Priority Recruitment: DMV Director

Department of Motor Vehicles (DMV) Director Job Description

California is searching for a visionary and pragmatic new Director of the DMV

California is looking for a leader who will create a new DMV to serve all Californians, today and tomorrow.

The DMV Director will lead one of state government’s most widely accessed Departments into a new era of on-demand, online customer service, identity authentication, and autonomous vehicles, among many other emerging opportunities.

The new Director will also ensure the DMV manages the challenges of today. Prime among these are successful ongoing implementation of the Motor Voter program, and signing up millions of Californians for the new Real ID ahead of the October 2020 Federal deadline.

The ideal leader will have experience:

  • Leading a customer service or public facing organization with high transaction volumes
  • Designing and managing a large organization’s cultural change, resulting in improved performance
  • Leveraging user-centric approaches to improve customer experience, including adopting new technologies and tools

The Director will be appointed by Governor Gavin Newsom.

 

Core Responsibilities

  • Lead DMV’s delivery of excellent service today while preparing to meet future challenges, in collaboration with the Secretary of the California Transportation Agency and the Governor’s Office
  • Develop and implement a Strategic Plan for new a business model built around customer service
  • Design and modernize field office operations to improve customer experience and anticipate future demand
  • Build a customer-centric culture, in partnership with employees
  • Adopt an organizational structure that better promotes customer-focused service delivery
  • Create and implement plan to prepare and train leaders, managers and employees to excel in the new DMV – including cross-training to improve organizational agility and resilience
  • Modernize information system infrastructure, ensure system security and build system adaptability
  • Strive for data integrity and accuracy, build data analytics capabilities, and use data to continuously improve performance
  • Develop and maintain relationships with the public, legislature and government entities
  • Communicate clearly with customers about services and requirements

 

Desired Qualifications

  • Education
    • Bachelor’s Degree required
    • Advanced degree in business, law, organizational management, or public administration preferred
  • Experience
    • Leading a customer service or public-facing organization with high transaction volumes
    • Designing and managing a large organization’s cultural change, resulting in improved performance
    • Leveraging user-centric approaches to improve customer experience, including adopting new technologies and tools
    • Navigating a complex stakeholder and regulatory environments
    • Managing a dispersed team in a fast-paced environment
  • Abilities
    • Inspiring and motivating employees
    • Building a qualified and talented leadership team
    • Flexibility to respond to emerging issues
    • Managing multiple priorities
    • Setting and achieving challenging goals

 

About the DMV

The DMV operates within the California State Transportation Agency (CalSTA). The DMV has 8,900 employees, who operate 172 field offices, more than 150 self-service terminals, and 3 call centers. California has 29.6 million licensed drivers, and 34.7 million vehicles registered.  It collects more than $8 billion in revenues annually.

The opportunity to deliver impact for California is here at the DMV.