Roanoke District Manager - 01856

Oregon Department of Transportatio; Bedford (VA); On-site; USD 105,000 - 121,000; Full time

Job summary

The Virginia Department of Motor Vehicles is seeking a Roanoke District Manager to oversee Customer Service Center operations across the district and lead CSC management. The role emphasizes performance, policy compliance, training, and budget oversight in a demanding governmental environment.

The incumbent will monitor operations, analyze data with Power BI and QFLOW, ensure service standards, manage staffing, and drive continuous improvement across facilities and assets.

Qualifications

• Strong customer service orientation, ensuring high satisfaction across service centers.
• Knowledge of budget management, inventory control, facilities management, and human resources.
• Leadership and supervisory skills, particularly in overseeing teams of 100+ employees.
• Familiarity with regulatory and policy compliance for DMV and related state and federal standards.
• Ability to analyze operational data, identify trends, and make informed decisions.
• Strong problem-solving and decision-making abilities for complex operational issues.
• Excellent communication skills for both oral and written interactions.
• Time management and multitasking capabilities.

Responsibilities

• Establish performance expectations for CSC management staff and provide regular feedback, coaching, performance evaluations, and development opportunities.
• Conduct bi-weekly one-on-one meetings with CSC management staff and maintain regular communication with the Regional Director.
• Address employee performance issues and workplace conflicts and implement improvement plans when appropriate.
• Ensure compliance with operational policies and coordinate training for new or revised policies and procedures.
• Develop district training schedules and ensure required training is completed.
• Serve as a subject matter expert and contribute to improvements in policies, procedures, and training programs.
• Monitor customer service and operational performance across Customer Service Centers.
• Conduct regular CSC visits to observe operations and identify opportunities for improvement.
• Research and respond to high-profile customer inquiries and complaints.
• Oversee accountability and risk-management requirements related to assets, inventory, and building access.
• Conduct and review audits and quality checks and address identified deficiencies.
• Maintain internal checks and balances necessary to meet audit standards.
• Oversee collection, tracking, and reporting of district compliance and performance information.
• Use tools such as Power BI and QFLOW to evaluate district performance and support operational decisions.
• Analyze performance concerns, including wait-time goals, staffing levels, and opportunities for improvement.
• Evaluate district staffing levels and budget compliance and make recommendations to improve efficiency.
• Meet regularly with Talent Acquisition regarding staffing needs and vacancies.
• Interview and hire management candidates and address attendance and punctuality concerns.
• Initiate appropriate disciplinary or termination actions when necessary.
• Monitor expenditures and overtime approvals to support fiscal responsibility.
• Oversee and resolve facility-related issues throughout the district.
• Ensure DMV vehicles receive required routine maintenance and remain in safe working condition.

Skills

Customer service

Budget management

Facilities management

HR management

Leadership

Communication

Data analysis

Time management

Policy compliance

Tools

Power BI

QFLOW

Job description

Title: Roanoke District Manager - 01856

State Role Title: Prog Admin Manager III

Hiring Range: $105,000.00 - $120,750.00

Pay Band: 6

Agency: Department of Motor Vehicles

Location: ROANOKE DM

Agency Website: dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

Roanoke District Manager

The Virginia Department of Motor Vehicles is seeking an experienced leader to serve as the Roanoke District Manager, responsible for overseeing Customer Service Center operations throughout the district.

This position provides leadership to CSC management staff and is responsible for employee performance, customer service, operational efficiency, policy compliance, training, accountability and risk management, data analysis, staffing, budget oversight, and facility and vehicle needs. The District Manager regularly visits Customer Service Centers, evaluates operational performance, addresses service and staffing concerns, and works with management staff to ensure district operations meet established expectations.

Job Responsibilities

• Establish performance expectations for CSC management staff and provide regular feedback, coaching, performance evaluations, and development opportunities.
• Conduct bi-weekly one-on-one meetings with CSC management staff and maintain regular communication with the Regional Director.
• Address employee performance issues and workplace conflicts and implement improvement plans when appropriate.
• Ensure compliance with operational policies and coordinate training for new or revised policies and procedures.
• Develop district training schedules and ensure required training is completed.
• Serve as a subject matter expert and contribute to improvements in policies, procedures, and training programs.
• Monitor customer service and operational performance across Customer Service Centers.
• Conduct regular CSC visits to observe operations and identify opportunities for improvement.
• Research and respond to high-profile customer inquiries and complaints.
• Oversee accountability and risk-management requirements related to assets, inventory, and building access.
• Conduct and review audits and quality checks and address identified deficiencies.
• Maintain internal checks and balances necessary to meet audit standards.
• Oversee collection, tracking, and reporting of district compliance and performance information.
• Use tools such as Power BI and QFLOW to evaluate district performance and support operational decisions.
• Analyze performance concerns, including wait-time goals, staffing levels, and opportunities for improvement.
• Evaluate district staffing levels and budget compliance and make recommendations to improve efficiency.
• Meet regularly with Talent Acquisition regarding staffing needs and vacancies.
• Interview and hire management candidates and address attendance and punctuality concerns.
• Initiate appropriate disciplinary or termination actions when necessary.
• Monitor expenditures and overtime approvals to support fiscal responsibility.
• Oversee and resolve facility-related issues throughout the district.
• Ensure DMV vehicles receive required routine maintenance and remain in safe working condition.

Minimum Qualifications

• Strong customer service orientation, ensuring high satisfaction across service centers.
• Knowledge of budget management, inventory control, facilities management, and human resources.
• Leadership and supervisory skills, particularly in overseeing teams of 100+ employees.
• Familiarity with regulatory and policy compliance for DMV and related state and federal standards.
• Ability to analyze operational data, identify trends, and make informed decisions.
• Strong problem-solving and decision-making abilities for complex operational issues.
• Excellent communication skills for both oral and written interactions.
• Time management and multitasking capabilities.

Additional Considerations

• Technical proficiency in DMV systems, Microsoft Office, and data management tools.
• Adaptability to changing environments, maintaining high service standards.
• Ethical judgment and integrity, applying rules consistently.
• Supervisory experience managing large teams or multiple sites, ideally in DMV or regulatory settings.
• Background in district or multi-site operations, with experience in resource and budget management.
• Experience in data analysis and continuous improvement initiatives, using operational metrics to inform decision-making.
• Knowledge of enforcing state, federal, or industry regulations, with experience in risk and compliance management.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

Work Schedule and Travel Requirements

This position follows a required weekly schedule of one (1) day reporting to the Roanoke District Office, one (1) day of telework, and three (3) days of travel to Customer Service Centers throughout the Roanoke District.

Candidates who reside outside of the Roanoke District are welcome to apply. However, the selected candidate will not be reimbursed for travel, mileage, or lodging expenses associated with commuting from their place of residence to the Roanoke District Office or to the Roanoke District. Applicants should carefully consider the commuting, and travel demands of this position before applying.

Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

Licensure: Valid driver's license with fewer than six demerit points and no major convictions.

Driving Responsibilities: Use of personal or agency vehicle required for district travel, site inspections, and operational duties.

As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.

You must submit an online application. DMV does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application or resume includes duties and skills associated with your work experience and years of experience so we can properly assess your skills during the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 804-367-0528 for assistance.

Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT.

Contact Information

Name: DMV Employment

Phone: [phone]

Email: [e-mail]

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022, and February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.