Licensing Services Manager; LSM

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

Respect | Trust | Diversity | Inclusion | Equity

A t the Department of Licensing (DOL), we recognize the importance of work life harmony and work hard 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.

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.

If you enjoy leadership, creating change, collaboration, and have complementary skills that will take our business to the next level, we invite you to apply!

As the Licensing Services Manager, you will assist in leading the daily operations of our Customer Contact Center. With your leadership expertise, you will lead a team of Licensing Supervisors, fostering teamwork and collaboration in an environment that encourages continuous coaching and mentoring. You will assist in personnel matters, developing standards for the unit, and identify process improvements by reviewing customer feedback and call data.

Under your guidance, the team will have the support they need as they help our communities live, work, drive, and thrive.

• Serve as a logistics specialist and lead efforts to procure answers for driver and vehicle customer issues retrieved through phone calls, virtual services, and applications.
• Identify problem records and transactions completed by phone and online applications.
• Develop, plan, organize and manage work assignments, evaluate performance, provide leadership and direction.
• Perform quality assurance reviews of work performed by LSR3's.
• Promote and maintain responsive and high-caliber services within the unit, ensure appropriate and optimum use of the organization's resources.

• Eight (8) years of management, administrative, or technical experience in a licensing or regulatory program.
• Experience must include:
  • Three (3) years of management and/or supervisory experience, including responsibility for interviewing, hiring, delegating and directing work; coaching, developing, and mentoring employees; conducting performance evaluations, setting expectations, and holding employees accountable.
  • Two (2) years of analyzing data to identify issues and implement solutions to support customers. Analyze management problems and participate in decision making processes; use analytical and abstract reasoning and sound decision-making abilities to troubleshoot problems within a business process or technology applications and recommend solutions.
  • Two (2) years of experience leading project, including planning, managing timelines and deliverables, communicating statuses and information to stakeholders.
  • Two (2) years of technical knowledge and skill in using Microsoft Office programs such as Outlook, Word and Excel to monitor and organize emails and create/update spreadsheets.
  • Two (2) years of experience in working with different software applications with the ability to read and interpret technical manuals, identify and resolve technical issues, and adapt to new technologies.
  • 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.

Up to four (4) years of relevant education may substitute year for year for experience.

• Experience interpreting complex rules, laws and policies or procedures and applying to business practices.
• Experience leading and managing a team of supervisors or higher-level employees.
• The ability to employ expertise, credibility and effective partnering with business partners to determine and define problem areas and recommend solutions to complex or sensitive issues, problems and service needs.
• Experience working in a customer service call center.

• Prior to new hire, a preemployment 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…