Management Analyst III

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The Department of Family & Medical Leave (DFML) is seeking a collaborative, analytical, and detail-oriented professional to support the operational integrity and oversight of the Commonwealth's Paid Family & Medical Leave program. The Management Analyst III plays a critical role in supervising operational staff, supporting analytics and reporting initiatives, improving business processes, and ensuring accurate and compliant benefit administration.

Who we are

DFML's mission is to implement and run the Commonwealth's Paid Family & Medical Leave program, which provides income support to Massachusetts workers and their families during significant life events, while partnering with employers to ensure program integrity and compliance.

What you'd do

The Management Analyst III is responsible for overseeing operational processes, supporting analytics initiatives, and supervising staff involved in claims adjudication, payment review, and compliance activities, including:

• Supervise and provide day-to-day guidance to a team of Job Service Representative IIs, including workload oversight, performance support, and issue escalation
• Provide direct supervision of internal operations and adjudication agents
• Develop, document, and execute business processes and standard operating procedures for the department
• Collaborate with agency developers and internal partners to recommend system modifications and enhancements that support operational efficiencies and Agile methodologies
• Participate in user acceptance testing for new technologies and provide recommendations for process and system improvements
• Develop standard operational reports and dashboards to support data-driven decision making for senior leadership
• Support the development of analytics capabilities within the department through reporting, trend analysis, and operational insights
• Develop queries to extract, manipulate, summarize, and analyze complex data sets
• Identify anomalies, trends, and potential risks through analysis of internal and external data sources
• Support data acquisition, data collection, and data discovery efforts
• Develop tools and models to automate or improve audit controls related to fraud, waste, and abuse prevention
• Ensure the accuracy and integrity of benefit payments issued to PFML constituents
• Support escalated payment issue reviews and collaborate with the Payments Team on resolution efforts
• Manage reconciliations of weekly cash advance requests and related expenditures in coordination with EOL Finance
• Provide guidance and operational support to Compliance Analysts regarding payment-related issues
• Support continuous improvement initiatives through reporting, analytics, and operational process development
• Translate claimant and operational needs into actionable process improvements supported by data-driven analysis
• Perform related duties as required

Why should you join DFML?

• The idea of working for a "government startup" excites you.

• You want to work in an environment that values innovation, collaboration, and continuous improvement while supporting meaningful work that impacts Massachusetts workers and families.

• You will work alongside dedicated colleagues who are passionate about delivering equitable, efficient, and high-quality services to the people of the Commonwealth.

Who you are

We are seeking candidates who have:

• Knowledge of management principles and operational oversight practices
• Knowledge of organizational behavior and team leadership techniques
• Experience supporting operational processes, workflow management, and continuous improvement efforts
• Knowledge of statistical methods, reporting techniques, and data analysis concepts
• Experience preparing reports, charts, dashboards, and operational summaries
• Ability to analyze data, identify trends, and provide actionable recommendations
• Ability to interpret and apply laws, regulations, policies, procedures, and operational guidelines
• Ability to gather and analyze information through records review and stakeholder engagement
• Ability to develop and maintain accurate operational records and documentation
• Ability to build collaborative relationships across teams and departments
• Ability to supervise staff, provide coaching, and support performance management efforts
• Ability to use data and customer insights to identify operational issues and measure solution effectiveness
• Ability to prioritize tasks and manage multiple assignments in a fast-paced environment
• Ability to exercise sound judgment and discretion with confidential information
• Ability to work independently and collaboratively
• Experience with reporting tools, dashboards, and data visualization platforms is preferred
• Strong written and verbal communication skills

Qualifications Acquired on the Job

• Knowledge of DFML organizational structure, policies, procedures, and operational workflows
• Knowledge of agency forms, systems, and claims management processes
• Knowledge of applicable program integrity, payment review, and compliance procedures
• Familiarity with DFML reporting tools, operational dashboards, and internal systems
• This position follows a hybrid model and currently reports in office one day a week.

'',''!*!

The Department of Family & Medical Leave (DFML) is seeking a collaborative, analytical, and detail-oriented professional to support the operational integrity and oversight of the Commonwealth's Paid Family & Medical Leave program. The Management Analyst III plays a critical role in supervising operational staff, supporting analytics and reporting initiatives, improving business processes, and ensuring accurate and compliant benefit administration.

Who we are

DFML's mission is to implement and run the Commonwealth's Paid Family & Medical Leave program, which provides income support to Massachusetts workers and their families during significant life events, while partnering with employers to ensure program integrity and compliance.

