PROGRAM MANAGER IV

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 Employer Services Directorate plays a pivotal role in supporting employers as they navigate this new benefit. It ensures accurate, timely compliance with reporting requirements, fosters a smooth participation experience, and upholds employer accountability. Within this framework, the Customer Advocacy team acts as a central point of support, providing clear communication and effective problem resolution for employers. The Manager of Customer Advocacy will lead and develop a team dedicated to responding to escalated employer inquiries, coordinating across FAMLI’s various divisions to ensure employers have the information and guidance they need. This role requires a candidate who can envision and execute a proactive customer advocacy strategy, guiding the team to deliver exceptional service. As an experienced leader and problem-solver, the Manager will collaborate closely with the Director and Deputy Director of Employer Services to establish policies, processes, and standards for the Customer Advocacy team, building a service-oriented unit from the ground up. This position offers a unique opportunity to shape a foundational component of FAMLI, combining strategic insight, innovation, and leadership to establish an exemplary support system for Maryland’s employers.

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100 S. Charles Street

The Manager of Customer Advocacy is a senior leader within the Employer Services Directorate in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor (MDOL). This role is responsible for establishing and executing the organizational strategy for the Customer Advocacy team, which serves as the primary point of contact for employer inquiries, issue resolution, and escalations. The Manager of Customer Advocacy will ensure that employers have a seamless experience with FAMLI by coordinating closely with the Customer Care, Policy, and Compliance teams, as well as other MDOL divisions. Through proactive problem-solving, clear communication, and collaborative efforts, the Manager will enhance employer engagement, support compliance with reporting requirements, and uphold a high standard of service for all employers participating in the FAMLI program.

Duties of this position include but are not limited to: ● Manage and oversee responses to escalated employer inquiries and issues within the FAMLI program.

Education:

● Bachelor’s degree in business administration, public administration, communications, or a related field.

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstrating the qualifications for the interview. A resume and cover letter are strongly encouraged for this position. Please upload one Word or PDF file that includes your combined cover letter and resume using the “Transcript” upload function, or via the JobAps “Other” tab.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. 

This is a full-time, permanent position and eligible for full State benefits, which include:

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767-4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov. If you encounter difficulty attaching required or optional documentation, you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.