Program Manager SENIOR II; Deputy of Customer Services

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 24

100 S. Charles St.
Baltimore, MD

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.

• 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.

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…