Regulatory Programs Lead & Customer Experience Coach

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 75,000 - 105,000; Full time

Job summary

DC Department of Licensing and Consumer Protection is seeking a senior administrator to lead complex inquiries, guide staff, and ensure compliance with regulatory standards. The role focuses on policy-aligned responses, process improvements, and cross-functional coordination within the agency.

The position is housed in the Office of the Director and involves collaboration with boards and regulatory partners to advance licensing and consumer protections.

Qualifications

• Specialized experience related to licensing/regulatory administration.
• Ability to interpret governing laws, regulations, and procedures.

Responsibilities

• Lead review and resolution of complex inquiries via the agency's CRM, ensuring timely, policy-aligned responses across channels.
• Provide coaching and quality assurance feedback to staff to promote consistency in customer engagement.
• Resolve escalated issues involving applicants, licensees, and stakeholders by interpreting laws and procedures; ensure uniform policy application.
• Analyze operational workflows to identify inefficiencies and implement improvements for service delivery and program effectiveness.
• Coordinate daily program operations, workload distribution, and risk identification; advise leadership on resource needs.
• Oversee recruitment, onboarding for boards and commissions; engage with regulatory partners to share best practices.

Job description

DC Department of Licensing and Consumer Protection is seeking a senior administrator to lead complex inquiries, guide staff, and ensure compliance with regulatory standards. The role focuses on policy-aligned responses, process improvements, and cross-functional coordination within the agency.

The position is housed in the Office of the Director and involves collaboration with boards and regulatory partners to advance licensing and consumer protections.