The Maryland Family and Medical Leave Insurance (MD FAMLI) streamlines residents' access to paid time off for serious health or family needs and serves as the state’s core digital system for benefits management. My role focuses on service and product design across backend systems and public-facing components, where I optimize Salesforce workflows for the Customer Care and Appeals teams while ensuring a seamless connection between user experiences and internal operations in a complex policy environment.
This is a multi-year initiative led by the Maryland Department of Labor, bringing together cross-functional teams across product, design, engineering, and policy. I work within a small, agile team contributing to a phased rollout, with contributions beginning in January 2027 and benefits launching in January 2028, requiring us to balance near-term delivery with long-term system readiness.