PROGRAM MANAGER SENIOR II (Deputy of Customer Services)

LABOR - Family and Medical Leave Insurance; Baltimore (MD); On-site; USD 120,000 - 180,000; Full time

Job summary

The Deputy Chief of Customer Services in Maryland's FAMLI program is the second-in-command for customer services, overseeing Claims Benefits, Customer Care, Employer Services, and Insurance Plan Compliance. This role supports the Chief in driving performance and ensuring Maryland workers can access paid time off for medical and family needs.

The position requires a bachelor's degree and 7-10 years of progressively responsible managerial experience in complex organizations, with a track record of

Qualifications

• Bachelor's degree from an accredited college or university.
• 7-10 years of progressively responsible management experience in complex public, private, or non-profit organizations.
• Demonstrated experience leading dynamic, high-performance teams and managing stakeholders in complex, high-stakes environments.
• Ability to develop and execute strategies to improve organizational effectiveness and efficiency.
• Experience managing operational budgets and benefit pools (preferred).
• Track record of providing outstanding customer experience through data-driven, user-centered process improvements.

Skills

Management experience

Team leadership

Stakeholder management

Strategy development

Budgeting experience

Customer experience improvement

Education

Bachelor's degree

Job description

The Deputy Chief of Customer Services is the second-in-command of the Customer Services domain within Maryland's Family and Medical Leave Insurance (FAMLI) program. This role provides critical leadership for management, administration, planning, and operations of customer-facing directorates including Claims Benefits, Customer Care, Employer Services, and Insurance Plan Compliance. The position supports the Chief of Customer Services in driving organizational performance and ensuring working Marylanders can access paid time off for medical and family reasons.

Key qualifications:

• Bachelor's degree from an accredited college or university
• 7-10 years of progressively responsible management experience in complex public, private, or non-profit organizations
• Demonstrated experience leading dynamic, high-performance teams and managing stakeholders in complex, high-stakes environments
• Ability to develop and execute strategies to improve organizational effectiveness and efficiency
• Experience managing operational budgets and benefit pools (preferred)
• Track record of providing outstanding customer experience through data-driven, user-centered process improvements