Senior Director of Programs - Boston, MA, United States - Office of Consumer Affairs and Business Regulation

Description

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Job Description - Senior Director of Programs

Job Description

Senior Director of Programs

Description

About the Organi zation:

The Office of Consumer Affairs and Business Regulation (OCABR) is a state agency within the Executive Office of Economic Development and is responsible for protecting consumers through advocacy and education. The Office of Consumer Affairs works to ensure that the businesses our agencies regulate treat all Massachusetts consumers fairly. The Division of Banks ("DOB"), Division of Insurance ("DOI"), Division of Occupational Licensure ("DOL"), Division of Standards ("DOS"), and Department of Telecommunications and Cable ("DTC") all fall under the OCABR umbrella and help us to fulfill our critical mission of building better businesses and smarter consumers.

The Office of Consumer Affairs and Business Regulation is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Office or Consumer Affairs and Business Regulation values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Office of Consumer Affairs and Business Regulation is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.

About the Role:

The Programs Unit currently oversees and supports the following: the Lemon Law Arbitration Program; the Home Improvement Contractor (HIC) Program which includes registration; arbitration, and the Guaranty Fund; the Do Not Call Registry; and Data Breach Notification ("the Programs").

The Senior Director of Programs ("SDP") reports to the Chief of Staff & Assistant General Counsel. At the direction of the COS, the SDP oversees the administration of processes, procedures, and policies that direct the daily regulatory activities of the Programs within the Unit and the staff that carry them out. The SDP assists the COS in providing policy guidance to OCABR staff and assists with enforcement efforts by reviewing the content of files and reports and makes decisions and recommendations regarding 4 OCABR Programs, with a focus on recommendations to improve the administration of the Programs. The SDP assists the Director of Communications and Outreach and Engagement Manager in the development of press responses and public-facing messaging pertaining to the Programs, and assists the Constituent and Legislative Affairs Director in developing responses to legislators about Programs.In conjunction with and under the direction of the General Counsel, the SDP assists in the development Programs-specific regulations and, when necessary, legislation.

The SDP directly supervises professional and/or administrative staff member(s) who support the Programs. In this capacity, the SDP is responsible for managing, training, and evaluating the staff under their supervision.Given the breadth of substantive expertise required to administer the varied complexities of the Programs, the SDP must be versatile manager and able to establish operating policies, delegating, and supervising the services provided by his or her staff.

The SDP is one of the official keepers of records for the Programs and must ensure compliance with the state and federal laws, including the state public records law. In consultation with the General Counsel the SDP must also assist with the responses to subpoenas and other public requests for information pertaining to the Programs.

Duties and Responsibilities: (these duties are a general summary and not all inclusive):

• Manage Home Improvement Contractor Registration Program.
  • Oversee all registration and complaint functions for the Program.
  • Interpret and apply registration rules and regulations to processing registrations and complaints.
  • Initiate policy, regulatory, and administrative issues for consideration in order to improve the HIC program and service delivery.
  • Collaborate with General Counsel(s) in updating regulations.
  • Use fluency with the program to instruct Consumer Specialists on answering constituent questions and development of consumer information.
  • Work with the Director of Communications to respond to press inquiries.
• Manage HIC Guaranty Arbitration and Guaranty Fund Program .
  • Oversee the arbitration and guaranty fund functions of the program.
  • Determine if applicants are eligible for relevant arbitration and fund.
  • Manage processes to ensure timely resolution of cases.
  • Interpret and apply arbitration rules and regulations to outstanding reviews.
  • Initiate policy, regulatory, and administrative issues for consideration in order to improve administration of the Guaranty Fund and Arbitration processes.
  • Collaborate with General Counsel(s) in updating regulations.
  • In conjunction with COS and GC, make referrals to AGO where appropriate.
  • Work with the Director of Communications to respond to press inquiries.
• Manage Lemon Law Arbitration Program.
  • Oversee the arbitration functions for the Program.
  • Interpret and apply arbitration rules and regulations to outstanding reviews to ensure timely resolution.
  • Initiate policy, regulatory, administrative, and enforcement issues for consideration.
  • Collaborate with General Counsel(s) in updating regulations.
  • Use fluency with the program to instruct Consumer Specialists on answering constituent questions and development of consumer information.
  • Work with the Director of Communications to respond to press inquiries.
• Manage the Do Not Call Registry.
• Catalog data breaches consistent with statutory requirements as they are reported to OCABR.
• Communicate with businesses about required information.
• Maintain database of data breaches and ensure timely reporting and follow up.
• Make recommendations to improve administration of the notification law and processes.
• Serve as the primary contact for OCABR on questions about data breaches.
• Work with federal and state agencies and offices with overlapping jurisdiction and interests to ensure good communication and conveyance of accurate information.
• Work with Manager of Research and Special Projects when support needed.
• Work with the Director of Communications to respond to press inquiries.
• In coordination with senior managers, screen and interview for staff positions as vacancies arise.
• Supervise all Unit staff.
• Promote compliance by Unit staff with respect to their roles and responsibilities, the open meeting law, public records law, state ethics law, codes of conduct, and administrative procedures.
• Act as records custodian.
  • Oversee all staff responses to requests made pursuant to the Public Records Law and Fair Information Practices Act, and assist OCABR's public records unit in filling these requests.

Preferred Knowledge, Skills, and Abilities:

• Knowledge of the subject matter of at least one of the Programs.
• Significant supervisory and management experience.
• Strong written and oral communication skills and proficiency in the software programs necessary to support the programs of the Unit. Such programs may include, but are not limited to, Microsoft Word, Excel, and Access.
• Experience in the issuance of registrations and application review.
• Strong planning, research, and organizational skills, and be able to research information affecting a broad range of substantive topics.
• Skilled in the areas of process improvement and strategic planning, systems dynamics and systems re-engineering. The SDP must have the ability to motivate, train, and lead subordinates.

All applicants should attach a cover letter and resume to their online submission for this position.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Official Title : Program Manager VII

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If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Arpita Swaroop

Bargaining Unit : M99-Managers (EXE)

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : Yes