Driver Licensing Program Licensing Services Manager (LSM)

Driver Licensing Program Licensing Services Manager (LSM)

Salary

$62,880.00 - $82,440.00 Annually

Location

Thurston County - Olympia, WA

Job Type

Agency Internal - Permanent

Remote Employment

Flexible/Hybrid

Job Number

2026-07849

Department

Dept. of Licensing

Division

Customer Relations - Training & Policy

Opening Date

10/05/2026

Closing Date

10/18/2026 1:37 PM Pacific

• Description
• Benefits
• Questions

Description

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

Respect | Trust | Diversity | Inclusion | Equity.

Only current DOL employees are eligible for this position.

This position is eligible for the 10% EDL assignment pay.

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.

Our Customer Relations Division is looking for an ambitious leader to join their Driver Licensing Policy & Business Support 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. 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.

Do you have a growth mindset with a passion for policy interpretation and implementation? If so, we invite you to apply!

Duties

As the Driver Licensing Policy & Business Support Manager, you will provide statewide leadership and direction for consistent policy interpretation, implementation, operational guidance, and program coordination. You will lead and develop a team of subject-matter experts who provide guidance and support to driver licensing offices throughout Washington. In this role, you will use your technical expertise to interpret and apply driver licensing policy, identify opportunities for policy and process improvement, and develop clear, consistent guidance and resources, including the Driver Licensing e-Guide. You will provide oversight of Enhanced Driver License and Enhanced ID card programs and support the development and implementation of new and existing programs. Through your leadership and the work of your team, you will promote consistent application of driver licensing policies and procedures and help ensure Washington residents receive reliable, equitable, and consistent driver licensing services statewide.

Some of what you will do:

• Direct and oversee policy interpretation, procedural guidance, implementation planning, and program support activities affecting statewide driver licensing services.

• Coordinate work with other divisions, governmental agencies, and stakeholders and represent Driver Licensing on cross-functional teams, committees, and workgroups.

• Develop recommendations and business justifications for program improvements, business process changes, technology enhancements, staffing, resource allocation, and operational efficiencies to improve statewide service delivery.

• Collaborate with Training leadership to ensure policy, business process, and program changes are effectively implemented through coordinated communications, training, and field support.

• Travel statewide to build collaborative relationships with Driver Licensing offices, provide leadership and consultation to field staff and leadership, support implementation of statewide initiatives, supervise field-based employees, and ensure DLO Support services remain responsive to operational needs.

Qualifications

What you will bring:

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

Up to four (4) years of relevant education in business administration, public administration, accounting, or a related field may substitute year for year for experience.

Experience must include:

• One (1) year of supervisory experience.
• Three (3) years of experience interpreting and applying complex laws, administrative rules, regulations, and agency policies to support program implementation, business processes, or operational decision-making
• Three (3) years of experience developing, implementing, or evaluating policies, procedures, business processes, or program initiatives
• Three (3) years of experience providing technical leadership, project leadership, lead work, or supervisory oversight involving policy implementation, business process improvement, or organizational change.
• Three (3) years of experience preparing professional correspondence, reports, policy documents, or executive-level recommendations.
• Two (2) years of experience researching, analyzing, and resolving complex customer issues or complaints requiring interpretation of laws, regulations, policies, or business requirements.
• Valid Washington State driver's license with no restrictions other than corrective lenses and five (5) years of licensed driving experience.
• 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.

What may set you apart:

• Experience serving as a recognized subject-matter expert across multiple complex Washington State driver licensing or identification programs, with knowledge of program operations, statutory and regulatory requirements, and the relationship between policy, business processes, and supporting technology such as DRIVES, including providing technical guidance and developing recommendations to resolve complex or escalated issues.
• Three (3) years of experience translating complex laws, regulations, or policy requirements into operational guidance, e-Guides, job aids, decision tools, workflows, or other materials used to support consistent program implementation.
• Three (3) years of experience leading or coordinating implementation of legislation, policy changes, business process improvements, or statewide operational initiatives involving multiple business units, stakeholders, or systems.
• Two (2) years of experience developing business requirements, participating in system testing, validating system changes, or supporting implementation of DRIVES enhancements.
• Three (3) years of experience representing the Driver Licensing Program before executive leadership, cross-functional teams, interagency workgroups, or external stakeholders.
• Three (3) years of management experience supervising professional staff or technical specialists, including direct supervision of first-line supervisors.

