Program Manager Iv

3 weeks ago

Baltimore, United States State of Maryland Full time

**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 2.8 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 Director of Customer Care will be responsible for establishing a Customer Care Team that meets people where they are and creates pathways for people with different needs and abilities to reach us and to get the services they need from us. The Director of Customer Care leads the Customer Care team, which is part of the FAMLI Division of the Maryland Department of Labor (MDOL).

The Director of Customer Care will have the opportunity to direct our organization’s customer service strategy and implementation, including—crucially—deciding the structure and operational direction of how we interact with customers over the phone. You will be joining us at the very beginning of our journey to make FAMLI a reality in Maryland and will be able to help chart our course. If you’re ready to help lead these efforts by creating from the ground-up a human-centered, people-focused customer care organization, this is the role for you.

**GRADE**:
22

**LOCATION OF POSITION**:
Maryland Department Of Labor - FAMLI Unit

1100 N. Eutaw Street Baltimore, MD 21201

**Main Purpose of Job**:
The Director of Customer Care is the senior leader of the Customer Care Directorate in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor (MDOL). The Director of Customer Care will set and execute the organizational strategy for FAMLI’s customer service function. The Director will collaborate with the FAMLI Employer Services, Claims and Benefits, Digital Services, Community Engagement, Strategic Communications, and Private Insurance Plans teams, as well as other members of the Maryland Department of Labor, to ensure that FAMLI has pathways for people with different needs and abilities to reach FAMLI and get the services they need.

**POSITION DUTIES**:
Duties of this position include but are not limited to:

- Decides the operational direction of FAMIL's customer services, including the potential need for external vendor support;
- Determines organizational structure and staffing needs of the Customer Care Directorate;
- Oversees hiring, onboarding and training of Customer Care staff;
- Establishes overall policies and procedures for the Directorate, oversees their implementation, evaluates their effectiveness, and approves major revisions;
- Establishes overall Directorate goals, standards, and controls to meet Directorate objectives and oversees their achievement;
- Collaborates with FAMLI teams to make and execute a plan for building out FAMLI's customer care channels;
- Develops and oversees collection of qualitative and quantitative customer data to assess performance;
- Plans, directs, and administers all aspects of the Customer Care Directorate;
- Oversees and manages the personnel and financial resources of the Directorate;
- Develops, implements, and manages short and long-range plans for Customer Care Directorate operations and resources;
- Plans, coordinates, supervises, and evaluates the work of subordinate employees;
- Prescribes and oversees development and training of Directorate staff;
- "Represents the Customer Care Directorate before state officials, legislatives committees, and senior managers and executives of other agencies concerning Directorate activities; and"
- Performs other related leadership duties as required.

**MINIMUM QUALIFICATIONS**:
**Education**

Possessions of a Bachelor's degree from an accredited college or university

AND

**Experience**

***

Minimum of 7 years of professional experience, including leading customer experience or customer service projects.

**DESIRED OR PREFERRED QUALIFICATIONS**:

- Experience managing large-scale strategic projects
- Experience solving problems or improving processes that cross organizational boundaries (e.g., department, group) using a human-centered design approach
- Strong decision-making and prioritization skills
- Knowledge and experience with project management methodologies, principles, and processes
- Experience buildings alignment with stakeholders
- A history of having generated creative ideas to complex problems and followed through on the implementation of solutions
- An ability to communicate effectively with technical and non-technical stakeholders, cross-functional teams, and across business lines
- A demonstrated commitment to human-centered design principles

You'll fit right in at FAMLI if:

- You value autonomy in your work, strive t

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