Job Description

Posting number: 2026-07849

Department: Dept. of Licensing

Division: Customer Relations – Training & Policy

Job classification: LICENSING SERVICES MANAGER

Posting type: Open & Promotional

Categories: Court Administration, Legal, Planning and Development, Management, Miscellaneous, Hearing Examiner, Customer Service, Organizational Development, Training, Research, Business, Office and Administrative Support

Summary

We are dedicated to growing a culture of belonging through our values:

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity.

Only current DOL employees are eligible for this position.

This position is eligible for the 10% EDL assignment pay.

At the Department of Licensing (DOL),we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

Our Customer Relations Division is looking for an ambitious leader to join their Driver Licensing Policy & Business Support team!

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.

Do you have a growth mindset with a passion for policy interpretation and implementation? If so, we invite you to apply!

Examples of duties

As the Driver Licensing Policy & Business Support Manager, you will provide statewide leadership and direction for consistent policy interpretation, implementation, operational guidance, and program coordination. You will lead and develop a team of subject-matter experts who provide guidance and support to driver licensing offices throughout Washington. In this role, you will use your technical expertise to interpret and apply driver licensing policy, identify opportunities for policy and process improvement, and develop clear, consistent guidance and resources, including the Driver Licensing e-Guide. You will provide oversight of Enhanced Driver License and Enhanced ID card programs and support the development and implementation of new and existing programs. Through your leadership and the work of your team, you will promote consistent application of driver licensing policies and procedures and help ensure Washington residents receive reliable, equitable, and consistent driver licensing services statewide.

Some of what you will do:

• Direct and oversee policy interpretation, procedural guidance, implementation planning, and program support activities affecting statewide driver licensing services.
• Coordinate work with other divisions, governmental agencies, and stakeholders and represent Driver Licensing on cross-functional teams, committees, and workgroups.
• Develop recommendations and business justifications for program improvements, business process changes, technology enhancements, staffing, resource allocation, and operational efficiencies to improve statewide service delivery.
• Collaborate with Training leadership to ensure policy, business process, and program changes are effectively implemented through coordinated communications, training, and field support.
• Travel statewide to build collaborative relationships with Driver Licensing offices, provide leadership and consultation to field staff and leadership, support implementation of statewide initiatives, supervise field-based employees, and ensure DLO Support services remain responsive to operational needs.

Qualifications

What you will bring:

Eight (8) years of management, administrative, or technical experience in a licensing or regulatory program.

Up to four (4) years of relevant education in business administration, public administration, accounting, or a related field may substitute year for year for experience.

Experience must include:

• One (1) year of supervisory experience.
• Three (3) years of experience interpreting and applying complex laws, administrative rules, regulations, and agency policies to support program implementation, business processes, or operational decision-making
• Three (3) years of experience developing, implementing, or evaluating policies, procedures, business processes, or program initiatives
• Three (3) years of experience providing technical leadership, project leadership, lead work, or supervisory oversight involving policy implementation, business process improvement, or organizational change.
• Three (3) years of experience preparing professional correspondence, reports, policy documents, or executive-level recommendations.
• Two (2) years of experience researching, analyzing, and resolving complex customer issues or complaints requiring interpretation of laws, regulations, policies, or business requirements.
• Valid Washington State driver’s license with no restrictions other than corrective lenses and five (5) years of licensed driving experience.
• The ability to:
• Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Promote and support respectful, equitable, and inclusive delivery of services to customers.
• Take action to learn and grow.
• Take action to meet the needs of others.

What may set you apart:

• Experience serving as a recognized subject-matter expert across multiple complex Washington State driver licensing or identification programs, with knowledge of program operations, statutory and regulatory requirements, and the relationship between policy, business processes, and supporting technology such as DRIVES, including providing technical guidance and developing recommendations to resolve complex or escalated issues.
• Three (3) years of experience translating complex laws, regulations, or policy requirements into operational guidance, e-Guides, job aids, decision tools, workflows, or other materials used to support consistent program implementation.
• Three (3) years of experience leading or coordinating implementation of legislation, policy changes, business process improvements, or statewide operational initiatives involving multiple business units, stakeholders, or systems.
• Two (2) years of experience developing business requirements, participating in system testing, validating system changes, or supporting implementation of DRIVES enhancements.
• Three (3) years of experience representing the Driver Licensing Program before executive leadership, cross-functional teams, interagency workgroups, or external stakeholders.
• Three (3) years of management experience supervising professional staff or technical specialists, including direct supervision of first-line supervisors.

Additional Requirements of Employment:

• This position will require three (3) days in office at our Highways and Licensing Building in Olympia, WA.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• Must prove US citizenship and pass federal suitability to include a malfeasance check on employee for the past 5 years.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations.

For information about this position, available accommodation, or the interview process, contact Nicole Walters.

For information about this position, available accommodations, or the interview process, contact

Supplemental information

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

How to Apply:

• Select the apply button at the top of this job announcement.
• Attach a current cover letter.
• Incomplete applications may disqualify you from eligibility for the position. You must ensure all application areas, including supplemental questions and attachments, are completed in full.

Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

We value diverse perspectives and life experiences.

We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice

To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, religion, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visitwww.uscis.gov.