Tuesday, March 10, 2015

Assistant Director-DOL(Washington State)

State of Washington Dept. of Licensing invites applications for the position of:
Assistant Director - Customer Relations

SALARY: $105,000.00 - $115,000.00 Annually
OPENING DATE: 02/23/15
CLOSING DATE: Continuous

This recruitment is opened until filled, however applicant screening will begin as early as March 6, 2015. The hiring authority reserves the right and may exercise the option to hire at any time. It will be to the applicant’s advantage to submit materials as soon as possible.

With a strong commitment to great service, we advance public safety and consumer protection through licensing, regulation and education, and we collect revenue that supports our state’s transportation system.

Proudly earning Washington’s confidence every day through the highest level of service and commitment to public safety.

The Assistant Director of Customer Relations (ADCR) provides leadership and strategic direction to a diverse group of service providers, actively working to position the agency for success and is responsible for ensuring the Department of Licensing delivers its customer promise: “We will be friendly and helpful – every time”. As a member of the Executive Leadership Team, the ADCR has agency-wide responsibility for administration and regulation of the following programs:
- Customer Service Center – The primary point of contact for Washington State customer inquiries. Answers over 32,500 incoming calls and responds to over 4,000 email inquiries each month resolving customer issues regarding driver and vehicle licensing.
- Driver Examining – Provides services to 4.3 million drivers in 56 locations throughout WA including: Conducting driver written and skills testing, issuance and renewal of WA State driver licenses, and renewal of WA State identification cards (ID); issuance and administration of federally recognized driver licenses and ID cards (Enhanced Driver License Program) for use in crossing the border by land or sea from the US into Canada, Mexico, Bermuda, and the Caribbean; establishing and determining identity and eligibility of all applicants; administration of the Motor Voter, Organ Donor, UW Twin Registry and Selective Service System programs; administration of the Motorcycle Endorsement Program; administration of the Commercial Driver’s License (CDL) Program.
- Self Service Channel Unit – Responsible for the online services that provide driver and vehicle customers the option to skip a trip to a physical office, making transactions more convenient for customers by diverting demand from License Service Offices saving time, money, and resources for our customers.
- Vehicle & Vessel Operations – Manages contracts for approximately 180 vehicle licensing offices with over 1,200 Vehicle Field System Operators statewide, collecting over $1 billion in revenue each biennium. Oversees and coordinates the subagent appointment process, office relocations, equipment changes, additional/removal of workstations, insurance and bonding requirement, contract, audit, transaction accuracy compliance, and annual allowable cost reimbursements.
As with all Executive Leaders in the agency, the ADCR is relied upon to develop productive partnerships with internal and external stakeholders to facilitate our ability to achieve
organizational objectives and deliver our agency mission.

Please ensure that your letter and résumé demonstrate the following qualifications.
· Significant senior-level management experience in administrative operations including knowledge of budget development, strategic planning, process improvement, and internal support functions.
· Significant senior-level management experience in a customer service environment.
· Substantive human resource management experience, including coaching and mentoring staff, developing clear direction and work expectations, and monitoring and/or correcting employee performance.
· Hands-on experience developing and pursing strategic plans for a large organization.
· Exceptional interpersonal, written, and oral communication skills that demonstrate the ability to engage groups of employees and stakeholders from differing in backgrounds, professions and levels of position.
· Collaborative problem solving skills that highlight the ability to work with a variety of subject matter experts and stakeholders in resolving operational and customer issues.
· Action-oriented work style focused on results, excellent judgment, and the ability to integrate decisions and actions with the “big picture.”
· Familiarity and understanding of the legislative process.

To be considered for this vacancy, please ensure that you submit the following through this system.
1 A letter of interest clearly describing how you meet the QUALIFICATIONS listed.
2 Your chronological résumé depicting work experience and/or education that support your letter of interest.
3 A list of at least 3 professional references including names, professional titles, and current phone numbers.

NOTE: To take advantage of veteran’s preference, applicants must also do the following:
· Email DD214 (Member 4 copy), NGB 22 or signed verification of service letter from
· Use a subject line of “ADCR– Vet’s Preference”.
· Include your name in the message as it appears on the application you submitted through the careers.wa.gov system.
· Send to HrRecruit@dol.wa.gov

Preference will not be granted until service documents are verified. Documents must be received by the closing date of the announcement.

This position is exempt from civil service laws and serves at the pleasure of the Director. As an Executive Management Service Band 4, annual compensation up to $115,000 and may be negotiable depending upon qualifications.

The act of submitting application materials is considered affirmation that the information provided is complete and truthful. Prior to any new appointment into DOL, a background check will be conducted.

The Washington State Department of Licensing celebrates a diverse workforce. It is our policy to provide equal opportunity in all terms and conditions of employment. We encourage all qualified persons, including members of protected groups under applicable state and federal law, to apply for our open positions.

Persons with disabilities who need assistance in the application process or those needing this announcement in an alternate format may call (360) 902-4063 or TTY (360) 664-0116.