Operations, Strategy, and Performance Manager

Title : Operations Strategy and Performance Manager

State Role Title : Gen Admin Manager II

Hiring Range : $ 105000 - $120750

Pay Band : 6

Agency : Department of Motor Vehicles

Location : CSM FULL SERVICES

Agency Website :

Recruitment Type : Agency Employee Only - A

Why This Role Matters

The Operations Strategy & Systems Manager is responsible for setting DMVs statewide operational strategy and overseeing key programs and systems that optimize service delivery customer satisfaction and workforce alignment. The position manages all systems used in the Customer Service Administration driving cross-functional projects that enhance efficiency minimize operational disruptions and align resources with strategic goals.

What Youll Actually Do

Youll Be a Strategic Innovator

Think of yourself as the bridge between what is and what could be. Youll look at our statewide operations and ask How can we make this better Then youll actually make it happenrolling out new systems training teams across the state and ensuring every change improves the customer experience.

Youll Lead Without the Red Tape

Work directly with IT teams to implement system updates. Develop training that actually helps people do their jobs better. Create the roadmaps that turn ambitious goals into reality. Youll have the authority to make decisions and the support to see them through.

Youll Solve Problems Before They Become Problems

Using data dashboards and performance metrics youll spot issues on the horizon and address them before a single customer is affected. Youre not just responding to firesyoure fireproofing the building.

Youll Be the Go-To Expert

As the subject matter expert for all Customer Service Administration systems youll be the person everyone turns to when they need answers. Your knowledge will shape policies guide implementations and ensure our 60 locations operate as one cohesive team.

Youll See Your Impact Daily

Launch a new system at multiple sites. Watch efficiency metrics improve. Hear from field staff about how your training made their day easier. This role offers the rare satisfaction of seeing your strategic work translate into tangible improvements for both employees and the public we serve.

What You Bring to the Table

The Must-Haves

Youve led complex multi-site projects that actually launched successfully. You understand how to align people processes and technology toward common goals. You can walk into a room of stakeholders with different priorities and walk out with everyone aligned and energized.

Youre equally comfortable diving into operational details and stepping back to see the strategic big picture. You communicate clearly whether youre writing a policy brief or explaining a system change to frontline staff. And you know how to interpret regulations and translate them into practical action.

What Makes You Stand Out

Youve worked in public sector operations and understand the unique challenges (and rewards) of government service

Youre certified in Lean Six Sigma or similar methodologies and have actually used them to drive real improvements

You have deep expertise in workforce planning budget management and policy development

Youve worked with DMV systems or similar large-scale public service platforms

The Real Talk

This role requires travel to DMV offices across the statesome overnight stays included. Youll need flexibility for early mornings or late evenings when implementation schedules demand it. Youll work in an office environment but should be ready to roll up your sleeves at field locations when needed.

The reward Youll have the autonomy to make meaningful changes the resources to implement your ideas and the satisfaction of improving a system that serves every resident in our state.

Our Mission (And Its More Important Than You Think)

Safeguarding Lives Securing Identities Serving the Motoring Public Supporting Industry Partners

Were not just processing paperwork. Were ensuring road safety protecting identities from fraud and helping people access the services they need to live their lives. When we do our jobs well communities thrive.

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.

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.

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

Submission of an online application is required. DMV does not accept applications resumes cover letters any other format. When applying for jobs please ensure your online application or resume is complete with duties and skills associated with your work experience and years of experience to properly assess your skills in 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 Disability Act. Contact 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 : Email :

In support of the Commonwealths 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 .

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

Required Experience :

Manager

Key Skills

Arabic Speaking,Access Control System,B2C,Account Management,Legal Operations,Broadcast

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 105000 - 120750