Senior Program Manager - Deputy Chief, 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

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.