Deputy Director, Department of Consumer Protection and Business Licensing - Operations Manager I

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.

The Deputy Director of Consumer Protection and Business Licensing for the City of Baltimore is a visible and key member of the Leadership Team. The Deputy Director provides oversight and implementation of all strategies, systems, and policies for the department. This role provides support to the Director of Consumer Protection and Business Licensing. This position will directly supervise professional and technical support workers.

Employees in this class work a conventional work week, subject to evening or weekend hours as required. Work is performed in an office where there are few uncomfortable or hazardous working conditions.

Work requires minimal physical exertion.

(The following examples illustrate the work performed in the positions in the class. Positions may require some or all of these examples depending on the organization of work within the agency. This list is not

inclusive. A position may require related duties not listed, if necessary, to accomplish the work of the agency.)

Legislative

• Supports the Director in implementing the legislation establishing the Department of Consumer Protection and Business Licensing, including organizational development, regulatory coordination, enforcement integration, operational restructuring, and interagency collaboration.
• Oversees the development and implementation of administrative policies, enforcement protocols, regulatory guidance documents, subpoenas, legal reviews, administrative enforcement actions, hearings, compliance matters, and regulatory interpretation.
• Ensures operational consistency and compliance with applicable laws and regulations.
• Assists in the development of legislative recommendations, regulatory updates, and policy initiatives related to consumer protection, licensing, enforcement, and business regulation.

Operations

• Manage the investigation and resolution of complaints about unfair, abusive, or deceptive business practices, including enforcement against businesses operating without a business license and improper licensing.
• Manages the business licensing application and renewal process and the revocation or suspension of licenses of businesses violating relevant local laws.
• Leads board relations, including administering board meetings, hearings, and legislative mandates.
• Provides administrative oversight and accountability for the fiscal, budget, personnel, and other administrative functions and programmatic operations of the Department.

• Oversees the development and implementation of enterprise performance management systems, operational dashboards, key performance indicators (KPIs), and data analytics tools to monitor licensing, enforcement, customer service, and regulatory outcomes.
• Leads operational modernization and technology initiatives, including implementation of licensing, permitting, case management, inspection, and customer relationship management systems.
• Oversees data governance, reporting, records management, and performance analysis to support transparency, operational accountability, and data-driven decision-making.
• Develops and implements operational strategies to improve customer experience, streamline regulatory processes, reduce processing timelines, and strengthen public trust in government services.

A Master’s degree from an accredited college or university in Public Administration, Business Administration, Law, Consumer Affairs, Public Policy, Regulatory Affairs, Information Systems, or a related field, and six (5) years of progressively responsible management experience in regulatory operations, consumer protection, licensing administration, enforcement, and customer service or related fields.

OR

A Juris Doctor (J.D.) degree, strong legal or regulatory compliance background, or experience supporting administrative enforcement and regulatory review processes is highly desirable, and at least three (3) years of experience supervising professional or managerial staff is preferred. Equivalent combinations of education and experience may be considered

• 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.
• Demonstrated understanding of 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.
• Strong knowledge of administrative law, regulatory compliance, consumer protection frameworks, and enforcement procedures.
• Experience reviewing, interpreting, and implementing legislation, regulations, policies, and legal guidance related to consumer protection, licensing, and regulatory operations.
• Experience leading enterprise technology modernization initiatives, including implementation of licensing systems, case management platforms, permitting software, customer service systems, or other operational technologies.
• Strong analytical and performance management capabilities, including experience developing KPIs, operational dashboards, data reporting systems, and performance improvement strategies.
• Ability to analyze operational data and use performance metrics to improve service delivery, enforcement effectiveness, and organizational accountability.
• Ability to balance strong regulatory enforcement with customer service, transparency, and equitable service delivery principles.
• Strong community engagement experience

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 is required and eligibility to obtain a Baltimore City driver’s permit.

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.

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

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 accommodations during the hiring process should contact the Department of Human Resources directly. Requests for accommodations should not be

attached to the application.