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About the role

Maryland’s Family and Medical Leave Insurance (FAMLI) program provides paid time off for workers in the state to handle medical and family needs. It is a large public insurance service, supporting 2.6 million workers and 180,000 employers through a digital, web-based system. The Customer Care function is the first contact point for employers and workers, and it plays a central role in delivering clear, compassionate, and effective help.

This opening is restricted to employees currently working for the Maryland Department of Labor.

The Customer Care Manager sits within the Customer Care Directorate in the Division of Family and Medical Leave Insurance (FAMLI), part of the Services team. This role leads Supervisors, Team Leads, Customer Care Specialists, and Customer Care Agents, helping ensure working Marylanders can access the support they need when they need time away from work.

Key duties

Keep service standards high while supporting employers and workers across all areas handled by FAMLI, including claims processing, tax collection, dispute handling, benefits integration, insurance regulation, and marketplace functions.
Work with the Deputy Director of Customer Care to carry out strategic plans for the directorate.
Assess staffing requirements by reviewing workload patterns, trends, and historical call volume.
Partner with the Deputy Director, Policy teams, and other directorates to build and maintain policies, procedures, SOPs, handbooks, and workflows, then track how well they work.
Support the operating model, standards, and controls used by Customer Care to meet performance objectives.
Maintain OKRs and KPIs for the team in line with FAMLI values and customer care goals.
Coordinate with Quality Assurance to confirm service quality expectations are met.
Review customer service data and prepare regular reports on team output, customer satisfaction, and operational efficiency.
Work with Training to address service gaps through refresher training.
Anticipate future support needs and drive continuous improvement efforts.
Coach and develop frontline supervisors and team leads.
Oversee supervisor schedules and approve leave so staffing levels remain adequate.
Monitor contact center technology to ensure customer interactions are handled quickly and efficiently and performance targets are achieved.
Prepare and review recurring service reports to track individual and team performance.
Coordinate with other departments to simplify administrative work and improve organizational efficiency.
Support the creation and rollout of Customer Care processes and procedures.
Plan, coordinate, supervise, and evaluate the work of subordinate supervisors.
Mentor and train new and existing employees, including onboarding support.
Represent the Deputy Director in cross-functional meetings and initiatives, promoting customer-centered approaches.
Lead special customer care improvement and innovation projects assigned by the Deputy Director or Director, excluding Build project items.
Carry out other related leadership tasks as needed.

Minimum qualifications

Applicants must have completed high school or earned an equivalent credential. They also need at least four years of customer service experience in a call center setting, including handling inquiries, resolving issues, and sharing information, plus two years of supervisory experience in a general call center or customer service environment.

Substitutions and preferred background

Up to four years of the required general call center or customer service experience may be replaced year-for-year with 30 college credit hours from an accredited college or university. Military service as a non-commissioned officer may also be substituted year-for-year for the required experience.

Preferred qualifications include a bachelor’s degree in a relevant field such as Public Administration, Business Administration, Social Work, or Customer Service. Experience using CRM tools, especially Salesforce, is desirable, as is proficiency with Microsoft Office (Word, Excel, PowerPoint) and Google Suite.

Selection and screening

Only Maryland Department of Labor employees may be considered for this recruitment. Candidates must provide complete qualification details and any supporting documents by the closing date, since late submissions will not be reviewed. Selection is based on the information in the application, and successful applicants may be placed on the eligible list for at least one year.

A resume and cover letter are strongly encouraged, and they should be uploaded together as one Word or PDF file using the Transcript upload option or the JobAps Other tab. Only information included in the application will be used during review.

The evaluation may rely on a review of education, training, and experience. Applicants should complete the application carefully and include all relevant background, along with any required documents such as diplomas, transcripts, certificates, or licenses. Supplemental questionnaire responses must match the application to receive credit.

Special requirements

All candidates are subject to a background review against Division of Unemployment Insurance records to determine whether any unemployment insurance overpayment or fraud debt is owed. Any unpaid balance may affect the offer of employment. Employees in this class may have access to federal tax information and may also be required to pass a state and FBI criminal background check as a condition of employment.

Benefits

This is a full-time, permanent position with full State benefits. Benefits include flexible hours and hybrid teleworking, 12 to 13 paid holidays each year, a generous leave package covering annual, sick, personal, and compensatory leave, and a State Pension defined benefit plan.

Additional benefits include tax-deferred retirement savings options through 401(k) and 457 plans, subsidized medical, dental, and prescription coverage with little to no deductible, free generic prescriptions, free preventive care, Flexible Spending Accounts for health care and daycare, and access to the State Employees Credit Union.

Application instructions and other notes

Online application submission is strongly preferred. If online access is not possible, or if there are issues with login or password access, applicants may contact DBM’s Helpdesk at (410) 767-4850 between 8:00 AM and 5:00 PM daily except holidays and weekends, or email Application.Help@maryland.gov after business hours.

U.S. Military Veterans may receive additional certification bonus points. Any offer will depend on the candidate providing a DD 214 showing honorable discharge before employment begins, and it may be requested before interview. Permanent State employees do not need to provide veteran proof.

If there are problems attaching required or optional documents, candidates may contact Erika Leonard-Anderson by email at erika.leonard-anderson1@maryland.gov. Include your name, Easy ID number, and job announcement number on any documentation so it can be processed promptly. Do not fax or email documents unless specifically requested.

Completed applications, required documentation, and any addendums may be mailed to Maryland Department of Labor / Office of Administration, Attn: Erika Leonard-Anderson 26-001290-0002, 100 S. Charles Street, 5th Floor, Baltimore, MD 21201. The Maryland Department of Labor, Licensing and Regulation is an equal opportunity employer and provides equal access to employment, services, and facilities regardless of race, religion, color, sex, age, national origin, ancestry, marital status, parental status, sexual orientation, disability, or veteran status.

Role details

Grade: 16. Location of position: Remote.

Customer Care Manager