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City of Baltimore · 1 month ago

Director of Consumer Protection and Business Licensing - Operations Manager II

Baltimore, MD

Full-time

Onsite

Director/Executive

$105K/yr - $173K/yr

8+ years exp

The City of Baltimore is seeking a Director of Consumer Protection and Business Licensing, a key member of the Leadership Team. This role involves providing leadership and guidance on strategies and policies to protect consumer rights and enforce business licensing requirements while supervising senior management staff.

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Responsibilities

Plans, directs and administers all aspects of an agency’s programs that have broad scope and major impact on agency missions and operations

Oversees the receipt, investigation, and resolution of complaints of unfair, abusive or deceptive business practices, including misrepresentations of consumer services and commodities, false advertising, and other violations of local consumer protection and business licensing laws

Oversees the issuance of permits and business licenses. Investigates complaints of businesses operating without a license, improper licensing, or violating the terms of business licensing. Set licensing fees

Oversees the business licensing, licensing renewal process and the revocation or suspension of licenses violating relevant local laws

Provides administrative leadership, oversight, and accountability for the fiscal, budget, personnel, and other administrative functions and programmatic operations of the Department

Formulates departmental policy and procedures, directs the execution of policies and procedures, and evaluates performance and results

Oversees the development of administrative procedures for investigating complaints from consumers, businesses, and those engaging in violations of local consumer protection and business licensing laws

Recommends to the Board the adoption of new legislation or changes in existing legislation governing consumer protection and licensing

Monitors and analyzes consumer feedback and trends

Ensures compliance with consumer protection laws and guidelines

Conduct training for staff on consumer relations and service excellence

Establishes and evaluates program goals, standards and controls to meet program objectives

Determines organizational structure and staffing needs of the program(s)

Oversees the development and training of staff

Plans, coordinates, supervises and evaluates the work of subordinate supervisors

Represents the agency in a liaison capacity with managers and officials of other agencies concerning program activities

Performs related work as required

Qualification

Consumer protection lawsBusiness licensingManagement principlesBudget managementStrategic planningCrisis managementCustomer satisfactionLeadershipCommunication skills

Required

A Master's degree from an accredited college or university in Business Administration, Public Administration, Consumer Affairs, Law or related field

Eight (8) years of experience as a senior manager, project manager, or subject matter expert

One (1) year of experience managing heterogeneous functions through subordinate supervisors

A valid Maryland Class C Noncommercial driver's license, or an equivalent out-of-state driver's license acceptable to the Office of Risk Management

Eligibility to obtain a Baltimore City driver's permit

Knowledge of the principles, practices, and techniques of management to plan, formulate, analyze, integrate and implement broad programmatic and business strategies and policies

Strong vision for the department that embodies the following core values, transparency, diversity, inclusion, equity, accountability, and transformation

Provides leadership and guidance to managerial level staff in meeting the department's goals and mission statement

Directs managers in evaluating departmental operations and overseeing the development and modification of work standards, policies, and procedures

Plans and directs administrative support functions including budget and personnel administration records management, procurement services, and information technology

Outstanding skills in communicating and interacting with the media, community organizations, elected officials, and the general public

Strong administrative and managerial track record, including overseeing staff and organizational planning and development, strategic and operational planning, budget management, process improvement, data-driven decision-making and crisis management

Experience in the use of management and organizational principles, and technology necessary to analyze, evaluate, and manage organizational programs and resources

Ability to interpret consumer protection laws and regulations

Ability to work collaboratively with consumers and groups from diverse backgrounds

Proven track record of improving customer satisfaction and resolving complex issues