Performance Program Manager, Operations Officer II

This is a non-civil service position.

Pay

Salary Range: $78,588.00 - $125,740.00 annually
Hiring Salary Range: $78,588.00 - $102,164.00 annually

About the role

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). DGS 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 provide 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 agency-wide 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• Bachelor’s degree in business administration, Public Administration, Management, or related field from an accredited college or university.
• Four (4) years of experience in professional-level administrative, operations, or technical work. Previous work lead experience may be required.
• 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.

Preferred Qualifications

• Bachelor’s degree from an accredited college or university in Public Administration, Public Policy, Economics, Business Administration, Data Science, or a related field.
• 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.
  • Working effectively within a matrix management environment.

Skills

• 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.

Benefits

The City of Baltimore offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops.

Learn more about our benefits.

Additional Information

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