Appeals Manager; Program Manager Iii

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 Appeals Unit is responsible for providing a fair and impartial process for reviewing determinations made by the FAMLI Division. Our Hearing Officers conduct hearings, review evidence, and issue legally sound decisions while safeguarding due process. The Appeals Unit is committed to delivering timely, accessible, and high‑quality service to workers, employers, and the public while upholding the integrity of the FAMLI program.

The Appeals Manager develops and executes the operational strategy for appeals administration, focusing on workflow management, customer service, correspondence, record retention, and cross‑functional coordination. Working closely with Division leadership, the Appeals Manager supports access to justice by ensuring all parties receive reliable support throughout the appeals process, and clear, timely information in accordance with the law. This position is Remote.

This is a Management Service position that serves at the pleasure of the Appointing Authority.

21

100 S. Charles Street Baltimore, Maryland 21201

The Appeals Manager is a senior leader within the Appeals Directorate in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor (MDOL). This role is responsible for executing the organizational strategy for the operational and administrative arms of the Appeals Unit. This role will be responsible for planning, implementing, and executing a wide range of initiatives that align with our strategic goals and objectives.

This is a leadership position that requires exceptional organizational, analytical, and communication skills. The successful candidate will have a proven track record of driving successful project outcomes and possess the ability to work cross‑functionally with various teams and stakeholders.

Duties of this position include but are not limited to:

• Oversee daily operations related to case management, logistics, and correspondence for appeals.
• Ensure the development and implementation of standardized operating procedures (SOPs) for case handling, ensuring consistency, quality, and compliance.
• Supervise the team responsible for processing appeals, ensuring appropriate workflows are followed and key performance indicators (KPIs) are met.
• 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.
• Identify and lead process improvement initiatives to streamline appeals 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.
• Serve as a key point of contact for internal and external stakeholders, including other state agencies, vendors, and contractors involved in appeals processing.
• Facilitate clear, effective communication between departments to ensure smooth coordination and to address any operational issues.
• Assist in developing reports for internal and external stakeholders, tracking key metrics related to the appeals process, and ensuring compliance with relevant policies and state regulations.

Education:

• A bachelor’s degree from an accredited college or university.

Experience:

• Five years of professional experience in administrative operations, program management, legal operations, or a related field, including at least two years of…