Stakeholder Relations Manager, Self-Directed Services

Fello•Linthicum Heights, MD

About The Position

At Fello, we champion the rights of people with disabilities and invest in what matters most: real opportunities, strong relationships, and inclusive, equitable communities. We partner with people with disabilities to provide support services, develop inclusive housing, and create spaces where people feel genuinely connected—not just accommodated. The Stakeholder Relations Manager leads the Stakeholder Relations Specialists team in delivering exceptional customer service within Fello's Self-Directed Services division. This role monitors and analyzes data from the ticketing system, ensures timely resolution of inquiries, and maintains compliance with all customer service requirements under Fello's FMCS contract. The Stakeholder Relations Manager also drives process improvement, develops internal best practices, and partners with the Director of Stakeholder Relations to support the continued growth and effectiveness of the team. This position is a member of the Leadership Council.

Requirements

Solutions-oriented, analytical mindset with the ability to identify process improvement opportunities and implement changes that increase efficiency and effectiveness.
Strong oral, written, and interpersonal communication skills, with the ability to manage positive communication in difficult situations.
Driven and self-motivated, with strong attention to detail and the ability to work both independently and collaboratively across diverse personalities and employee populations.
Experience developing and delivering training to individuals with varied levels of technical acuity.
Comfortable supporting technology user experience.
Proficiency in MS Word, Excel, Outlook, and customer service ticketing systems is required.
High school diploma.
Minimum of three years of management experience in customer service.

Nice To Haves

Bachelor's degree is strongly preferred.
Experience managing a customer service ticketing system.
Familiarity with technology or services for people with disabilities are a plus.

Responsibilities

Leads the Stakeholder Relations Specialists team in delivering exceptional customer service within Fello's Self-Directed Services division.
Monitors and analyzes data from the ticketing system.
Ensures timely resolution of inquiries.
Maintains compliance with all customer service requirements under Fello's FMCS contract.
Drives process improvement.
Develops internal best practices.
Partners with the Director of Stakeholder Relations to support the continued growth and effectiveness of the team.