Program Manager- Local to MD, DC, VA

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.