Director of Consumer Protection and Business Licensing - Operations Manager II

Baltimore City • Cocoa, FL

8d • $105,085 - $173,250 • Onsite

About The Position

The Director of Consumer Protection and Business Licensing for the City of Baltimore is a visible and key member of the Leadership Team. The Director provides leadership by actively promoting strategies, policies, and systems that provide a strategic direction for the department. This role provides guidance to the Mayor and City Council ensuring the protection of consumer rights in various industries and administering and enforcing business licensing requirements. The role plays a crucial part in shaping local policy, fostering strategic partnerships, and leading consumer protection initiatives. This position will directly supervise senior management staff. 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 Business Administration, Public Administration, Consumer Affairs, Law or related field and eight (8) years of experience as a senior manager, project manager, or subject matter expert.
• Experience to include one (1) year of experience managing heterogeneous functions through subordinate supervisors.
• Knowledge of the principles, practices, and techniques of management to plan, formulate, analyze, integrate and implement broad programmatic and business strategies and policies.
• Strong vision for the department that embodies the following core values, transparency, diversity, inclusion, equity, accountability, and transformation.
• Provides leadership and guidance to managerial level staff in meeting the department’s goals and mission statement
• Directs managers in evaluating departmental operations and overseeing the development and modification of work standards, policies, and procedures.
• Plans and directs administrative support functions including budget and personnel administration records management, procurement services, and information technology.
• Outstanding skills in communicating and interacting with the media, community organizations, elected officials, and the general public.
• 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.
• Experience in the use of management and organizational principles, and technology necessary to analyze, evaluate, and manage organizational programs and resources.
• Ability to interpret 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.
• 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

• Juris Doctor degree (J.D.) preferred.

Responsibilities

• Plans, directs and administers all aspects of an agency’s programs that have broad scope and major impact on agency missions and operations.
• Oversees the receipt, investigation, and resolution of complaints of unfair, abusive or deceptive business practices, including misrepresentations of consumer services and commodities, false advertising, and other violations of local consumer protection and business licensing laws.
• Oversees the issuance of permits and business licenses.
• Investigates complaints of businesses operating without a license, improper licensing, or violating the terms of business licensing.
• Set licensing fees.
• Oversees the business licensing, licensing renewal process and the revocation or suspension of licenses violating relevant local laws.
• Provides administrative leadership, oversight, and accountability for the fiscal, budget, personnel, and other administrative functions and programmatic operations of the Department.
• Formulates departmental policy and procedures, directs the execution of policies and procedures, and evaluates performance and results.
• Oversees the development of administrative procedures for investigating complaints from consumers, businesses, and those engaging in violations of local consumer protection and business licensing laws.
• Recommends to the Board the adoption of new legislation or changes in existing legislation governing consumer protection and licensing.
• Monitors and analyzes consumer feedback and trends
• Ensures compliance with consumer protection laws and guidelines
• Conduct training for staff on consumer relations and service excellence.
• Establishes and evaluates program goals, standards and controls to meet program objectives.
• Determines organizational structure and staffing needs of the program(s).
• Oversees the development and training of staff.
• Plans, coordinates, supervises and evaluates the work of subordinate supervisors.
• Represents the agency in a liaison capacity with managers and officials of other agencies concerning program activities.
• Performs related work as required.

Benefits

• The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans.
• This office also supplies wellness programs, support groups, and workshops.
• You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

What This Job Offers

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