PROGRAM MANAGER SENIOR II (Deputy of Customer Services)

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.�\r\n\r\n\r\n\r\n\r\n\r\n

GRADE

Grade 24\r\n

LOCATION OF POSITION

100 S. Charles St.\r\nBaltimore, MD\r\n

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.\r\n

POSITION DUTIES

Duties of this position include but are not limited to:�\r\n\r\n\r\n● Oversees the Claims & Benefits, Customer Care, Employer Services, and Insurance Plan Compliance directorates within the Customer Services domain.�\r\n● Plans, coordinates, supervises, and evaluates the work of Customer Services directors and managers.�\r\n● Provides coaching, mentorship, and leadership to directors and managers across Customer Services.�\r\n● Oversees recruitment, hiring, onboarding, performance evaluations, and personnel management for Customer Services staff.�\r\n● Collaborates with the Chief in determining organizational structure and staffing needs of the Customer Services domain.�\r\n● 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.�\r\n● Collaborates with the Chief in establishing overall goals, standards, and controls to meet Customer Services objectives and oversees their achievement.�\r\n● Provides direction and support for directors and managers in establishing goals, standards, and controls to meet their directorate objectives and oversees their achievement.�\r\n● Collaborates with the Chief in planning, directing, and administering all aspects of�daily Customer Services operations, including personnel and financial resources.�\r\n● Represents the Chief of Customer Services as needed with senior managers and executives of other agencies concerning Directorate activities.�\r\n

MINIMUM QUALIFICATIONS

Education:\r\n● Possession of a Bachelor’s degree from an accredited college or university.�\r\n\r\n\r\nExperience:�\r\nSeven (7) to ten (10) years of progressively responsible experience working and managing in complex organizations in the public, private, or non-profit sectors, including:��\r\n● Leading dynamic, high-performance teams;�\r\n● Developing and executing short and long-range strategies to improve organizational effectiveness and efficiency.\r\n● Successfully managing relationships with demanding stakeholders in complex, high stakes environments.�\r\n

DESIRED OR PREFERRED QUALIFICATIONS

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

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.\r\n

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. A resume and cover letter are strongly encouraged for this position. Please upload one Word or PDF file that includes your combined cover letter and resume using the “Transcript” upload function, or via the JobAps “Other” tab.\r\n

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.\r\n

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which include:\r\n\r\n\r\n\r\n Flexible hours and hybrid teleworking� � ��\r\n Paid holidays 12-13 per year� � ��\r\n Generous paid leave package (annual, sick, personal and compensatory leave)� � ��\r\n State Pension ('defined benefit' plan)� ��\r\n Tax-deferred supplemental retirement savings plans (401(k) and 457)� �\r\n Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services� � ��\r\n Flexible Spending Account plans for Health Care and Daycare� � � ��\r\n State Employees Credit Union\r\n\r\n\r\n\r\n\r\nTo Learn more, please click this link:\r\n\r\nSTATE OF MARYLAND BENEFITS\r\n\r\n\r\n

FURTHER INSTRUCTIONS

\r\n\r\nThe online application is STRONGLY preferred. A resume and cover letter are strongly encouraged for this position. Please upload a Word or PDF file that includes your combined cover letter and resume via JobAps 'Other' tab. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767- 4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov.\r\n\r\n\r\nU.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. If you encounter difficulty attaching required or optional documentation, you may contact Michael Deans via email to michael.deans2@maryland.gov. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.\r\n\r\n\r\nPLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION\r\nCompleted applications, required documentation, and any required addendums may be mailed to:\r\n\r\n\r\nMaryland Department of Labor / Office of Administration Attn:\r\n\r\n\r\nMichael Deans, Recruitment ID 26-005483-0038\r\n100 S. Charles Street, 5th Floor Baltimore, MD 21201\r\n\r\n\r\nMaryland State Application Form�\r\n\r\n\r\nMaryland 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.\r\n\r\n\r\n\r\n\r\n\r\n