Program Manager Senior II

State of Maryland • Baltimore City, MD

5d • Hybrid

About The Position

The Deputy Chief of Customer Services is second in command of the Customer Services domain in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The Deputy supports the Chief of Customer Services in managing, administering, planning, and operating the domain, including its organizational design and performance. Customer Services supports FAMLI’s mission to help working Marylanders afford time off for medical and family reasons. The role calls for a strong leader who holds teams accountable, drives results, ensures teams perform to their capabilities, and acts quickly to address deficiencies.

The position oversees the Claims & Benefits, Customer Care, Employer Services, and Insurance Plan Compliance directorates. It provides leadership to directors and managers and supports the domain’s customer-facing operations, staffing, policies, goals, standards, and controls. The role also represents the Chief with senior managers and executives of other agencies when needed.

The position requires a bachelor’s degree and seven to ten years of progressively responsible experience working and managing in complex organizations in the public, private, or nonprofit sectors. This experience must include leading dynamic, high-performance teams; developing and executing strategies to improve organizational effectiveness and efficiency; and managing relationships with demanding stakeholders in complex, high-stakes environments. A relevant master’s degree and experience in large-scale claims, disbursements, benefits administration, operational budgets, fund accounts, benefit pools, customer experience improvement, or stakeholder-facing staff culture are preferred.

This is a full-time, permanent position based in Baltimore, Maryland, with hybrid teleworking available. It is eligible for full State benefits. Candidates are subject to a background check for debts owed to the Division of Unemployment Insurance related to unemployment insurance overpayment or fraud.

Requirements

• Bachelor’s degree from an accredited college or university.
• Seven to ten years of progressively responsible experience working and managing in complex public, private, or nonprofit organizations.
• Experience leading dynamic, high-performance teams.
• Experience developing and executing short- and long-range strategies to improve organizational effectiveness and efficiency.
• Experience successfully managing relationships with demanding stakeholders in complex, high-stakes environments.
• Subject to a background check against Division of Unemployment Insurance files concerning money owed because of unemployment insurance overpayment or fraud.

Nice To Haves

• Master’s degree in Public Administration, Business Administration, Public Policy, or another relevant field.
• Progressive management experience in large-scale claims, disbursements, or benefits administration.
• Demonstrated experience managing operational budgets, fund accounts, or benefit pools.
• Track record of delivering outstanding customer experience through data-driven, user-centered improvements to organizational processes and training.
• Experience building an organizational culture of empathy, empowerment, and relentlessly high-performance standards among stakeholder-facing staff.
• Resume and cover letter are strongly encouraged.

Responsibilities

• Oversee the Claims & Benefits, Customer Care, Employer Services, and Insurance Plan Compliance directorates within the Customer Services domain.
• Plan, coordinate, supervise, and evaluate the work of Customer Services directors and managers.
• Coach, mentor, and provide leadership to directors and managers across Customer Services.
• Oversee recruitment, hiring, onboarding, performance evaluations, and personnel management for Customer Services staff.
• Collaborate with the Chief in determining the Customer Services domain’s organizational structure and staffing needs.
• Direct and support directorate leaders in creating policies and procedures; oversee implementation, evaluate effectiveness, and approve major revisions.
• Collaborate with the Chief to establish overall goals, standards, and controls for Customer Services and oversee their achievement.
• Support directorate leaders in establishing goals, standards, and controls for their objectives and oversee their achievement.
• Collaborate with the Chief in planning, directing, and administering daily Customer Services operations, including personnel and financial resources.
• Represent the Chief of Customer Services as needed with senior managers and executives of other agencies concerning directorate activities.

Benefits

• Flexible hours and hybrid teleworking.
• 12–13 paid holidays per year.
• Generous paid leave package, including annual, sick, personal, and compensatory leave.
• State pension defined-benefit plan.
• Tax-deferred supplemental retirement savings plans, including 401(k) and 457.
• Comprehensive, subsidized health, dental, and prescription plans, with little to no deductibles, free generic prescriptions, and free preventative health services.
• Flexible Spending Account plans for health care and daycare.
• State Employees Credit Union.

What This Job Offers

• Job Type: Full-time
• Career Level: Director