated ability: Plan and manage multiple programs.
  • Develop budgets: Monitor expenses, direct and advise managerial and professional staff.
  • Communicate effectively: With diverse groups both orally and in writing.
Preferred Qualifications
  • College degree: Preferred with major in business administration or public administration (or equivalent work experience).
  • Progressively responsible management: And supervisory experience.
Additional Considerations
  • Experience: In managing multiple operational areas with competing priorities.
  • Staffing analysis: And determination of appropriate staffing allocations for cyclical customer service.


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