Title: DMV Contact Center Director
State Role Title: Gen Admin Manager II
Hiring Range: $122,000.00 - $140,300.00
Pay Band: 6
Agency: Department of Motor Vehicles
Location: Richmond/Remote
Agency Website: dmv.virginia.gov
Recruitment Type: Agency Employee Only - A
The Virginia Department of Motor Vehicles (DMV) is seeking an experienced and strategic leader to serve as Director of Contact Center Operations This agency-only opportunity provides strategic direction and operational leadership for DMV's Contact Center and ensures efficient, responsive, customer-focused service delivery.
The Director oversees Contact Center operations, technology, workforce management, performance, and employee development while working closely with DMV Executive Management, Information Technology, Human Resources, agency business areas, and external vendors. This position plays a key role in translating operational data, legislative and policy requirements, technology capabilities, and organizational priorities into strategies that improve service delivery and support DMV's mission.
Work Arrangement: This position is eligible for a hybrid work schedule, with most work performed remotely and an anticipated on-site presence of approximately 1–2 days per week Additional on-site presence may be required based on operational needs, meetings, projects, or other business requirements. Hybrid work arrangements are subject to agency policy and management approval.
The Director of Contact Center Operations provides strategic and operational leadership for DMV's Contact Center, ensuring effective, efficient, and customer-focused service delivery. Key responsibilities include:
Minimum Qualifications
Additional Considerations
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.
Pursuant to Sections 2.2-3115 and 2.22-3115 of the Code of Virginia, this position is designated to file a Statement of Economic Interests Form on or before the date the office or position is assumed and annually thereafter.
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.
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 the application and/or interview process under 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: (804) 367-0528
Email: employment@dmv.virginia.gov
To support the Commonwealth’s commitment to inclusion, we encourage individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants must provide their AHP Letter (formerly COD) from 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. Request an AHP Letter 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.
The Commonwealth of Virginia is located in the South Atlantic region of the United States. It was the 10th state to be admitted to the Union on June 25, 1788. Home to approximately 8 million residents, Virginia is the 12th most populous state in the United States. The capital is Richmond, and its most populous city is Virginia Beach.
The narrative history of the Commonwealth of Virginia often begins with the founding of Jamestown in 1607, near what is now modern day Williamsburg, Virginia. Jamestown became the first permanent English settlement in the New World, and the Virginia General Assembly, established on July 30, 1619, is now recognized as the oldest legislative body in the western hemisphere. When Virginia became a royal colony in 1624, the robust tobacco trade that had been developing in Virginia helped establish the American colonies as a powerful economic force. During the American Revolution, Virginia witnessed the final surrender of British forces at Yorktown and later became known as the birthplace of many revolution-era figures and future American presidents, including George Washington and Thomas Jefferson. To date, 8 United States presidents have been born in Virginia, more than in any other state.
The modern government of Virginia is nearly identical in structure to the federal government, and is divided into 3 branches, these being the executive, legislative, and judiciary branches. The Virginia General Assembly is comprised of the 100-member House of Delegates and the 40-member Senate. A governor and lieutenant governor are elected every 4 years. Governors cannot be elected to or serve consecutive terms. Virginia’s judicial system consists of the Supreme Court of Virginia and the Court of Appeals of Virginia, the Circuit Courts, and the lower General District Courts and the Juvenile and Domestic Relations District Courts. Virginia has 13 electoral votes in presidential elections, and possesses 11 seats in the U.S. House of Representatives.
