What are the responsibilities and job description for the Regional Manager ~ Westminster position at Dealer Services Network?
We are a leading provider of private tag and title services for both individual walk-in customers and business clients, including auto dealers. With multiple retail locations in different states and a growing B2B operation, we manage high volumes of fee-based transactions involving government pass-throughs, dealer-specific pricing. We are building out a robust and scalable finance and accounting function to support our next stage of growth.
Job Summary:
The Regional Director – Maryland/Pennsylvania is responsible for overseeing operations across multiple DSN agencies within an assigned geographic area of the states. This role ensures that Maryland and Pennsylvania Highway Safety and Motor Vehicles laws, regulations, and policies are consistently implemented with the highest standard of compliance and customer service. The Regional Director is a field-based leader, conducting on-site visits at least five days per week, auditing operations, supporting managers, and driving excellence across title & registration, and related offerings
Duties/Responsibilities:
- Provide hands-on leadership to agency managers, ensuring adherence to DSN standards and state/federal regulations.
- Maintain operational discipline, organizational efficiency, and compliance across all assigned agencies.
Training & Development
- Coach and mentor agency managers to build leadership capacity.
- Deliver ongoing training to ensure operational excellence, consistency, and superior customer experience.
Human Capital Management
- Oversee recruitment, development, and discipline of agency staff within the assigned area.
- Conduct regular performance evaluations of managers and staff, fostering a positive and accountable culture.
Customer Service Excellence
- Resolve escalated customer concerns from both retail walk-ins and dealership partners promptly and effectively.
- Monitor and respond to Google reviews and other customer service feedback channels.
- Implement initiatives to continuously improve customer satisfaction and loyalty.
Audit & Compliance
- Conduct daily on-site audits (using DSN’s standardized audit sheet) to ensure facilities are clean, compliant, and efficient.
- Partner with agency managers to prepare for and respond to county and state audits within required timelines.
- Ensure uniform compliance with DMV regulations and timely implementation of new state or county policies.
Policy Communication & Implementation
- Interpret new state and county laws, regulations, and procedural changes, and communicate them clearly to all agency managers.
- Provide guidance to ensure rapid, consistent adoption across all locations.
- Other duties assigned
Required Skills/Abilities:
- Operational excellence and process optimization
- Talent acquisition and management
- Problem-solving and critical thinking
- Data-driven and metrics-oriented approach
- Customer experience and customer service optimization
- Cross-functional leadership and communication
- Change management and leadership
- Regulatory and compliance mastery
- Team orientation, collaboration, humility, optimism, outgoing
- Professionalism, integrity, discretion
- Required to travel
Education and Experience:
- Bachelor’s degree in business administration, Management, Public Administration, or related field preferred or equivalent work experience
- 5 years of leadership experience in multi-site operations; DMV, automotive services, or compliance-heavy industries strongly preferred
- Strong knowledge of Maryland and Pennsylvania DMV policies and procedures.
- Demonstrated success in training, coaching, and developing management teams.
- Proven track record of improving customer satisfaction and operational performance.
- Excellent communication, problem-solving, and conflict resolution skills.
- High integrity, strong work ethic, and ability to thrive in a fast-paced, PE-backed growth environment.
- Must be able to travel throughout the assigned region (20% travel).
Performance Expectations
- Agencies within the region consistently pass state and county audits.
- Customer satisfaction scores (reviews, surveys) show measurable improvement.
- Agency managers demonstrate measurable growth in leadership and operational effectiveness.
- Personnel issues are addressed promptly with clear accountability.
- Policies and procedural changes are effectively implemented with minimal disruption.
Physical Requirements:
- Work in office at Westminster office
- Ability to travel to execute responsibilities
- Prolonged periods sitting at a desk and working on a computer
Must be able to lift 15 pounds at a time
- Medical
- Dental
- Vision
- 401k - with a Match
- Life insurance – paid for by the company
- Short Term Disability
- Long Term Disability
- Paid Holidays
- Paid Vacations / Time Off
- This is a Full-Time position.
Travel from (Home Base Area) to include in Westminster, MD., to Boothwyn, PA.
Maryland Home Base location: 1010 Baltimore Blvd, Westminster MD 21157 also local travel to: Sykesville, Taneytown, Owings Mills, Eldersburg.