DMV Director Of Customer Compliance Services

DMV Director of Customer Compliance Services

Salary: $67,996.00 - $132,593.00 Annually

Location: Nash County, NC

Job Type: Permanent Full-Time

Job Number: 25-10300

Department: Dept of Transportation Division: Division of Motor Vehicles

Opening Date: 08/25/2025

Closing Date: 9/8/2025 11:59 PM Eastern

Job Class Title: Program Manager II

Position Number: 60030748

Salary Grade: NC21

Description of Work:

The Director will oversee all units and employees that fall under the supervision of those positions. Planning This position is responsible for ensuring the efficient and effective delivery of services in the Customer Compliance Section. More specifically, the Director is responsible for assessing needs; determining objectives, impacts and priorities; and setting goals for all aspects of the programmatic areas within the Customer Compliance Section. This position provides considerable input into planning for major changes and new systems, policies, and procedures. This includes reviewing workloads by region and statewide to recognize trends and frequently respond to input from upper management and government representatives to expand, consolidate, curtail, and/or improve services in all sections of the Customer Compliance Section. This position also plans for fiscal resources, space utilization, and on-going operations to meet the goals and objectives relevant to the services rendered. The Director coordinates, develops, and administers initiatives that maintain the integrity and security of DMV records; works with DOT and DMV management to plan for the best utilization of staff and available resources to meet program needs; determines organization structure and recommends internal changes based on new program emphasis and priorities. Coordinate with other organizations to build and strengthen initiatives, programs and services.

Administrative and Personnel Management This position directs the overall operation of the Customer Compliance Section and the units that comprise the sections. To this end, the Director reviews and recommends budget requests for State and Federal funds, contracts, grants; evaluates staff, equipment, and space needs and make requests as needed to the Budget staff; develops and administers policies, procedures, practices and work standards for the units within the section; develops quality assurance standards and measurements in order to comprehensively assess the quality of the programs and services provided by the Customer Compliance Section; review records, reports and activities of project managers and related projects on a routine basis in order to assure that program goals are being met; maintains integrity of DMV records; coordinates efforts with other sections of DMV, law enforcement, and other areas to address that potentially compromise the integrity of DMV records. The Director reviews and approves personnel actions, including recommended candidate selection for new hire, promotion, horizontal/lateral transfer, and reassignment; recommends and submits requests for salary adjustments and classifications review in accordance with State and DOT personnel policies, procedures, and practices; administers counseling and other disciplinary measures; reviews and approves disciplinary action, including written warning, suspension, demotion, dismissal and investigatory placement in accordance with State and DOT personnel policies, procedures, and practices; administers State and DOT grievance procedures; resolves grievances internally when possible and counsels employees regarding problems; administers the performance management program including review and approval of performance appraisals and other performance management documents; determines training needs of staff and makes arrangements for training that will assist employees in gaining knowledge, skills, abilities, and competencies needed to meet program goals and objectives.

This position makes appropriate changes in work methods and procedures to meet goals, deadlines, and provide quality customer service. The position may shift staff to accommodate workload increases, staff shortages, or improve customer service. The position meets with personnel at varying levels throughout the Section to resolve problems of a sensitive or controversial nature.

• Budgeting — The position makes budget recommendations by projecting needs including staff, space, and equipment to accommodate changing needs and administrative costs. This position justifies requests to upper management, monitors the budget, and provides continuous control.

• Training — In coordination with DMV training staff, this position ensures all employees within the Section receive the training needed to perform their jobs in an efficient, effective, and competent manner.

• Setting work priorities – This position establishes, maintains, and implements rules and standards to ensure that the quality of services rendered are consistent with the goals and mission of the Division of Motor Vehicles and meets all policy and procedure requirements set forth internally and mandated by applicable statutes.

• Reviewing work — This position oversees and reviews the work of the hearing officers through reports, conferences, periodic visits to offices, and public feedback to determine the quality of services being rendered and the accuracy of decisions being made. The position is also responsible for overseeing and reviewing the work of other employees within the Section to ensure all tasks are completed in accordance with Section and Division policies and procedures as well as applicable statutes.