Additional Requirements of Employment:

• This position will require three (3) days in office at our Highways and Licensing Building in Olympia, WA.
• Prior to a new hire, a background 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.
• Must prove US citizenship and pass federal suitability to include a malfeasance check on employee for the past 5 years.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations.

For information about this position, available accommodation, or the interview process, contact Nicole Walters.

Supplemental Information

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

How to Apply:

• Select the apply button at the top of this job announcement.
• Attach a current cover letter.
• Incomplete applications may disqualify you from eligibility for the position. You must ensure all application areas, including supplemental questions and attachments, are completed in full.

Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

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

To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.

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.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visitwww.uscis.gov.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

I understand that to be considered for this position I must not require sponsorship by Department of Licensing for a visa now or in the future.

• Yes
• No

02

This position is only available to current DOL employees. Are you a current DOL employee?

• Yes
• No

03

In this role, you will have the privilege to serve a diverse group of teammates, customers, and partners. How would you use your understanding of cultural differences to create an inclusive environment where everyone feels valued and has the opportunity to succeed?

04

Which of the following best describes your highest level of education?

• 1 year of college (30 semester or 45 quarter credits)
• Associate degree OR 2 years of college (60 semester or 90 quarter credits)
• 3 years of college (90 semester/135 quarter credits)
• Bachelors Degree
• Masters degree or higher
• None of these apply

05

How many years of management, administrative, or technical experience in a licensing or regulatory program do you have?

• I have less than 4 years of this type of experience.
• I have 4 or more years of this type of experience.
• I have 5 or more years of this type of experience.
• I have 6 or more years of this type of experience.
• I have 7 or more years of this type of experience.
• I have 8 or more years of this type of experience.
• I do not have this type of experience.

06

Do you have one (1) year of supervisory experience?

• Yes
• No

07

Describe your experience leading a team or work group. Provide an example of how you established clear expectations, monitored performance, and held employees accountable for meeting those expectations. If you do not have this experience, type N/A.

08

Do you have two (2) years of experience researching, analyzing, and resolving complex customer issues or complaints requiring interpretation of laws, regulations, policies, or business requirements?

• Yes
• No

09

Please select all that apply. I have three (3) years of experience in the following:

• Interpreting and applying complex laws, administrative rules, regulations, and agency policies to support program implementation, business processes, or operational decision-making.
• Developing, implementing, or evaluating policies, procedures, business processes, or program initiatives
• Providing technical leadership, project leadership, lead work, or supervisory oversight involving policy implementation, business process improvement, or organizational change.
• Preparing professional correspondence, reports, policy documents, or executive-level recommendations.
• None of these apply.

10

Do you have a valid Washington State driver's license with no restrictions other than corrective lenses and five (5) years of licensed driving experience?

• Yes
• No

11

Please select all that apply. I have the following:

• Experience serving as a recognized subject-matter expert across multiple complex Washington State driver licensing or identification programs, with knowledge of program operations, statutory and regulatory requirements, and the relationship between policy, business processes, and supporting technology such as DRIVES, including providing technical guidance and developing recommendations to resolve complex or escalated issues.
• Three (3) years of experience translating complex laws, regulations, or policy requirements into operational guidance, e-Guides, job aids, decision tools, workflows, or other materials used to support consistent program implementation.
• Three (3) years of experience leading or coordinating implementation of legislation, policy changes, business process improvements, or statewide operational initiatives involving multiple business units, stakeholders, or systems.
• Two (2) years of experience developing business requirements, participating in system testing, validating system changes, or supporting implementation of DRIVES enhancements.
• Three (3) years of experience representing the Driver Licensing Program before executive leadership, cross-functional teams, interagency workgroups, or external stakeholders.
• Three (3) years of management experience supervising professional staff or technical specialists, including direct supervision of first-line supervisors.
• None of the above.

12

Where did you learn of this vacancy?

• Word of mouth
• Facebook
• Twitter
• LinkedIn
• DOL jobs pages
• careers.wa.gov
• VERG event
• Thurston County Bar Association
• Pierce County Bar Association
• Spokane Bar Association
• Clark County Bar Association
• Washington State Bar Association
• American Association of Motor Vehicle Administrators (AAMVA)
• Other

13

If you answered "other" to the preceding question, please indicate where you learned of the vacancy in the space below.

14

I understand to be considered for this position I must answer all supplemental questions fully and attach my cover letter.

• Yes
• No

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov