Program Manager, Municipal ID, Operations Manager I (NCS) - BCIT

THIS IS A NON-CIVIL SERVICE POSITION
 

Salary Range:    

$101,034.00 - $166,502.00 Annually

Hiring Salary Range:  

$101,034.00 - $125,000 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 Program Manager/Coordinator is responsible for leading day-to-day community distribution and operational delivery of the Municipal ID card program. This role supervises a small team of Community Relations Representatives who serve as card processors and support community engagement activities. The Program Manager/Coordinator ensures efficient card distribution operations, manages mobile and pop-up enrollment and distribution efforts, coordinates events with internal and external partners, and implements training and performance standards for frontline staff. This role requires strong operational leadership, high attention to detail, customer service excellence, and the ability to collaborate across City agencies and trusted community stakeholders to ensure equitable, accessible, and consistent service delivery.

Essential Functions     
Program Operations & Card Distribution Oversight

• Lead daily operations for card processing, issuance, and distribution in alignment with program policies and service standards.
• Oversee end-to-end workflows including intake readiness, documentation review processes, production coordination, card inventory tracking, and distribution scheduling.
• Manage mobile distribution logistics, including staffing plans, equipment readiness, secure transport of materials, and on-site set-up/close-out procedures.
• Track distribution activity and identify operational risks, bottlenecks, or service gaps; recommend improvements to increase efficiency and accessibility.

Team Supervision & Performance Management

• Supervise and support a team of Community Relations Representatives serving as card processors and engagement staff.
• Establish work plans, daily schedules, and coverage plans for stationary and mobile operations.
• Provide coaching, feedback, and performance monitoring to ensure consistent service quality and compliance with program requirements.
• Promote a supportive, trauma-informed, culturally responsive, and resident-centered environment for frontline staff.

Community Engagement & Event Coordination

• Plan, coordinate, and staff community-based card distribution events and pop-up operations in partnership with internal City agencies and external community organizations.
• Maintain strong relationships with trusted stakeholders and partners to improve outreach, participation, and resident experience.
• Ensure event planning includes clear roles, operational checklists, accessibility considerations (language and disability access), and contingency planning.
• Support community engagement strategies that align card distribution operations with broader goals related to inclusion, access, and trust.

Training Implementation & Standardization

• Implement onboarding and refresher training for card processing staff, including customer service, documentation requirements, privacy protocols, and workflow tools.
• Maintain training materials, quick-reference guides, and standard operating procedures (SOPs) for consistent program delivery.
• Coordinate cross-agency training to ensure other public-facing staff understand and accept program-issued cards when applicable.

Reporting & Continuous Improvement

• Maintain accurate reporting on program activity including volume metrics, event outcomes, staff productivity measures, and service quality indicators.
• Use operational data and resident feedback to recommend improvements to workflows, partner event execution, and customer experience.
• Support grant, compliance, and performance reporting requirements as assigned.

Minimum Qualifications
Education: Have a bachelor’s degree in public administration, Social Work, Communications, Business, Project Management, or a related field.

AND
 

Experience: Have 2–4 years of experience in program operations, community-based service delivery, event coordination, or similar work 1+ year of supervisory experience (or demonstrated experience leading teams, schedules, and performance accountability) Experience working with community-based partners, service delivery programs, or resident-facing operations strongly preferred. Preferred Qualifications Experience managing enrollment, intake, or credentialing/verification processes (e.g., ID programs, benefits programs, customer service centers) Familiarity with SOP development, and staff training implementation Multilingual capability or experience working in multilingual service environments Experience coordinating mobile services, pop-ups, or field operations Knowledge of equity, inclusion, and barrier-reduction strategies for vulnerable populations

OR

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

Licenses, Registrations, and Certificates: Have a valid Maryland Class C Noncommercial driver's license or an equivalent driver's license and be eligible to obtain a Baltimore City driver’s permit. PROVISIONAL DRIVER’S LICENSES ARE NOT ACCEPTABLE. 
 

NOTE: YOU MUST UPLOAD A COPY OF YOUR VALID DRIVER’S LICENSE WITH THE APPLICATION AT THE TIME OF APPLYING. 

Knowledge, Skills, and Abilities    

• Knowledge, Skills, and Abilities Strong experience supervising frontline staff and coordinating day-to-day program operations
• Excellent event planning, logistics coordination, and partner relationship management
• High attention to detail with ability to maintain quality standards and ensure policy compliance Strong communication and interpersonal skills, including conflict resolution and customer service leadership
• Ability to operate effectively in community settings and represent the program with professionalism Cultural competency and commitment to equity-driven service delivery
• Ability to manage multiple priorities, shifting timelines, and field-based operations
• Comfort with data tracking, performance reporting, and basic operational metrics
• Working knowledge of privacy and secure handling expectations for resident information

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