Executive MD: Tolling & Customer Care Operations

Maximus; Topeka (KS); On-site; USD 235,000 - 245,000; Full time

Job summary

MAXIMUS is seeking a senior operations leader to provide executive oversight of our NYS Thruway contract. The role drives performance, client relationships, financial results, and successful delivery of a large-scale New York State program.

You will lead tolling and customer service operations including call center, QA, training, reporting, compliance, and workforce planning, supervising the Program Director and senior operations team to meet contractual and service objectives.

Qualifications

• Bachelor’s degree required; MBA preferred.
• Outsourcing experience preferred.
• Experience managing a large portfolio of multiple complex projects.
• Strong organizational, interpersonal, verbal, and written communication skills.
• Ability to develop and implement high-level departmental strategies.
• Ability to influence executive management decisions.
• Knowledge of organizational and/or client objectives.
• Ability to negotiate with internal and external customers to gain desired outcome.
• Proficient in Microsoft Office Applications including Microsoft Project.

Responsibilities

• Oversee operations of a business unit with overall responsibility for the accounts.
• Manage client relationships ensuring customer satisfaction.
• Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit.
• Provide budget analysis, labor planning, problem resolution and coordination of activities between clients and company personnel.
• This management position requires strong technical, communication and management skills and extensive experience in managing the operations of a business.
• Establish strategic plans and objectives for business unit(s).
• Oversee RFP and proposal development process for functional business units and new business development opportunities within the Northeastern Region.
• Review objectives to determine success of operations.
• Oversee activities of multiple sections/departments through subordinates.
• Manage external and internal customer relationships to include high ranking state and local government officials.
• Oversee and review current and new project initiatives.
• Continually work with clients and project staff to develop new and creative ideas for delivering current program services for efficiently, as well as for expanding current services into new operational areas.
• Promote new ideas and provides direction to senior managers in various departments.

Skills

Outsourcing experience

Portfolio management

Executive communication

Client negotiation

Education

Bachelor’s degree

MBA preferred

Tools

Microsoft Office

Microsoft Project

Job description

MAXIMUS is seeking a senior operations leader to provide executive oversight of our NYS Thruway contract. The role drives performance, client relationships, financial results, and successful delivery of a large-scale New York State program.

You will lead tolling and customer service operations including call center, QA, training, reporting, compliance, and workforce planning, supervising the Program Director and senior operations team to meet contractual and service objectives.