Roanoke District Operations Leader

Oregon Department of Transportatio; Bedford (VA); Sur place; USD 105 000 - 121 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Budget management

Facilities management

HR management

Leadership

Communication

Data analysis

Time management

Policy compliance

Outils

Power BI

QFLOW

Description du poste

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.