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Recruitment #20-006094-0001


The Maryland Department of Commerce is seeking qualified applicants for the position of Customer Contact Programs Manager within its Division of Tourism, Film, & the Arts’ Office of Tourism Development (OTD).  

This is a Special Appointment position, and serves at the pleasure of the Appointing Authority.




The World Trade Center - 401 East Pratt Street, Baltimore, Maryland  21202

Main Purpose of Job

The primary purpose is to operate, maintain, and improve internal customer contact program services and systems according to the office's marketing and development plan and to work inter-actively within the Office of Tourism Development on project based objectives and inter-agency cooperative programs within the plan. This position is responsible for supervising and analyzing the implementation of work plans and budgets to ensure efficient and effective operations of the state's eight (8) Welcome Centers, the Tourism Call Center, the Tourism Fulfillment Center, and the division's reception desk.


Will oversee the overall management of the Welcome Centers directly supervising a staff of 6 and indirectly 40 full time equivalent positions; develop and implement industry training programs; leverage partnerships through tourism industry business engagement, customer acquisition, and fulfillment services; increase tourism industry participation in OTD programs through targeted outreach activities; and manage projects in accordance with the OTD’s Pathway to the Marketplace process.  Incumbent will conduct business according to the Governor’s Customer Service Promise; support market expansion and transactional outcome goals; coordinate, participate in travel trade and consumer shows and industry training events; coordinate safety and operational issues with the State Highway Administration; work with agency's facilities management in support of Maryland Emergency Management Administration.

The selected employee will possess knowledge of the principles, practices, and procedures of business and public administration; ability to plan, organize, supervise, and direct the work of others; well organized and able to work independently.  Must possess excellent interpersonal, written, oral communication and presentation skills; an aptitude for detailed work. The ability to handle multiple concurrent and high priority tasks; the ability to work with officials, the public and co-workers in a courteous and tactful manner is a must.

Frequent statewide travel to the Welcome Centers.


Education: A Bachelor's degree from an accredited college or university.

Experience: Four years of experience in administrative staff or professional work. Two years of this experience must have involved the supervision of other employees.


1. Additional experience in administrative staff or professional work may be substituted on a year-for-year basis for the required education.

2. Additional graduate level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year-for-year basis for the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required education and experience.


Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

Customer service experience working in a tourism related industry .  

Supervisory experience.

Project management experience.

Proficiency in the use of Google Mail and Microsoft Office Suite or other relevant software.


Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.



It is highly preferred that you apply online at - review Career Openings section. Please attach a resume to your online application and answer the supplemental questionnaire.  If you are unable to apply online, you may submit the State paper application, resume, and supplemental questions (by closing date) to:

Maryland Department of Commerce - Office of Human Resources

ATTN: Customer Contact Programs Manager

World Trade Center - 401 East Pratt Street,10th Floor

Baltimore, Maryland 21202 

Application materials must be received in our office by the closing date for the recruitment.

For questions regarding this recruitment, please contact the Department of Commerce at 410-767-6300.  You may also visit our website at:  

As an E-Verify and equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity. People with disabilities and bilingual candidates are encouraged to apply.

 We thank our Veterans for their service to our country and encourage them to apply.

TTY Users: call via Maryland Relay  1-800-735-2258.