Program Manager
Hybrid- 2 days per week onsite
Client- MSDE
Location- Baltimore, Maryland
Role purpose
3+ High school/Associate
MSDE/Maryland Experience Preferred
Leads the contract, directs transition and steady-state operations, serves as the primary point of coordination with
MSDE, and integrates case management, payment processing, customer service, quality, reporting, and technical
support workstreams.
Core responsibilities
- Own the contract work plan, integrated schedule, milestones, and deliverables for transition and steady-state
operations.
- Serve as the primary operational counterpart to MSDE leadership and coordinate issue resolution, decisions,
escalations, and status reporting.
- Oversee staffing sufficiency, work allocation, SLA performance, quality trends, backlog management, and
corrective action planning.
- Direct cross-functional coordination among case operations, payment operations, customer service, QA, fraud,
training, reporting, and technical support teams.
- Lead transition readiness reviews, stabilization activities, and governance meetings.
- Review and approve monthly operating reports, performance dashboards, and remediation plans.
Recommended minimum qualifications
Bachelor’s degree preferred in public administration, business, education, information systems, or a related field.
Eight or more years of progressively responsible program, operations, or vendor-management experience; at least
three years in a leadership role overseeing regulated public programs, managed services, or complex operations.
Strong command of operational governance, reporting, service-level oversight, and cross-functional coordination.
Minimum years of experience criteria
- 8+ years total relevant experience
- 3+ years in program leadership, vendor management, or operations leadership
- Direct MSDE, CCATS, Child Care Scholarship, Maryland public sector, or large public assistance program
experience strongly preferred
Preferred qualifications
- Direct MSDE, Maryland State agency, or Maryland public sector experience.
- Direct Child Care Scholarship, child care subsidy, early childhood, education operations, or public benefits
administration experience.
- Experience overseeing a vendor-operated case management and provider payment environment.
- Working knowledge of CCATS, OnBase, Five9, Salesforce portals, or comparable integrated public program
systems.
- Experience supporting audits, federal monitoring, and policy/procedure implementation.
Ideal prior experience for this procurement
Former or current MSDE/DEC or Maryland public sector program manager, operations manager, or vendor lead
with direct Child Care Scholarship exposure. Candidates who have supported vendor oversight, portal changes,
QA/SLA reviews, and audit response should be prioritized.
