DFML’s mission is to ensure that the workforce of Massachusetts is healthier, more productive, and enjoys a better quality of life. Our program, providing paid family and medical leave benefits to the working people of Massachusetts, will impact hundreds of thousands of lives every year. The Department issues over $18 million dollars in benefits payments each week. Each payment represents financial security for a constituent that is currently unable to work so it is essential our payments are accurate, timely and predictable. The department strives for the right payment to the right claimant, on time. The joint EOLWD / DFML technology team is responsible for the systems that the DFML relies upon to process constituent claims, pay benefits, and administer the program in order to achieve this mission. As an Exemption and Employer Support Manager, you will play a crucial role in overseeing the handling of all exemptions and employer related issues that arise with our Employer Portal, API, Contact Center, and DOR and DFML Claims Processing system. You will also be responsible for managing all activities and functions of the exemption process and overseeing a team responsible for timely review and delivery of employer exemption applications and other employer-related account issues. In addition, you will collaborate with external vendors to coordinate the solutioning and deployment of fixes required to resolve reported problems and help to build out enhancements to our internal case management system. If you are a results-oriented individual with a passion for production support and enjoy working in a dynamic environment, we would love to hear from you. Please submit your resume outlining your relevant experience and why you are interested in this position. Who we are: DFML's mission is to implement and run the Commonwealth's Paid Family & Medical Leave program that provides income support to Massachusetts workers and their families during significant life events while serving as a partner to employers to deliver program integrity.* *Responsibilities: * Manage the day-to-day activities of Exemption/Employer group team. * Oversee the efficient handling of all exemption applications both new and renewals and any issues related to DFML’s exemptions applications related to DFML’s Portal, API, Contact Center, and Claims Processing system and DOR’s systems. Delegate ticket handling tasks to internal team members to troubleshoot claimant or employer account issues. * Collaborate with external vendors to manage the design and solutioning and deployment of an internal stand-alone exemptions processing system. * Monitor the progress of any employer related issues and communicate with employer stakeholder groups on enhancements and resolutions * Conduct regular meetings and provide comprehensive reports on PFML to senior management, internal team members and external vendors to discuss ongoing issues, updates, and recommend action plans. * Analyze employer trends and identify standards for monitoring and evaluation and areas for process improvement and optimization. * Ensure compliance with DFML policies, procedures, and service level agreements. * Act as subject matter expert and provide guidance, training and develop business processes and operating procedures for the department, and team members, as needed. * Stay updated with best practices and emerging trends related to employer support for DFML programs in other states. * Develop and maintain effective relationships with key employer stakeholders and DOR to ensure a smooth flow of information and efficient issue resolution. * Work with all experience owners and department managers to manage issues that develop or arise within our online employer portals or internal case management system. * Work with internal data analytics group to evaluate the efficiency of exemptions operations by compiling and analyzing data from internal and external stakeholders and line operations staff to determine needed improvements in exemption process and integrate into system build while working with our 3 separate vendors. * Other Duties as Assigned Why should you join DFML? * The idea of working for a "government startup" excites you. * You want to work for a place that values your contributions and ideas, moves quickly in implementing solutions, and at the same time, allows you the flexibility to have a good balance between your personal and professional life. * You will work with a dedicated team who are fueled by our mission of helping the people of the Commonwealth smoothly navigate our program during the big moments in their lives and will value you as both a coworker and as a person. * We have an office in downtown Boston and have a remote work / hybrid work environment. Who you are: We're seeking candidates who have: * Experience with analyzing and applying data to simplify business processes and prioritize system enhancements. * Excellent problem-solving and troubleshooting skills. * Ability to work independently and as part of a team. * Proven experience in application support or related roles, preferably in a fast-paced environment. * Excellent communication skills with the ability to effectively interact with internal and external stakeholders. * Experience working with external vendors to manage solutioning and deployment of fixes. * Strong problem-solving and analytical skills with the ability to identify and resolve issues efficiently. * Establish priorities and schedule resources to meet the needs of the business. * Ability to work under pressure and meet tight deadlines. * Strong leadership skills with the ability to delegate tasks effectively. * A proactive and collaborative approach to problem-solving. * Demonstrates customer focus and understands the importance of exceeding customer expectations. * Knowledge of business English and proper grammar, spelling, and punctuation * Ability to independently determine specific tasks needed to accomplish an assignment; ability to prioritize work; ability to multi-task * Ability to translate trends in employer related issues into possible administrative or policy solution * Knowledge and understanding of the private insurance industry practices and documentation * Ability to write concisely, to express thoughts clearly and develop ideas in a logical sequence. * Ability to understand, explain and apply the laws, rules and regulations, policies, and procedures governing agency activities. * Ability to use sound judgment and discretion in handling confidential information. Preferred Qualifications: * Experience on project teams that follow an implementation of Scrum, or a similar Agile framework. * Knowledge of industry best practices and emerging technologies related to application support or tax exemptions. * Experience working with FINEOS Claims Processing System. * Experience working with NICE InContact. * Experience working with ServiceNow. * Experience in insurance, healthcare, taxes or related fields strongly preferred. * Experience creating and implementing plans per project goals and objectives. * Working knowledge of project management concepts as defined by PMI. * MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) 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 experience. II. A Bachelor's degree in a related field may be substituted for two (2) years of the required experience. III. A Graduate degree in a related field may be substituted for three (3) years of the required experience. IV. A Doctorate degree in a related field may be substituted for four (4) years of the required experience. _Comprehensive Benefits_ 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. Want the specifics? Explore our Employee Benefits and Rewards! *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. Job: Administrative Services* *Organization: Department of Workforce Development *Title: *Exemptions & Employer Support Manager Location: Massachusetts-Boston-100 Cambridge Street Requisition ID: 240003ZB