Director of Operations, Consumer Protection Division

The Director of Operations works directly with the Chief of the Division and serves as her principal operational advisor. The Director is responsible for strengthening, streamlining, and modernizing the Division’s administrative and operational infrastructure so that attorneys and staff can deliver high‑quality legal services efficiently and effectively. The Director oversees the Administrative Support Unit and the Registrations Unit and manages critical functions such as case management systems, outreach coordination, policy development and implementation, Executive Division coordination, hiring and retention, responses to public inquiries including Public Information Act requests, staff training and mentoring, employee engagement, internal communications, and publications and reports.

CPD’s portfolio is broad and complex. The Division conducts major enforcement actions involving deceptive trade practices, adjudicates contested cases, mediates tens of thousands of consumer disputes each year, and oversees the Health Education and Advocacy Unit, which handles disputes involving medical billing, insurance coverage, and surprise medical bills. CPD also administers the Home Builder Registration and Guaranty Fund program, enforces data privacy laws such as the Maryland Online Data Privacy Act and the Maryland Kids Code, leads consumer outreach and education efforts statewide, and participates in multi‑state and federal enforcement collaborations. The Director plays a central role in supporting the operational needs of these units, which include arbitration, asset recovery, false claims, finance and lending, general enforcement, guaranty fund, health clubs, health education and advocacy, housing enforcement, home builders registration, identity theft, mediation, opioids enforcement, investigations, and administrative and operational functions.

The Director plans, directs, and coordinates operational activities across the Division, including modernization initiatives and organizational restructures. The role involves setting strategic goals, ensuring that operational teams have the resources they need, and establishing performance measures that support continuous improvement. The Director identifies and implements systems and technologies that enhance workflows and allow attorneys and staff to focus on core legal and enforcement work.

As a key member of the Chief’s leadership team, the Director works closely with the Deputy Chiefs and Unit Chiefs to ensure that Division priorities move forward cohesively. The Director also helps shape CPD’s work culture by promoting employee engagement, supporting training and development, and championing a positive, inclusive, and collaborative environment grounded in equity and innovation. The Director advises the Chief on budgets, public‑facing documents, hiring and personnel matters, organizational changes, and implementation of new policies and procedures. The role requires regular engagement with every unit within the Division and significant interaction with other State agencies, external partners, vendors, and members of the public.

This position offers a meaningful leadership opportunity for someone who thrives in a mission‑driven environment and is energized by complex operations, modernizing systems, and supporting teams that work every day to protect Maryland consumers. The Director of Operations plays a foundational role in ensuring that the Division has the clarity, structure, and momentum it needs to continue delivering high‑impact results for the State of Maryland.

Classification: Admin Prog Mgr III

Experience: The ideal candidate brings 8 years of progressively responsible experience in operations, business management, or administrative leadership, preferably within a legal, governmental, or public-sector environment. They should have demonstrated success managing budgets, optimizing organizational processes, and navigating complex operational challenges. A bachelor’s degree is required, and an MBA, MPA, or similar advanced degree is preferred. A JD, MBA, or some experience in the legal profession is also preferred.

Submission: Applicants must submit a resume, cover letter, and a list of three professional references, including at least one current or former supervisor. Please note that this job posting will come offline at 6:00 p.m. EST on the closing date.

Telework: Hybrid Work – Three in-office days weekly.

Employment Benefits: Working for the Office of the Attorney General offers a competitive benefits package designed to support your health and well‑being.
Generous Leave:
Annual Leave: 10–25 days per year based on service.
Sick Leave: 15 days per year with unlimited carryover.
Personal Leave: Up to 6 days per year.
Paid Holidays: 12 state holidays.
Comprehensive Health Coverage: Medical, dental, and vision plans.
Retirement Savings: Defined‑benefit pension plan plus 401(k) and 457 supplemental retirement options.
Work–Life Balance: Hybrid and flexible work schedules available for many roles.
Professional Growth: Ongoing training and development opportunities, including paid MSBA membership.
Additional Benefits: Flexible Spending Accounts, free mass transit (eligible areas), Employee Assistance Program, and access to SECU.