Application & Issuance Unit Manager (LSM)

Full Job Description

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

Respect | Trust | Diversity | Inclusion | Equity

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.

Requirements

As the Application & Issuance Unit Manager, you will lead and support unit performance by cultivating a culture of belonging, accountability, and professional growth through coaching and mentorship.

You will set clear, consistent expectations while ensuring staff have the tools and guidance needed to succeed.

By analyzing performance trends and operational data, you will identify opportunities for continuous improvement and recommend process enhancements.

Working closely with internal and external business partners, you will help coordinate and implement legislative and policy changes.

You will also manage complex and escalated issues, promoting consistency, data integrity, and public confidence in our records.

• Manage the activities of the Application and Issuance Unit to include the successful implementation of policies and procedures.
• Evaluate and monitor proposed legislation for impact on the Unit.
• Assist in the development of unit strategic plan, taking into consideration agency mission, vision, goals and directives.
• Analyze complex reports for use by internal and external stakeholders.
• Understand, interpret and respond to questions in regard to Driver and Vehicle Record (DVR) licensing laws, policies and procedures from internal and external stakeholders.
• Conduct research and analysis making recommendations regarding complex issues that impact DOL, outside agencies, organizations and the public.

Qualifications

What you will bring:

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

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

• Three (3) years of progressively responsible experience providing or supervising customer service in a regulatory or service-oriented environment, including direct interaction with customers, resolving inquiries or complaints, interpreting and applying laws, rules, or policies, providing technical assistance to frontline staff, and supporting consistent, accurate, and professional service delivery.
• Two (2) years of experience analyzing and making recommendations on policies, procedures, laws, rules or other written documentation related to business operations.
• One (1) year of experience using standard office and data processing software, such as Microsoft Word, Excel, Outlook, PowerPoint, etc. to support analysis, reporting, communications, and program operations.
• 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.

• Experience managing and navigating work teams through organizational change.
• A bachelor’s degree in business, public administration, or a closely allied field.
• The ability to read an individual’s drive and/or vehicle record and take appropriate action based on licensing laws, rules, policies, procedures or applications while interpreting and explaining state and Federal laws, rules, and regulations.

• Prior to new hire, a pre-employment 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.

Additional Information

• Select the apply button at the top of this job announcement.

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.

Veteran/Military Spouse Preference Notice

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.