Performance Program Manager, Operations Officer II

THIS IS A NON-CIVIL SERVICE POSITION

Salary Range:

$78,588.00 - $125,740.00 Annually

Hiring Salary Range:

$78,588.00 - $102,164.00 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: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Job Summary

The Baltimore City Department of General Services (DGS) is seeking an Operations Officer II (Performance Program Manager) to join its Office of Project and Performance Management (OPPM). The Department of General Services is the backbone of Baltimore City Government, supporting city vehicles, properties, and energy utilization. The agency consists of more than 350 employees and has an annual operating budget of $111 million in addition to a $20 million (FY23) capital budget. Our vision is to be committed to providing healthy work environments and safe, reliable vehicles for City employees by delivering high quality and cost-effective support services to City agencies who serve Baltimore’s citizens and stakeholders. Our mission is to deliver cost-effective, high quality, reliable and sustainable services by managing quality facilities, ensuring efficient fleet operations, and maintaining exemplary administrative customer service that supports Baltimore City agencies and the advancement of their goals. This position will serve a critical role in developing, analyzing, and reporting performance measures; supporting agencywide data governance initiatives; conducting quantitative, statistical, and spatial analyses; and providing actionable insights to executive leadership. The Operations Officer II will play an integral role in managing and executing key components of the DGS Performance Management Program, including performance reporting, strategic planning initiatives, operational assessments, and cross-divisional analytics projects. This position operates within a matrix management environment and collaborates with leadership, analysts, and subject matter experts across all DGS divisions, including Fleet Management, Facilities Management, Capital Projects, Energy, Human Resources, Fiscal, and Communications, to advance data-driven decision making and strengthen organizational performance.

Essential Functions

Program & Project Management:

• Supports the execution of key components of DGS performance management activities through stakeholder coordination, performance measure tracking, data analysis, reporting, and meeting facilitation.
• Coordinates with divisions to collect, validate, and monitor performance data, identify trends, and support performance reporting and operational assessments.
• Manages assigned projects and analytical initiatives through project planning, cross-functional coordination, operational analysis, and program support activities.
• Monitors milestones, deliverables, risks, and outcomes and provides timely updates, analyses, and recommendations to support decision making.
• Supports process improvement efforts through the application of performance management and organizational effectiveness practices and provides technical assistance, training, and administrative support to advance departmental objectives and operational effectiveness.

Data Management & Analysis Activities:

• Performs data collection, data management, statistical analysis, spatial analysis, data cleaning, and data visualization activities to generate accurate and actionable insights.
• Develops, implements, and maintains performance measurement systems, Key Performance Indicators (KPIs), dashboards, and interactive reports that support operational and strategic decision making.
• Sources, integrates, and analyzes data from multiple systems to identify trends, measure performance, and recommend opportunities for improvement.
• Develops and supports automated workflows, reporting solutions, and analytical tools that improve efficiency, data quality, and reporting consistency.
• Applies emerging technologies, including generative artificial intelligence, to streamline data preparation, analysis, and communication processes through tested, reproducible, and measurable practices.

Administrative and Managerial Support:

• Collaborates with analysts, project managers, supervisors, and subject matter experts across DGS divisions to coordinate activities and advance agency priorities within a matrix management environment.
• Facilitates meetings, projects, and cross-functional initiatives by coordinating stakeholders, tracking action items, and ensuring effective communication.
• Reviews reports, presentations, correspondence, and other work products for accuracy, clarity, and consistency.
• Supports the development and improvement of standard operating procedures, templates, and administrative processes to enhance organizational effectiveness.
• Promotes collaboration, inclusion, knowledge sharing, and strong working relationships across divisions.
• Helps address organizational challenges, workplace concerns, and process inefficiencies through sound judgment, professionalism, and conflict resolution.
• Supports OPPM leadership in executing strategic priorities, monitoring progress, and advancing agency initiatives.

Management of Ad Hoc Assignments:

• Leads and manages special projects, strategic initiatives, and ad hoc assignments in support of departmental priorities and executive leadership objectives.
• Analyzes business processes, service delivery models, organizational performance, and information flows to identify challenges, recommend solutions, and implement improvements within and across DGS divisions.
• Conducts research, develops recommendations, and coordinates stakeholders to support timely and effective execution of high-priority initiatives assigned by the OPPM Deputy Chief.

Minimum Qualifications

Education: A bachelor’s degree in business administration, Public Administration, Management, or related field from an accredited college or university.

Preferred Education: A bachelor’s degree from an accredited college or university in Public Administration, Public Policy, Economics, Business Administration, Data Science, or a related field.

AND

Experience: Four (4) years of experience in professional-level administrative, operations, or technical work. Previous work lead experience may be required.

Preferred Experience: Four (4) years of progressively responsible professional experience in performance management, program management, business intelligence, data analytics, program evaluation, strategic planning, operational analysis, or related work, including leading or supervising staff, projects, programs, or cross-functional teams; developing and monitoring Key Performance Indicators (KPIs); creating dashboards, executive reports, and briefing materials; using Microsoft Power BI or similar data visualization and reporting tools; analyzing data from multiple sources to support decision making and performance improvement; facilitating stakeholder engagement and collaboration; and working effectively within a matrix management environment.

OR

Equivalency Notes: Have an equivalent combination of education and experience.

Licenses, Registrations, and Certificates: 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, may be required. 

Knowledge, Skills, and Abilities

• Demonstrated knowledge of performance management, public administration, project management, organizational effectiveness, and continuous improvement principles and practices, including the ability to support strategic planning, operational decision making, and performance improvement initiatives.
• Demonstrated ability to perform statistical analysis, spatial analysis, data management, data cleaning, data visualization, and performance measurement activities, and to evaluate, interpret, and communicate complex data, reports, and performance metrics in a clear, accurate, and actionable manner.
• Ability to independently research, analyze, and resolve complex problems, special projects, and operational challenges with minimal supervision while exercising sound judgment and discretion.
• Demonstrated ability to lead through influence, build trust and consensus among diverse stakeholders, facilitate collaboration, resolve conflicts, and effectively coordinate teams and resources within a matrix management environment.
• Strong written and verbal communication skills, including the ability to prepare reports, presentations, briefing materials, and other business communications and to effectively represent the Department before leadership, governmental bodies, community organizations, business groups, and other stakeholders, as required.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy, professionalism, responsiveness, integrity, accountability, and customer service.

Additional Information

Background Check

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.

Probation

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

Financial Disclosure

This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. The initial financial disclosure must be submitted within 30 days of hire.

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 accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER