Operations Lead

Job Title: Operations Lead

Duration:12 months+ (possible extension for multiple years)

Location: Linthicum, MD, 21090

Client: Maryland Benefits/MD Think

CJAMS Operations team (Child Welfare and Adult Service)

Position Description: Seeking an experienced Operations Lead to oversee the day-to-day management, maintenance, and continuous improvement of a mission-critical web application supporting Child Welfare and Adult Services, including an integrated Provider Module. This role is essential to ensuring operational stability, compliance, user satisfaction, and service delivery efficiency within the Human Services domain.

Responsibilities Include:

1. Operational Oversight

• Maintain daily operations of the web application across Child Welfare and Adult Service functions.
• Ensure High availability, performance, and responsiveness of the application
• Coordinate system monitoring, incident response, and root cause analysis for operational issues

1. Stakeholder Management

• Work closely with Product Managers, development, QA, and support teams to ensure user needs are addressed.

1. Provider Module Operations

• Oversee onboarding, credentialing, and data management processes for service providers
• Ensure provider records are up to date and aligned with compliance requirements.

1. Compliance & Security

• Ensure the application complies with all relevant laws, regulations, and standards (e.g., HIPAA, state-specific mandates).
• Collaborate with security teams on audits, access control, and data protection protocols.

1. Process Improvement & Optimization

• Identify gaps and issues in current workflows and propose solutions.
• Support Change management initiatives and user adoption strategies.
• Maintain and refine SOPs (Standard Operating Procedures) and user documentation.

1. Reporting & Analytics

• Generate operational reports and dashboards for performance tracking and executive updates.
• Support data-driven decision making by providing insights from system usage and feedback.

Education: This position requires a Bachelor s degree from an accredited college or university with a major in computer science, information systems, engineering, business, or a related scientific or technical discipline; or three (3) years of equivalent experience in a related field.

General Experience: The proposed candidate must have at least Ten (10) years of experience in operations or product support, preferably in health or human services technology.

1. Familiarity with Comprehensive Child Welfare Information Systems (CCWIS), Adult Protective Services, or similar platforms.
2. Experience managing lifecycle operations.
3. Strong knowledge of IT service management (ITSM) practices.
4. Excellent communication, stakeholder management, and organizational skills.

Specialized Experience

1. Experience with Cloud-based case management solutions.
2. Working knowledge of public sector operations
3. Understanding of social services landscape