What are the responsibilities and job description for the Service Integration & Modernization Program Manager (Program Manager II), Grade N25 position at Montgomery County, MD and Careers?
About the Position
“Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $$83,556 to $126,348, based on the candidate’s qualifications and experience.”
WHO WE ARE
Montgomery County is located adjacent to Washington, D.C., and with over one million residents, is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery County contains many major U.S. government offices, scientific research and learning centers, and business campuses.
The Department of Health and Human Services is responsible for delivering the County’s public health and human services, which meet the needs of our community’s most vulnerable children, adults, and seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2,000 employees, the Department of Health and Human Services is the largest County Department.
As a department, we believe the health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing, transportation, education, employment, health care, human services, safe neighborhoods, and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.
WHO WE ARE LOOKING FOR
The Department of Health and Human Services (DHHS) is currently recruiting for an enthusiastic and innovative Program Manager to lead critical service integration and modernization initiatives.
We are seeking a driven professional who is passionate about enhancing customer experience and improving public service delivery. This role is a fantastic opportunity for someone who thrives on solving
What You'll Be Doing
This position operates at the critical intersection of high-volume public service and complex technology within one of the largest local government agencies. The work directly impacts an infrastructure supporting over 2,000 employees and is responsible for enhancing the service experience for more than 100,000 clients across the county.
The role involves the end-to-end management of multi-year, mission-critical projects that define the client experience and is immersed in a dynamic and highly interconnected operational platforms comprised of 20 major systems (e.g., electronic health record, case management, client portal, queue management). Success requires navigating a system environment where changes in one application have ripple effects across others, demanding a holistic, end-to-end perspective.
The position involves constant engagement and negotiation with numerous stakeholders, including DHHS executive leadership, program directors, frontline staff, external system developers, and the client base. This requires superior communication and consensus-building skills to translate diverse needs into technical requirements.
The incumbent acts as the essential technical and operational liaison between program leaders and system developers. This involves independently managing all phases of the system development lifecycle—from gathering requirements and developing business logic to conducting user acceptance testing (UAT) and submitting change requests. A significant portion of the role involves establishing and enforcing project timelines for development teams to ensure new systems are deployed on schedule.
Project Management and Service Integration Includes:
- Lead service improvement and change management projects, ensuring program modernization, data management, human-centered design, and operational process improvement.
- Provide technical assistance for service integration efforts, specifically acting as the liaison between system developers and program leaders to operationalize "painless navigation" for clients.
- Manage all phases of system development for major HHS projects (e.g., client portal, case management system, electronic health record, queue management system), including requirements gathering, user acceptance testing (UAT), tracking changes, and submitting requests for modifications.
- Establish and manage project timelines for developer releases and hold development teams accountable to established schedules.
Customer Experience and Problem-Solving Facilitation Includes:
- Convene and facilitate collaborative workgroups to translate analytical findings into actionable improvements for business strategy, government policy, and service delivery.
- Manage customer service inquiries (e.g., Client Portal mailbox) and identify issues to develop and implement systemic solutions that improve service delivery and reduce no-show rates.
- Monitor customer spaces, such as DHHS lobbies, to ensure effective client flow, proper system function, and clear signage, actively working to improve the on-site customer experience.
- Act as the primary advocate for the client and frontline staff, applying human-centered design principles to all projects. The priority is designing systems based on how people actually use them and what services clients actually need, not just technical specifications.
- Manage the physical and digital customer experience, monitoring DHHS lobbies, ensuring effective client flow, and quickly identifying and resolving systemic issues that degrade the quality of in-person service.
Business Process Analysis and Implementation Includes:
- Conduct comprehensive process mapping and program reviews for various service areas, documenting critical components to inform future system designs.
- Prepare preliminary process flows and develop business logic, ensuring that all program requirements and critical components are properly incorporated into new or improved system designs.
- Continuously review system designs (e.g., Client Portal website) against program requirements and customer needs, quickly identifying and relaying necessary changes to the development team to design intuitive, accessible, and simple, user interfaces.
- Perform other job-related responsibilities as assigned.
The selected candidate for this position will be required to do site visits to various county offices.
Minimum Qualifications
Education: Graduation from an accredited college or university with a Bachelor's Degree.
Equivalency: An equivalent combination of education and experience may be substituted.
License: Possession and maintenance at all times of a valid Class “C” (or equivalent) driver’s license from the applicant's state of residence.
Preferred Criteria, Interview Preferences
Preferred Criteria:
The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevance of training, and experience in the following areas:
- Experience defining and signing off on the system acceptance criteria for a major client-facing application.
- Experience developing technical requirement documents (e.g., BRD, user stories) used for implementing a new automated system.
- Experience leading a multi-party workgroup tasked with resolving complex, cross-departmental operational conflicts.
- Experience utilizing performance metrics (KPIs) to justify and measure the success of a process improvement initiative
Interview preference criteria will be used pertaining to:
- Describe your experience serving as a primary liaison between program subject matter experts and IT development teams for the design, development, and User Acceptance Testing (UAT) of major client-facing systems (e.g., electronic portals or case management systems)
- Describe your experience leading projects to process-map existing service delivery workflows (especially in human services) and translating those processes into requirements for system modernization or automation.
- Can you provide an example of a time you successfully convened and facilitated a collaborative workgroup of diverse internal and external stakeholders (like community partners or multiple service areas) to resolve a complex operational problem or implement a major service change?
- List experience utilizing data analytics or program review outcomes to independently design and implement a specific improvement aimed at enhancing customer experience or service efficiency (e.g., reducing no-show rates, automating a paper-based process, or improving data capture)
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.
Salary : $83,556 - $134,086