PROGRAM MANAGER IV (COMPLAINTS MANAGER)

State of Maryland; Baltimore, Northern (MD, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible hours

Hybrid teleworking

Paid holidays

Paid leave

State pension

401(k) plan

Health insurance

FSAs

Credit union

Job summary

STATE OF MARYLAND is seeking a Complaints Manager to establish and improve the statewide complaint management framework, including intake, triage, investigation, mediation, and resolution, under the FAMLI program. The role ensures timely, impartial investigations and maintains high public trust.

You will lead a team, set SOPs, metrics, and collaborate with attorneys general, state agencies, insurers, and employers to advance enforcement and compliance while upholding due process and customer

Qualifications

• Juris Doctor degree from an accredited law school.
• Four years of legal practice or administrative law experience.
• Three years of direct supervisory experience.
• Experience developing procedures and managing operations.

Responsibilities

• Oversee complaint operations, case management, and KPI achievement.
• Develop SOPs for investigations, reporting, and compliance.
• Supervise staff handling complaints and ensure quality work.
• Advise on budget and resource needs for the director.
• Coordinate with attorneys general, agencies, insurers, and employers.

Skills

Leadership

Staff development

Case management

Investigations

Policy development

Operations management

Interagency collaboration

Compliance

Education

Juris Doctor (JD) degree

Job description

Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.

GRADE

22

LOCATION OF POSITION

100 S. Charles Street
Baltimore, MD 21201

Main Purpose of Job

The Complaints Manager is responsible for establishing, implementing, and continuously improving the statewide complaint management framework, including complaint intake, triage, investigation, mediation, and resolution processes involving allegations of interference, retaliation, discrimination, and other violations of Maryland's FAMLI law. The position develops and implements operational policies, investigative standards, quality assurance programs, performance metrics, and case management practices to ensure legally sufficient, timely, consistent, and impartial complaint investigations and resolutions.

The Complaints Manager serves as the principal subject matter expert for complaint investigations and collaborates extensively with the Deputy Chief Adjudication Officer, Assistant Attorneys General, Division leadership, insurers, employers, workers, and other governmental entities to support investigation, mediation, adjudication, enforcement, and compliance activities. The position is accountable for ensuring that complaint investigations are conducted in accordance with statutory requirements, due process principles, and established investigative standards while maintaining high levels of customer service and public trust.

Due to the legal complexity of the work, the requirement to analyze and interpret statutes and regulations, evaluate evidence, oversee investigations involving potential legal violations, and support enforcement and adjudicatory proceedings, this position requires a Juris Doctor degree.

Position Duties

• 40% - Oversight and Management of Complaint Operations
  • Oversee daily operations related to case management, logistics, and correspondence for complaints.
  • Ensure the development and implementation of standardized operating procedures (SOPs) for conducting investigations, case handling, report writing, ensuring consistency, quality, and compliance.
  • Supervise the team responsible for processing complaints, ensuring appropriate workflows are followed and key performance indicators (KPIs) are met.
  • Make recommendations to the Director of Appeals for budget and resource allocations inclusion in FAMLI’s budget.
• 25% - Team Leadership and Staff Development
  • Manage, mentor, and develop staff involved in case management and operations to ensure optimal performance and professional growth.
  • Foster a collaborative and high-performing work environment by providing regular feedback, training opportunities, and support.
  • Conduct quality assurance reviews of investigative staff work prior to referral to a hearing examiner, and review complex cases as needed.
• 20% - Process Improvement and System Development
  • Identify and lead process improvement initiatives to streamline complaint operations, reduce processing times, and improve accuracy and service delivery.
  • Work with the Director of Appeals to evaluate and implement new technologies or tools that could enhance case management and operational efficiency.
• 10% - Interagency Collaboration and Communication
  • Serve as a key point of contact for internal and external stakeholders, including Assistant Attorney Generals, other state agencies, vendors, and contractors involved in complaint processing.
  • Facilitate clear, effective communication between departments to ensure smooth coordination and to address any operational issues.
• 5% - Reporting and Compliance
  • Assist in developing reports for internal and external stakeholders, tracking key metrics related to the complaint process, and ensuring compliance with relevant policies and state regulations.

Minimum Qualifications

• Education: A Juris Doctor degree or equivalent degree from an accredited law school.
• Experience: Four years of experience involving legal practice, administrative law, or investigations.
• Experience: Three years of direct supervisory experience.
• Experience: Developing procedures and managing operations.

Desired or Preferred Qualifications

• Experience in labor/employment law is preferred.
• Experience in paid leave, unemployment insurance, workers compensation, or any other benefits administration program is preferred.
• Experience supporting a new government program is preferred.
• Training experience is preferred.

Special Requirements

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment. Personnel employed in this classification may have access to federal tax information and may be subject to a state and FBI criminal background check as a condition of employment.

Selection Process

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstrating the qualifications for the interview.

Examination Process

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application.

Benefits

• Flexible hours and hybrid teleworking
• Paid holidays 12-13 per year
• Generous paid leave package (annual, sick, personal and compensatory leave)
• State Pension ('defined benefit' plan)
• Tax-deferred supplemental retirement savings plans (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

To learn more, please click this link: STATE OF MARYLAND BENEFITS

Further Instructions

Maryland Department of Labor is an equal opportunity employer. It is the policy of LABOR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.