What you'd do

The Management Analyst III is responsible for overseeing operational processes, supporting analytics initiatives, and supervising staff involved in claims adjudication, payment review, and compliance activities, including:

• Supervise and provide day-to-day guidance to a team of Job Service Representative IIs, including workload oversight, performance support, and issue escalation
• Provide direct supervision of internal operations and adjudication agents
• Develop, document, and execute business processes and standard operating procedures for the department
• Collaborate with agency developers and internal partners to recommend system modifications and enhancements that support operational efficiencies and Agile methodologies
• Participate in user acceptance testing for new technologies and provide recommendations for process and system improvements
• Develop standard operational reports and dashboards to support data-driven decision making for senior leadership
• Support the development of analytics capabilities within the department through reporting, trend analysis, and operational insights
• Develop queries to extract, manipulate, summarize, and analyze complex data sets
• Identify anomalies, trends, and potential risks through analysis of internal and external data sources
• Support data acquisition, data collection, and data discovery efforts
• Develop tools and models to automate or improve audit controls related to fraud, waste, and abuse prevention
• Ensure the accuracy and integrity of benefit payments issued to PFML constituents
• Support escalated payment issue reviews and collaborate with the Payments Team on resolution efforts
• Manage reconciliations of weekly cash advance requests and related expenditures in coordination with EOL Finance
• Provide guidance and operational support to Compliance Analysts regarding payment-related issues
• Support continuous improvement initiatives through reporting, analytics, and operational process development
• Translate claimant and operational needs into actionable process improvements supported by data-driven analysis
• Perform related duties as required

Why should you join DFML?

• The idea of working for a "government startup" excites you.

• You want to work in an environment that values innovation, collaboration, and continuous improvement while supporting meaningful work that impacts Massachusetts workers and families.

• You will work alongside dedicated colleagues who are passionate about delivering equitable, efficient, and high-quality services to the people of the Commonwealth.

Who you are

We are seeking candidates who have:

• Knowledge of management principles and operational oversight practices
• Knowledge of organizational behavior and team leadership techniques
• Experience supporting operational processes, workflow management, and continuous improvement efforts
• Knowledge of statistical methods, reporting techniques, and data analysis concepts
• Experience preparing reports, charts, dashboards, and operational summaries
• Ability to analyze data, identify trends, and provide actionable recommendations
• Ability to interpret and apply laws, regulations, policies, procedures, and operational guidelines
• Ability to gather and analyze information through records review and stakeholder engagement
• Ability to develop and maintain accurate operational records and documentation
• Ability to build collaborative relationships across teams and departments
• Ability to supervise staff, provide coaching, and support performance management efforts
• Ability to use data and customer insights to identify operational issues and measure solution effectiveness
• Ability to prioritize tasks and manage multiple assignments in a fast-paced environment
• Ability to exercise sound judgment and discretion with confidential information
• Ability to work independently and collaboratively
• Experience with reporting tools, dashboards, and data visualization platforms is preferred
• Strong written and verbal communication skills

Qualifications Acquired on the Job

• Knowledge of DFML organizational structure, policies, procedures, and operational workflows
• Knowledge of agency forms, systems, and claims management processes
• Knowledge of applicable program integrity, payment review, and compliance procedures
• Familiarity with DFML reporting tools, operational dashboards, and internal systems
• This position follows a hybrid model and currently reports in office one day a week.

'',''!*!

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in work simplification, management analysis, program analysis, methods analysis, economic analysis, fiscal analysis, financial analysis, budget analysis, program administration, or program management or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor''s degree with a major in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of two years of the required experience.*

II. A Graduate degree with a major in business administration, budget management, public administration, industrial engineering or industrial management may be substituted for a maximum of three years of the required experience.*

III. A Bachelor''s degree or higher degree with a major other than in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of one year of the required experience.*

• Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: Educational substitutions will be permitted for a maximum of three 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.

'',''!*!

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in work simplification, management analysis, program analysis, methods analysis, economic analysis, fiscal analysis, financial analysis, budget analysis, program administration, or program management or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor''s degree with a major in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of two years of the required experience.*

II. A Graduate degree with a major in business administration, budget management, public administration, industrial engineering or industrial management may be substituted for a maximum of three years of the required experience.*

III. A Bachelor''s degree or higher degree with a major other than in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of one year of the required experience.*

• Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: Educational substitutions will be permitted for a maximum of three 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.

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