Program Manager, Municipal , Operations Manager ; NCS - BCIT

Position: Program Manager, Municipal ID, Operations Manager I (NCS) - BCIT
Program manager, municipal , operations manager i (ncs) - bcit page is loaded## program manager, municipal , operations manager i (ncs) - bcitlocations:
401 e fayette sttime type:
full time posted on:
posted yesterday time left to apply:
end date: may 27, 2026 (30+ days left to apply) job requisition :
r0016396
** this is a non-civil service position
***** salary range:******$ - $ annually
****** hiring salary range:******$ -*** ***$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:
** job summary
** the program manager/coordinator is responsible for leading day-to-day community distribution and operational delivery of the municipal  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…