Administrator III Supervisor Program Manager

The Maryland State Department of Assessments and Taxation - Homeowner Protection Program is seeking a motivated and results-driven Administrator III Supervisor to join our team.

This position plays a key role in supporting agency operations by supervising professional and/or support staff, coordinating workflow, implementing policies and procedures, and identifying opportunities to improve efficiency and service delivery. The incumbent may also work closely with executive leadership on special projects, policy development, research, operational planning, and initiatives that support the agency’s overall mission. The ideal candidate is a confident leader who can effectively manage multiple priorities, communicate clearly, exercise sound judgment, and build collaborative working relationships.

We are looking for someone who is organized, adaptable, solutions-oriented, and committed to providing high-quality administrative leadership in a fast-paced public service environment.

STD
0018

SDAT-Homeowner Protection Program

Tax Sales Ombudsman Department

700

E. Pratt Street, 2nd Floor

Baltimore, Maryland 21202

The Homeowner Protection Program (HPP) Manager is primarily responsible for running and overseeing the day-to-day operations of the HPP, which removes enrolled homeowners from tax sale by paying off their tax liabilities to Counties or private investors, records a lien on their property, sets them up on a repayment plan, and assists them with paying their debt back to SDAT and planning to pay future taxes that become due.

The Manager ensures efficient and effective management of the Program, which includes application processing, enrollment, payment processing, case management, accounting, and supervising appropriate staff. The Manager continually develops and monitors systems for maintaining quality control, creative troubleshooting, and providing excellent customer service. The Manager continually develops and improves program processes, enrollee assistance strategies, promotional communications, and overall program implementation and evolution when appropriate, both in collaboration with the Ombudsman and independently, to respond to evolving program needs and further program goals.

The HPP Manager is secondarily responsible for assisting the Office of the State Tax Sale Ombudsman. This may include supervising the Tax Sale Specialist, monitoring phone and email inquiries, and by assisting homeowners who are not eligible for the HPP or have not yet become eligible with resolving and avoiding tax delinquency by connecting them with legal services, tax credits, housing and financial counseling, and other helpful resources.

Manges the Homeowner Protection Program

• Oversees and coordinates operations of the Homeowners Protection Program, serving as the Department's subject matter expert on the Program,
• Oversees the application process, including an initial review wilhin a reasonable time once an application is received.
• Oversees the enrollment process. Reviews all applications fairly and uniformly. To the extent practical, develops objective criteria to evaluate and score applications. Performs final review of applications and recommends enrollees to the TSO.
• Oversees handling of enrollees. Manages and tracks accounting aspects of the process. processes loan agreements. manages payments te the counties and private investors. records liens. and tracks monthly payments and status of outstanding debt. Formulates assistance strategies for enrollees, including responsive follow-up when payments are not being made and other communication with enrollees. Takes appropriate action if future tax liabilities become due.
• Takes a customer service driven approach, ensuring that the Tax Sale Help line. email, and other points of contact are responded to adequately. Handles customer escalation that otherwise would rise to the level of the TSO.
• Sets rules and processes for shared emails, phone queues, and otherwise through use of Freshdesk (email/CRM) and 8x8 (VolP).
• ln close coordination with TSO, monitors the HPP Fund ta inform future budget and enrollment projections. Utilizes resources as efficiently and effectively as possible, and requests additional funding and staff when justified.
• Ensures all laws, regulations, and policies relevant to the Program are being followed. Seeks out and shares relevant best practices with other SDAT teams and government agencies.
• Establishes,…