Head of Digital Services & Customer Experience

California Department of Motor Vehicles; California (MO); On-site; USD 210,000 - 260,000; Full time

Job summary

The California Department of Motor Vehicles seeks a Deputy Director of Digital Services to lead the modernization of DMV’s digital customer experiences in Sacramento. You will direct strategy, oversee product portfolios, and align digital channels with statewide technology priorities.

The role requires senior leadership, Agile governance, cross‑functional collaboration, and a data‑driven approach to security, accessibility, and performance across web, mobile, kiosks, and related platforms.

Qualifications

• Proven leadership experience in digital transformation, product management, or enterprise technology strategy.
• Experience leading Agile, cross‑functional teams.

Responsibilities

• Lead and manage digital product portfolios throughout the full lifecycle, ensuring effective performance and continuous improvement.
• Collaborate with the Executive Governance Council to shape policy, strategy, and enterprise architecture governing digital services.
• Participate in enterprise governance domains including business strategy, financial planning, risk, compliance, and IT strategy.
• Oversee product planning, prioritization, and road mapping with cross‑functional teams such as design, engineering, development, and marketing.
• Establish and refine metrics‑based systems to evaluate and enhance digital channel effectiveness.
• Develop frameworks for MVP evaluation and lead iterative product development practices.
• Expand web and mobile platforms to provide customers with secure, real‑time access to DMV services.
• Ensure visibility into delivery risks, corrective actions, and audit‑responsive control processes.
• Recruit, develop, and supervise a high‑performing Digital Services team, setting clear performance metrics.
• Promote Agile methodologies and workforce development strategies to strengthen organizational capacity.
• Represent the DMV with statewide partners including CDT, DOF, CalSTA, and GovOps.
• Oversee identity management programs ensuring secure authentication across all customer channels.
• Direct digital optimization of Information Request and Employer Pull Notice (EPN) systems.
• Manage vendor contracts related to analytics, digital maintenance, kiosks, and technician tablet services.
• Supervise digital analytics and evaluation of customer feedback to inform continuous improvements.

Skills

Leadership

Digital strategy

Agile

Governance

Vendor management

Analytics

Cross-functional teams

Stakeholder engagement

Job description

The California Department of Motor Vehicles seeks a Deputy Director of Digital Services to lead the modernization of DMV’s digital customer experiences in Sacramento. You will direct strategy, oversee product portfolios, and align digital channels with statewide technology priorities.

The role requires senior leadership, Agile governance, cross‑functional collaboration, and a data‑driven approach to security, accessibility, and performance across web, mobile, kiosks, and related platforms.