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Director Of Customer Care

Recruitment #24-005479-0017


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. 




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.


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.



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



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


  • 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 to achieve mastery in your field, and are energized by a mission-driven organization 
  • You're a strong and inclusive leader who loves helping teams grown to meet difficult challenges
  • You're an excellent collaborator
  • You are excited about solving complex human and organizational issues
  • You're an organized person who has experience coordination complex projects
  • You're great at delegating ownership to capable people


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 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 in the college transcript upload function under the “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. A technical interview may also be included in the process.


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
  • 6 addition "personal days" at the beginning of every year
  • Generous paid leave package (annual, sick, personal and compensatory leave)
  • State Pension ("defined benefits" plan)
  • Tax-deferred supplement retirement savings plans (401(K) and 457)
  • Free parking
  • Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services
  • Flexible Spending Account plan for Health Care and Daycare
  • State Employees Credit Union
To learn more, please click this link:




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. 

If you are unable to apply online, or 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.


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

MDOL Office of Human Administration
Attn: 24-005479-0017
1100 N. Eutaw Street, Rm. 101
Baltimore, MD 21201

The MD State Application Form can be found online

Please contact or 410-767-3417 for additional information concerning this recruitment. Online applications are strongly preferred. 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 to the JobAps "Other" tab."

Maryland Department of Labor, is an equal opportunity employer. It is the policy of DOR 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.


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