Deputy Director, Department of Consumer Protection and Business Licensing - Operations Manager I

Baltimore City•Cocoa, FL

5d•$99,053 - $163,237•Onsite

About The Position

The Deputy Director of Consumer Protection and Business Licensing for the City of Baltimore is a visible and key member of the Leadership Team. The Deputy Director provides oversight and implementation of all strategies, systems, and policies for the department. This role provides support to the Director of Consumer Protection and Business Licensing. This position will directly supervise professional and technical support workers. Employees in this class work a conventional work week, subject to evening or weekend hours as required. Work is performed in an office where there are few uncomfortable or hazardous working conditions. Work requires minimal physical exertion.

Requirements

A Master’s degree from an accredited college or university in Public Administration, Business Administration, Law, Consumer Affairs, Public Policy, Regulatory Affairs, Information Systems, or a related field, and six (5) years of progressively responsible management experience in regulatory operations, consumer protection, licensing administration, enforcement, and customer service or related fields.
A Juris Doctor (J.D.) degree, strong legal or regulatory compliance background, or experience supporting administrative enforcement and regulatory review processes is highly desirable, and at least three (3) years of experience supervising professional or managerial staff is preferred.
Equivalent combinations of education and experience may be considered
Strong administrative and managerial track record, including overseeing staff and organizational planning and development, strategic and operational planning, budget management, process improvement, data-driven decision-making and crisis management.
Demonstrated understanding of consumer protection laws and regulations.
Ability to work collaboratively with consumers and groups from diverse backgrounds.
Proven track record of improving customer satisfaction and resolving complex issues.
Strong knowledge of administrative law, regulatory compliance, consumer protection frameworks, and enforcement procedures.
Experience reviewing, interpreting, and implementing legislation, regulations, policies, and legal guidance related to consumer protection, licensing, and regulatory operations.
Experience leading enterprise technology modernization initiatives, including implementation of licensing systems, case management platforms, permitting software, customer service systems, or other operational technologies.
Strong analytical and performance management capabilities, including experience developing KPIs, operational dashboards, data reporting systems, and performance improvement strategies.
Ability to analyze operational data and use performance metrics to improve service delivery, enforcement effectiveness, and organizational accountability.
Ability to balance strong regulatory enforcement with customer service, transparency, and equitable service delivery principles.
Strong community engagement experience
A valid Maryland Class C Noncommercial driver’s license, or an equivalent out-of-state driver’s license acceptable to the Office of Risk Management is required and eligibility to obtain a Baltimore City driver’s permit.

Nice To Haves

A Juris Doctor (J.D.) degree, strong legal or regulatory compliance background, or experience supporting administrative enforcement and regulatory review processes is highly desirable

Responsibilities

Supports the Director in implementing the legislation establishing the Department of Consumer Protection and Business Licensing, including organizational development, regulatory coordination, enforcement integration, operational restructuring, and interagency collaboration.
Oversees the development and implementation of administrative policies, enforcement protocols, regulatory guidance documents, subpoenas, legal reviews, administrative enforcement actions, hearings, compliance matters, and regulatory interpretation.
Ensures operational consistency and compliance with applicable laws and regulations.
Assists in the development of legislative recommendations, regulatory updates, and policy initiatives related to consumer protection, licensing, enforcement, and business regulation.
Manage the investigation and resolution of complaints about unfair, abusive, or deceptive business practices, including enforcement against businesses operating without a business license and improper licensing.
Manages the business licensing application and renewal process and the revocation or suspension of licenses of businesses violating relevant local laws.
Leads board relations, including administering board meetings, hearings, and legislative mandates.
Provides administrative oversight and accountability for the fiscal, budget, personnel, and other administrative functions and programmatic operations of the Department.
Oversees the development and implementation of enterprise performance management systems, operational dashboards, key performance indicators (KPIs), and data analytics tools to monitor licensing, enforcement, customer service, and regulatory outcomes.
Leads operational modernization and technology initiatives, including implementation of licensing, permitting, case management, inspection, and customer relationship management systems.
Oversees data governance, reporting, records management, and performance analysis to support transparency, operational accountability, and data-driven decision-making.
Develops and implements operational strategies to improve customer experience, streamline regulatory processes, reduce processing timelines, and strengthen public trust in government services.