• Administrative Hearings — North Carolina General Statutes require the Division of Motor Vehicles to conduct hearings on a variety of subjects including, but not limited to, motor vehicle insurance lapses; driving privilege restorations after convictions for driving while impaired and driving while license revoked; driver license suspensions or revocations; medical fitness to drive; auto franchise disputes; registration denials; licensing of motor vehicles dealers and salesman; misconduct of motor vehicle dealers and salesman; licensing of safety and emissions inspection stations and mechanics; and misconduct of safety and emissions inspection stations and mechanics. Hearings may be held in person, by telephone, conducted through a mail review or via web/video conferencing.

In addition to holding hearings, the Section also performs a variety of functions that seek to preserve the integrity of the driving records for all license holders. These activities include correcting errors and merging driving records when necessary. In addition, the Administrative Office of the Courts (AOC) Clerk of Court Program interacts with the clerks of court statewide to review records and make necessary changes or corrections regarding convictions and suspensions.

Given the foregoing, this position must oversee and review workloads to recognize trends and frequently respond to input from upper management and government representatives to expand, consolidate, curtail, and/or improve services in the Hearings Section, as well as all sections of the Customer Compliance Section. This position also formulates recommendations on new or revised legislation regarding hearings and laws relating to services and privileges provided by the Division of Motor Vehicles. This position must also ensure that all employees have a thorough working knowledge of various state and federal statutes and rules. In order to do so, the position must possess the same.

• Research and interpret laws — This position must be able to review and analyze documented evidence and arguments when reviewing actions taken by other employees within the Section. This position must be able to refer to the latest North Carolina General Statutes, Administrative Code, and precedents established by cases from state and federal appellate courts to evaluate the legal positions of all parties and assess the quality of the decision rendered. This position must evaluate proposed legislation to determine its impact on the Unit, and must offer recommendations to upper management, legal counsel, legislative staff, and other government officials regarding such.

Guides, Regulations, Policies and References Used by Employee: DOT Human Resources Manual, State Personnel Manual, Office of State Budget Manual, North Carolina Supreme Court Reports, North Carolina Court of Appeals Reports, United States Supreme Court Reports, United States Court of Appeals Reports, United States District Court decisions, NC General Statutes, Chapter 20, Motor Vehicles Laws of North Carolina, Attorney General Opinions, Dealer Rules and Regulations, Policy and Procedures as set forth in the Adjudication Training Manual, Commercial Driver Training School Regulations, Non-Resident Compact and the National Driver Registry, The Federal Driver Privacy Act of 1994, Truck Driving Training School Regulations, North Carolina Forensic Tests for Alcohol, Criminal Law o Memorandum Involving Policy and Procedure, Rules of Evidence, Rules of Civil Procedure, International Registration Plan Manual, Registration & Title Manual, Criminal Procedure Act (Chapter 15A), Administrative Procedures Act, and various other references.

This position with NCDOT offers full State Benefits, competitive salaries and many career development opportunities.

Knowledge, Skills and Abilities / Competencies Management prefers applicants that demonstrate the following:

+ Knowledge of state and federal laws, especially chapter 20 (NC Motor Vehicle Laws)

+ Considerable knowledge of the principles and practices of business administration as applied to government programs

+ Demonstrated ability to initiate and implement administrative programs and procedures and evaluate their effectiveness;

+ Demonstrated ability to exercise judgment and discretion in establishing, applying and interpreting a wide range of policies and procedures

+ Demonstrated ability to create an open environment supportive of free sharing of information and ideas that is also conducive to contribution, growth, achievement, and customer-focused behavior

Additional Expectations:

This position must demonstrate strong exemplary standards of integrity, personal work ethic and continuous involvement in self-education and development; the ability to prioritize and handle multiple tasks; ability to communicate effectively.

Minimum Education and Experience Requirements:

Some state job postings say you can qualify by an "equivalent combination of education and experience." If that language appears below, then you may qualify through EITHER years of