VP, Motor Vehicle Administration (MVA) Operat in Arlington, Virginia at American Association of Motor Vehicles

Position Summary:

Establishes and guides the overall strategy and operation of the Motor Vehicle Administration (MVA) Operations and Customer Experience division. Lead, manage, guide, direct and/or engage, as appropriate, internal resources and/or external stakeholders in MVA Customer Experience, including project management and analysis, development, coordination, monitoring and disseminating of information in the areas including but not limited to customer service, back-office efficiency, and Department of Motor Vehicle (DMV) technology.

Essential Duties and Responsibilities:

Collaborate with the CEO, VP HR, and other stakeholders to build, design, and implement the new MVA Customer Experience division operating model, including interfaces with IT, Business Development, Member Support, other domain and support areas.

Interact directly with principal and associate members as well as other stakeholders including federal government, international government representatives, and private industry.

Lead the response to issues, questions, or concerns raised by the AAMVA membership and other stakeholders, ensuring they are provided with information on newly developing issues.

Define the division’s goals and establish priorities; develop guidelines and procedures; ensure division responsibilities are carried out; monitor workflow and ensure that deadlines and objectives are met.

Oversee the support and management of the MVA Customer Experience Committee and all its subcommittees/working groups.

Integrate MVA customer experience programs, services, and technology products.

Work with other division leaders to develop cross-functional policies and procedures while supplying expertise and guidance on MVA Customer Experience.

Oversee the setting of the MVA Customer Experience division’s annual goals and objectives, managing performance and annual development plans for senior leaders.

Lead and mentor direct reports providing guidance, training, and support.

Participate in Executive Leadership Team meetings to drive the organization’s vision.

Drive collaboration with other divisions to ensure alignment and seamless execution of strategies.

Establish and monitor division budget.

Direct Reports:

To Be Determined

Knowledge, Skills and Abilities Required:

Executive level experience managing and directing customer delivery operations at a motor vehicle agency.

Proven ability to lead and inspire a team, fostering a collaborative and results-driven environment.

Aptitude to understand AAMVA’s goals and develop comprehensive strategies to ensure progress and long-term growth.

Demonstrated leadership presence that reflects a practice of inspiring, motivating and guiding team members.

Subject matter expertise in areas relevant to motor vehicle administration.

Well organized, articulate, technologically savvy, proven leader with track record of successfully facilitating and leading cross-disciplinary initiatives.

Ability to contribute to executive level strategy discussions to develop the long-term vision for supporting members with MVA customer experience challenges.

Ability to build productive relationships with key internal and external stakeholders.

Supervisory and contract management experience.

Strong writing and public speaking skills.

Experience in project development working with self-directed work group.

Frequent travel required.

Formal Education:

Bachelor’s degree plus 10 years’ direct subject matter and leadership experience.

Products and Services

Customer Service

Back Office Efficiency

DMV Technology

Disclaimer Statement: The preceding job description has been written to reflect management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

AAMVA is an Equal Opportunity Employer/Veterans/Disabled