Motor Vehicle Regional Branch Operations Manager

at State of Vermont in Montpelier, Vermont, United States

Job Description

The Regional Branch Operations Manager at the Department of Motor Vehicles (DMV) is a key leadership position responsible for overseeing multiple branch locations within a designated region. This role requires a proactive and adaptable leader who can balance operational efficiency with employee development and customer service.

The Manager will supervise up to five direct reports and a statewide team of nearly 100 employees, providing guidance, performance management, and professional growth opportunities. They will also oversee financial operations for regional branches, ensuring sound fiscal management.

Collaboration is central to this position. The Manager works daily with other DMV units, state agencies, vendors, and government officials, requiring strong interpersonal skills and clear communication across all levels of the organization.

Regular statewide travel is necessary to support branch operations, troubleshoot issues, and maintain consistency in service delivery. The role also requires flexibility, with occasional communication outside normal hours to resolve urgent matters.

Duties include, but are not limited to:

• Supporting daily operations for licensing, registrations, and exams.
• Developing and analyzing statistical reports to guide decision-making and address backlogs.
• Monitoring and managing the DMV scheduling system to ensure efficiency and customer satisfaction.
• Balancing workload demands while fostering a positive, high-performing work culture.

Success in this role depends on strong leadership, the ability to make quick, informed decisions, and a commitment to maintaining high standards of service in a fast-paced and evolving environment. This position is not eligible for telework.

Supervisory and administrative work involving the administration of all customer contact services performed by the Department of Motor Vehicles. Duties involve a variety of related functions including all programs and operations of the Department's branch offices, including the central office and the mail processing unit. Supervision is exercised over professional, technical and clerical employees. Work is performed under the general supervision of the Operations Director. 

Duties are performed predominately in an office setting; however, exposure to the elements for long periods of time may be required. Private means of travel is needed. Incumbents must be adaptable and able to work within tight time limits and under considerable stress. Some evening and weekend duty may be necessary. Incumbents must be able to work quickly and accurately under pressure before the public eye and from telephone inquiries. Due to significant public contact exposure to contagious illnesses is a daily risk. Incumbents must be able to deal with confused, frustrated, and highly upset customers and handle large sums of money. Within the office setting, normal workplace conditions prevail. Stress may be involved when dealing with upset or irate citizens. Travel to all Motor Vehicle branch offices is required regularly.