PROGRAM MANAGER SENIOR II (Deputy of Customer Services)

State of Maryland - LABOR - Family and Medical Leave Insurance; Baltimore (MD); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible hours

Hybrid teleworking (as per program)

Paid holidays

Job summary

State of Maryland - LABOR - Family and Medical Leave Insurance (FAMLI) is seeking a Deputy Chief of Customer Services. This senior role leads the Customer Services domain, reporting to the Chief of Customer Services, and drives organizational performance and service delivery across directorates.

The role requires strong leadership, accountability, and the ability to address deficiencies quickly while guiding teams toward top performance.

Qualifications

• Bachelor’s degree from an accredited college or university.
• Progressive management experience in large-scale claims, disbursements, or benefits administration.
• Track record of providing outstanding customer experience through data-driven improvements.

Responsibilities

• Oversees multiple directorates within the Customer Services domain.
• Plans, coordinates, supervises, and evaluates work of directors and managers.
• Provides coaching, mentorship, and leadership across Customer Services.
• Oversees recruitment, hiring, onboarding, performance evaluations, and personnel management.
• Collaborates on organizational structure and staffing needs.
• Establishes policies, procedures, and evaluates effectiveness.
• Sets goals, standards, and controls to meet objectives.
• Directs daily Customer Services operations including resources.
• Represents the Chief with senior managers and executives as needed.

Skills

Team leadership

Strategic planning

Stakeholder management

Education

Bachelor’s degree

Master’s degree (public admin/policy/business/admin)

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. The Customer Services domain is at the heart of FAMLI’s mission to ensure working Marylanders can afford to take time off to care for their loved ones and themselves. The Deputy Chief of Customer Services provides critical leadership for the management, administration, planning, and operations of the domain, supporting the Chief of Customer Services in driving organizational performance and service delivery across all customer-facing directorates.

GRADE

Grade 24

LOCATION OF POSITION

100 S. Charles St.
Baltimore, MD

Main Purpose of Job

The Deputy Chief of Customer Services is second in command of the Customer Services domain in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The Deputy supports the Chief of Customer Services by providing leadership for the management, administration, planning, and operations of the Customer Services domain, as well as for the domain’s organizational design and performance. Customer Services is at the heart of FAMLI’s mission to ensure working Marylanders can afford to take time off to care for their loved ones and themselves. We are looking for someone who has demonstrated strengths in holding teams accountable and driving results. The ideal person for the role is a strong leader who can ensure teams are performing at their top level of capability and can quickly take action to address deficiencies.

POSITION DUTIES

• Oversees the Claims & Benefits, Customer Care, Employer Services, and Insurance Plan Compliance directorates within the Customer Services domain.
• Plans, coordinates, supervises, and evaluates the work of Customer Services directors and managers.
• Provides coaching, mentorship, and leadership to directors and managers across Customer Services.
• Oversees recruitment, hiring, onboarding, performance evaluations, and personnel management for Customer Services staff.
• Collaborates with the Chief in determining organizational structure and staffing needs of the Customer Services domain.
• Provides direction and supports directors and managers of Claims & Benefits, Customer Care, Employer Services, and Insurance Plan Compliance to create policies and procedures, oversees their implementation, evaluates their effectiveness, and approves major revisions.
• Collaborates with the Chief in establishing overall goals, standards, and controls to meet Customer Services objectives and oversees their achievement.
• Provides direction and support for directors and managers in establishing goals, standards, and controls to meet their directorate objectives and oversees their achievement.
• Collaborates with the Chief in planning, directing, and administering all aspects of daily Customer Services operations, including personnel and financial resources.
• Represents the Chief of Customer Services as needed with senior managers and executives of other agencies concerning Directorate activities.

MINIMUM QUALIFICATIONS

Education:

• Possession of a Bachelor’s degree from an accredited college or university.

Experience:

• Leading dynamic, high-performance teams;
• Developing and executing short and long-range strategies to improve organizational effectiveness and efficiency.
• Successfully managing relationships with demanding stakeholders in complex, high stakes environments.

DESIRED OR PREFERRED QUALIFICATIONS

• Master’s degree in Public Administration, Business Administration, Public Policy, or other relevant field.
• Progressive management experience in large-scale claims, disbursements, or benefits administration.
• Demonstrated experience managing operational budgets, fund accounts, or benefit pools.
• Track record of providing outstanding customer experience through data-driven, user centered improvements to organizational processes and training.
• Experience building an organizational culture of empathy, empowerment, and relentlessly high-performance standards among stakeholder-facing staff.

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.

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

FURTHER INSTRUCTIONS

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status.

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

Completed applications, required documentation, and any required addendums may be mailed to:

Maryland Department of Labor / Office of Administration Attn:

Michael Deans, Recruitment ID 26-005483-0038

100 S. Charles Street, 5th Floor Baltimore, MD 21201

Maryland State Application Form

Maryland Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of MD 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.