Application & Issuance Unit 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 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 Application & Issuance Unit within our Programs & Services Division is seeking to add a proactive and driven Unit Manager to lead the 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. The Application and Issuance Unit is responsible for the administration of specialty license plates, as well as the management of disabled parking placards and permits, driver license extensions, restricted driver licenses, ignition interlock device exemptions, and indigency determinations.

The unit also processes all vehicle title applications and registration renewals mailed to headquarters and administers the Abandoned RV Reimbursement Program. This team handles many additional areas for DOL that ensure Washington Residents are being served accurately and efficiently. 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.

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.

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,…