CitiStat Program Manager, Operations Manager I (NCS) - Mayor's Office of Performance and Innovation

THIS IS A NON-CIVIL SERVICE POSITION
 

Salary Range:    

$99,053.00 - $163,237.00 Annually
 

Get to Know Us
Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Job Summary   
The CitiStat Program Manager (Operations Manager I) serves as the principal analyst for Baltimore’s CitiStat program and citywide performance management functions. Providing advanced analytical support, facilitation, and quality assurance to drive performance improvement and accountability across city government. This role does not manage staff but works closely with the OPI leadership, analysts, and agency partners to ensure our work is effective, actionable, and results-oriented.Reporting to the Deputy Chief Performance Officer, the Program Manager is responsible for coordinating and facilitating CitiStat sessions, conducts data analysis, ensures rigorous QA of deliverables and provides coaching to analysts. This role helps agencies use data to identify operational challenges, develop solutions, and track progress on key performance indicators (KPIs). The Program Manager is a champion of data-driven decision-making, process improvement, and transparency.

Essential Functions   

• Provide quality assurance, including developing CitiStat’s quality assurance process and coaching to CitiStat analysts, supporting skill development in program evaluation, analytics, and communication.
• Optimize CitiStat processes, ensuring consistency in engagement, planning, deliverables, and use of data; Develop and maintain systems for tracking performance data, outcomes, and follow-up actions from CitiStat sessions.
• Lead planning and follow-up for CitiStat sessions, ensuring sessions are structured, impactful, and aligned with city priorities.
• Provide leadership, analytical, and facilitation support for the citywide performance management process.
• Collaborate with agency leaders, OPI colleagues, and the community to identify and pursue high-impact opportunities for service improvement
• Analyze data from city agencies to assess performance, identify challenges, and develop actionable recommendations; Prepare data visualizations, reports, and presentations that translate complex information into clear, actionable insights for city leadership.
• Perform other related duties as assigned to support CitiStat, citywide performance planning, and process improvement initiatives.

Supervision given: This is an individual contributor role; Operations Managers may supervise 1+ supervisor directly and a small staff indirectly of administrative, technical or professional positions.

Supervision received: Senior managerial direction (regular status updates) typically from an Operations Director or equivalent.

Employees in this class work a conventional work week. This position is required to work evening and weekend hours and 24-hour callback in an emergency. Work is performed in an office where work conditions are normal. Work requires minimal physical exertion.

Minimum Qualifications

Education: Have a bachelor’s degree in public administration, business administration, management, or a related field from an accredited college or university.
 

AND
 

Experience: Have six (6) years of management or analyst experience, including at least three (3) years in performance management, data analysis, or public sector operations.

OR

Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge, Skills, and Abilities     
Program Analysis

• Advanced analytical and data interpretation skills, with experience using data to drive performance management and accountability.
• Strong facilitation, communication, and presentation abilities, including translating data for non-technical audiences.
• Demonstrated experience in quality assurance, program evaluation, and process improvement.
• Ability to coach, support, and collaborate with a team of analysts in a fast-paced, public-sector environment.
• Proficiency in analytics and performance management tools (Excel, Power BI, SQL).
• Excellent organizational, project management, and stakeholder engagement skills.
• Deep understanding of public sector operations, performance frameworks, and the CitiStat model.

Operations Management.

• Knowledge of the principles, practices and procedures of business and public administration.
• Knowledge of standard office management methods.
• Knowledge of organizational structure, staffing patterns and administrative controls.
• Ability to plan, organize, and direct the work of others.
• Ability to present recommendations clearly and concisely.
• Ability to exercise judgment and discretion in applying and interpreting departmental policies, laws, rules, regulations and procedures.
• Ability to develop and install program procedures.
• Ability to speak and write effectively.
• Ability to maintain confidentiality of sensitive information.
• Ability to communicate effectively with co-workers, staff of other agencies and the general public.

Additional Information 

Background Check    
Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening, and must be successfully completed.

Probation    
All persons, including current City employees, selected for this position must complete a 6-MONTH mandatory probation.

Financial Disclosure
This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. The initial financial disclosure must be submitted within 30 days of hire.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression, or any other characteristic protected by federal, state, or local laws.  Applicants requiring accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER