Stakeholder Relations Manager, Self-Directed Services

Job Details

Job Location:

Fello Linthicum - Linthicum Heights, MD 21090

Position Type:
Full Time

Education Level: High School / GED

Salary Range: $74,200.00 per year

Travel Percentage:
Limited, local travel

Job Shift: Office Hours (Some Evenings/Weekends)

Job Category:
Corporate Supports

Stakeholder Relations Manager

At Fello, we champion the rights of people with disabilities and invest in what matters most: real opportunities, strong relationships, and inclusive, equitable communities. We partner with people with disabilities to provide support services, develop inclusive housing, and create spaces where people feel genuinely connected—not just accommodated.

The Stakeholder Relations Manager leads the Stakeholder Relations Specialists team in delivering exceptional customer service within Fello's Self-Directed Services division. This role monitors and analyzes data from the ticketing system, ensures timely resolution of inquiries, and maintains compliance with all customer service requirements under Fello's FMCS contract. The Stakeholder Relations Manager also drives process improvement, develops internal best practices, and partners with the Director of Stakeholder Relations to support the continued growth and effectiveness of the team.

This position is a member of the Leadership Council.

The ideal candidate brings a solutions-oriented, analytical mindset with the ability to identify process improvement opportunities and implement changes that increase efficiency and effectiveness. They demonstrate strong oral, written, and interpersonal communication skills, with the ability to manage positive communication in difficult situations. The successful candidate is driven and self-motivated, with strong attention to detail and the ability to work both independently and collaboratively across diverse personalities and employee populations.

They possess experience developing and delivering training to individuals with varied levels of technical acuity and are comfortable supporting technology user experience. Proficiency in MS Word, Excel, Outlook, and customer service ticketing systems is required.

This position requires a high school diploma and a minimum of three years of management experience in customer service. A bachelor's degree is strongly preferred. Experience managing a customer service ticketing system and familiarity with technology or services for people with disabilities are a plus.

This position includes an award-winning total rewards (benefits) package and opportunities for professional development within our mission-driven organization.

Fello is an equal opportunity employer which means we provide equal opportunity to all qualified candidates without regard to race, color, religion, ancestry, sex, gender, gender expression, national origin, age, marital status, military/veteran status, sexual orientation, gender identity, pregnancy, genetic information, disability, or any other characteristic protected by applicable law. To provide equal employment and advancement opportunities to all candidates, employment decisions at Fello will be based on merit, qualifications, and skills.

Fello highly encourages all employees to become fully vaccinated against COVID-19 and other communicable diseases.