CO DMV Deputy Program Director of Service Delivery

About the role

The DMV is seeking an innovative, strategically-minded executive to serve as the permanent DSP Deputy Director of Service Delivery. This critical role provides master strategic direction, policy formulation, and structural operational command for the state's entire public-facing motorist services footprint.

Primary Responsibilities & Scope

• Structural Strategy & Programmatic Optimization (40%): Formulate, evaluate, and permanently approve state-level programmatic policies, transaction standards, and operational frameworks across all front-line channels. Establish long-term strategic plans for wait-time lean goals, statewide throughput cadence tempos, and identity verification compliance.

• Executive Human Capital Command (30%): Direct multiple statewide organizational units through the direct supervision of senior subordinate managers (including District Managers, the Call Center Operations Manager, and the Facilities Lead). Establish cascading performance management systems, continuous professional development plans, and operational metrics for a workforce of ~365 FTE. Serve as final authority for human resource actions, including regional structural alignments and advanced personnel updates.

• Infrastructure & Asset Management (20%): Exercise executive command over the DSP Facilities Management Office (FMO) to manage the long-term lifecycle, spatial configuration, and security posture of the state's public infrastructure footprint. Analyze facility utilization metrics, security vendor allocations, and commercial lease constraints to ensure safe, optimized, and productive brick-and-mortar operations.

• Public Administration & Legislative Liaison (10%): Serve as the principal service delivery technical expert to program and division executive leadership. Act as the high-level operational liaison with state lawmakers, county authorities, federal compliance overseers, and public stakeholder groups. Formulate data-driven strategic public administration reports and present agency infrastructure plans during legislative hearings and cross-departmental initiatives.

Qualifications

• Experience Only: Ten (10) years of relevant experience in an occupation related to the work assigned to this position, two (2) of which must have included experience with public or business administration, establishing goals and objectives, as well as developing and managing a budget to achieve program goals and objectives

• A combination of related education (Business or Public Administration preferred) and/or relevant experience in an occupation related to the work assigned equal to ten (10) years, two (2) of which must have included experience with public or business administration, establishing goals and objectives, as well as developing and managing a budget to achieve program goals and objectives

Preferred Qualifications

• Proven record of executive leadership within a modern public administration or high-volume enterprise retail environment, displaying specific competencies in:

  • Previous Experience in the Motor Vehicle Space

  • Change Management Expertise

  • Demonstrated success identifying operational bottlenecks, establishing throughput cadence metrics, and applying Lean principles to public transaction windows

  • Possessing a Lean Green Belt (or higher) or a Project Management Professional (PMP) certification

  • Advanced Multi-Channel Operations Management

  • Familiarity or hands-on experience navigating and optimizing workflows within complex modern enterprise architectures or driver licensing platform environments, e.g. FAST Enterprises DS/VS, Amazon Web Services - Connect, and Customer Queuing Technologies

  • De-escalation & Culture Building Leadership

  • Formal training or credentialing in Verbal De-escalation, Stakeholder Influence, or Conflict Resolution

  • Cultivating psychologically safe, resilient, and customer-centric front-line work environments

  • Public Infrastructure Strategy

  • Experience collaborating with facilities management teams, managing complex commercial lease arrangements, or evaluating building utilization data for public-facing service centers

Conditions of Employment

• Residency: Must become a resident of the State of Colorado

• Relocation compensation may be available if an out-of-state candidate is selected

• Employees are responsible to provide and maintain a home office or other suitable remote work location as well as Internet and a secure Wi-Fi connection