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About the Position ###################################################### THIS IS AN INTERNAL "ONLY" JOB POSTING, AVAILABLE TO CURRENT MONTGOMERY COUNTY GOVERNMENT EMPLOYEES. #####################################################*# This Position is ONLY Open to Montgomery County Government Employees: Current Montgomery County Government employees; Montgomery County employees who were affected by a reduction-in-force and currently have RIF priority rights; Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns, or Project SEARCH Interns within 24 months of completion of internship. Please note: The salary range above represents this position's earning potential.

The anticipated hiring range for this position will be $85,937.00 to $137,907.00, based on the candidate's qualifications and experience. WHO WE ARE Montgomery County (MC) 311 Contact Center is the County's primary resource for non-emergency government information and services. We operate in a fast-paced, collaborative environment comprising customer service representatives, a dedicated training team, system support specialists, and knowledge portfolio managers

Together, we assist residents by handling approximately 415,000 calls each year, ensuring they receive accurate information and timely support. WHO WE ARE LOOKING FOR MC311 Contact Center is seeking a program manager-II, Grade N25, who will work with departments in the role of a liaison between their office and MC311 in the following areas: business improvement; escalations and problem resolution; writing and editing knowledge base articles (KBAs, which are information about programs and services), and perform quality assurance of service requests. What You'll Be Doing Serve as a liaison between MC311 and Montgomery County Government departments to ensure consistent communication, alignment of services, and accurate information sharing.

Lead and support business process improvement initiatives by reviewing current workflows, identifying gaps, and recommending enhancements to improve customer experience and operational efficiency. Write, edit, and maintain Knowledge Base Articles (KBAs) that provide accurate and up-to-date information on County programs, services, and departmental procedures. Conduct quality assurance reviews of service requests to ensure accuracy, completeness, and proper routing across participating departments.

Handle escalations by troubleshooting complex customer issues, coordinating with internal departments, and providing timely resolutions. Review and analyze feedback for the County's chatbot, Monty, to help refine content, identify issues, and improve the user experience. Serve as the primary point of contact for departmental inquiries related to MC311 procedures, documentation, and service request workflows.

Facilitate communication between MC311 and departments during service request updates, system changes, or operational adjustments. Track trends, recurring issues, and departmental needs to identify opportunities for enhanced service delivery and updated KB content. Participate in cross-departmental meetings, working groups, and project teams to ensure MC311 considerations are integrated into broader County initiatives.

Develop recommendations for policy or procedural changes that support consistency and accuracy in customer service across all departments served by MC311. Provide guidance, training, and support to departmental contacts on best practices for KB development, service request handling, and MC311 communication standards. Maintain documentation, reports, and metrics related to quality assurance, escalations, business process improvements, and KBA updates.

A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision. Minimum Qualifications EXPERIENCE: Five (5) years of professional experience in customer service, public-facing communication, or support roles within government agencies or similar environments. Experience should include writing and editing informational materials, providing quality assurance or review of service requests, handling escalations, troubleshooting issues, performing outreach activities with departments, and participating in business process improvement activities.

EDUCATION: Graduation from an accredited college or university with a Bachelor's Degree. EQUIVALENCY: An equivalent combination of education and experience may be substituted. A criminal background (credit history) check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.

Medical Protocol: This position requires successful completion of a pre-employment medical evaluation, which includes a physical examination and drug screening. Preferred Criteria, Interview Preferences All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Applicants who meet the minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview.

Preference for interviews will be given to applicants with experience in the following: Experience supporting contact (call) centers for government or business. Experience planning, organizing, and managing workload, including project management. Ability to work independently and as part of a team.

Strong oral and written communication skills, including effective collaboration and customer service experience. Ability to objectively evaluate and resolve complex situations. IMPORTANT INFORMATION The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position.

This evaluation is based solely on the information contained in the application/resume submitted for this specific position. Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law.

Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws. MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability

For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference. All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status.

Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview. This will establish an Eligible List that may be used to fill both current and future vacancies.

If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume. Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code.

Additional information about outside employment can be obtained from the Ethics Commission website.