Program Operations Manager/Contractual

State of Maryland • Baltimore City, MD

13h • Hybrid

About The Position

The Maryland Department of Labor (MD Labor) is seeking an experienced operational professional to serve as a program operations manager for its federal worker loan programs. The position will assist in implementing two new loan programs serving Maryland’s federal workers: the Federal Worker Emergency Loan Program for former federal employees terminated due to mass layoff events and the Federal Shutdown Loan Program for “excepted” workers (also called essential), who must work through a federal shutdown but do not receive a paycheck during the closure. This is a contractual position that will require a background check. This position is critical to the Office of the Secretary, serving as the central driver of the department’s and governor’s commitment to providing a loan program for employees impacted by recent federal changes.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Six years of administrative staff or professional work.
• Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.
• Candidates may substitute the possession of a master's degree from an accredited college or university for five years of the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures, and processes, or overseeing or coordinating unit operations, or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for-year basis for the required experience.

Nice To Haves

• 5 years of experience in program administration
• Bachelor's degree in Public Policy, Business Administration, or other related field
• Operational expertise: Experience administering complex programs, particularly those requiring eligibility determination, fraud prevention, and fast-paced execution, and those involving a high level of public scrutiny.
• Data and performance management expertise: Experience with data file transfers and program performance monitoring.
• Analytical & problem-solving abilities: Ability to identify areas of weakness, anticipate challenges, and develop proactive solutions that enable reliable, effective program operations
• Attention to detail and organizational skills: Ability to take accurate and thorough notes, identify and correct errors in written materials, and manage complex task lists.
• Flexibility & adaptability: Comfort working in a dynamic, fast-paced environment with shifting priorities and urgent response needs.
• Strong communication skills: Ability to communicate clearly and effectively in verbal and written form with program customers and with a multidisciplinary operational team.
• Advanced knowledge of the following platforms preferred: Google Workspace (including Sheets), project management platforms, case management platforms, Microsoft Excel, Power BI, Tableau, and/or design tools, such as Figma and Miro.

Responsibilities

• Assist in program administration to ensure a user-friendly application experience, high-quality customer service, timely and accurate eligibility assessment, prevention of fraud, timely loan payments, an efficient appeals process, and maximization of loan repayment.
• Assist in ensuring timely and accurate processing of files used for eligibility determination, loan payment, and loan repayment.
• Assist in tracking daily progress to inform program adjustments and to keep agency and state leadership apprised of program impact.
• Assist in the resolution of complex customer support cases.
• Assist with essential administrative activities, including invoicing, contracting, and staff onboarding.

Benefits

• Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract, and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents.
• As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled.
• The State of Maryland will subsidize the remaining 75% of the cost for these benefits.
• You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance but will be responsible for paying the full premium for these benefits.
• Leave may be granted to a contractual employee at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

What This Job Offers

• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 101-250 employees