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Program Manager IV

State Of Maryland

Job Location:

Baltimore, MD - USA

Yearly Salary: USD 99442 - 128645

Posted: 2 September 2026 (2 days ago)

Application Deadline: 1 December 2026

Vacancies: 1 Vacancy

Job Summary

Introduction

Marylands 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 180000 employers delivered as a digitally native public-facing service. Were in the early stages of building something as big and as far-reaching as unemployment insurance or anew health department. We know that delivering services primarily through a website over the Internet is a new way of doing business in government.

The Complaints Manager is a senior leader within the Complaints Unit of the Family and Medical Leave Insurance (FAMLI) Division at the Maryland Department of Labor (MD Labor). The position is responsible for the management administration and operational oversight of the Complaints Unit and exercises substantial independent judgment in the interpretation and application of Marylands law regulations policies and procedures.

This is a Management Service position that serves at the pleasure of the Appointing Authority.

GRADE

LOCATION OF POSITION

100 S. Charles Street

Baltimore MD 21201

Main Purpose of Job

The Complaints Manager is responsible for establishing implementing and continuously improving the statewide complaint management framework including complaint intake triage investigation mediation and resolution processes involving allegations of interference retaliation discrimination and other violations of Marylands FAMLI law. The position develops and implements operational policies investigative standards quality assurance programs performance metrics and case management practices to ensure legally sufficient timely consistent and impartial complaint investigations and resolutions.

The Complaints Manager serves as the principal subject matter expert for complaint investigations and collaborates extensively with the Deputy Chief Adjudication Officer Assistant Attorneys General Division leadership insurers employers workers and other governmental entities to support investigation mediation adjudication enforcement and compliance activities. The position is accountable for ensuring that complaint investigations are conducted in accordance with statutory requirements due process principles and established investigative standards while maintaining high levels of customer service and public trust.

Due to the legal complexity of the work the requirement to analyze and interpret statutes and regulations evaluate evidence oversee investigations involving potential legal violations and support enforcement and adjudicatory proceedings this position requires a Juris Doctor degree.

POSITION DUTIES

Duties of this positioninclude but are not limited to:

40%- Oversight and Management ofComplaint Operations

Oversee daily operations related to case management logistics and correspondence for complaints.
Ensure the development and implementation of standardized operating procedures (SOPs) for conducting investigations case handling report writing ensuring consistency quality and compliance.
Supervise the team responsible for processing complaints ensuring appropriate workflows are followed and key performance indicators (KPIs) are met.
Make recommendations to the Director of Appeals for budget and resource allocations inclusion in FAMLIs budget.

25%- Team Leadership and StaffDevelopment

Manage mentor and develop staff involved in case management and operations to ensure optimal performance and professional growth.
Foster a collaborative and high-performing work environment by providing regular feedback training opportunities and support.
Conduct quality assurance reviews of investigative staff work prior to referral to a hearing examiner and review complex cases as needed.

20%- Process Improvement and SystemDevelopment

Identify and lead process improvement initiatives to streamline complaint operations reduce processing times and improve accuracy and service delivery.
Work with the Director of Appeals to evaluate and implement new technologies or tools that could enhance case management and operational efficiency.

10%- Interagency Collaboration andCommunication

Serve as a key point of contact for internal and external stakeholders including Assistant Attorney Generals other state agencies vendors and contractors involved in complaint processing.
Facilitate clear effective communication between departments to ensure smooth coordination and to address any operational issues.

5%- Reporting and Compliance

Assist in developing reports for internal and external stakeholders tracking key metrics related to the complaint process and ensuring compliance with relevant policies and state regulations.

MINIMUM QUALIFICATIONS

Education: A Juris Doctor degree or equivalent degree from an accredited law school.

Experience:

Four years of experience involving legal practice administrative law or investigations
Three years of direct supervisory experience
Experience developing procedures and managing operations

DESIRED OR PREFERRED QUALIFICATIONS

Experiencein labor/employment law is preferred.

Experiencein paid leave unemployment insurance workers compensation or any otherbenefits administration program is preferred.

Experiencesupporting a new government program is preferred.

Trainingexperience is preferred.

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) todetermine 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. Personnel employed in this classification may have access to federal tax information and may be subject to a state and FBI criminal background check as a condition of employment.

SELECTION PROCESS

All information concerning the qualifications includingany required documentation (diploma transcript certificate etc.) must besubmitted and received by the closing date. Information submitted after thisdate will not be considered. Applications that meet minimum and/or selectivequalifications will be referred to the hiring unit for interview will select those candidates most closely demonstrating thequalifications for the interview.

A resume and cover letter are strongly encouraged for this postion. Please upload one Word or PDF file thatincludes your combined resume and cover letter using the Transcript uploadfunction or via the JobAps Other tab.

EXAMINATION PROCESS

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.

BENEFITS

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

Flexible hours and hybrid teleworking
Paid holidays 12-13 per year
Generous paid leave package (annual sick personal and compensatory leave)
State Pension (defined benefit plan)
Tax-deferred supplemental retirement savings plans (401(k) and 457)
Comprehensive subsidized health dental and prescription plans with little to no deductibles free generic prescriptions and free preventative health services
Flexible Spending Account plans for Health Care and Daycare
State Employees Credit Union

To learn more please click this link:STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However if you are unable to apply online or having difficulty with your login or password please contact DBMs 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

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans status.

The paper application must be received by 5 pm close of business on the closing date for the recruitment no postmarks will be accepted. Incorrect application forms will not be accepted.

If you encounter difficulty attaching required or optional documentation you may contact Mercedes Peterman via email at Please be sure to include your name identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

Completed applications required documentation and any required addendums may be mailed to:

Maryland Department of Labor/ Office of Administration

Attn: Mercedes Peterman #26-

100 S. Charles Street Tower 1 Ste. 5000

Baltimore MD 21201

The MD State Application Form can be found online

Maryland Department of Labor is an equal opportunity employer. It is the policy of LABOR that all persons have equal opportunity and access to employment opportunities services and facilities without regard to race religion color sex age national origin or ancestry marital status parental status sexual orientation disability or veteran status.

Required Experience:

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