Managing Director, Tolling & Contact Center Operations

Maximus; Denver (CO); On-site; USD 235,000 - 245,000; Full time

Job summary

MAXIMUS is seeking a senior operations leader to provide executive oversight of the NYS Thruway contract. The role drives overall performance, client relationships, financial results, and successful delivery of a large state program.

The position leads tolling and customer service operations, including call center, QA, training, reporting, compliance, workforce planning, and program performance, while mentoring the Program Director and senior team. Travel to New York will be required.

Qualifications

• Bachelor's degree required, MBA preferred.
• Outsourcing experience preferred.
• Experience managing a large portfolio of multiple complex projects.
• Excellent organizational, interpersonal, verbal, and written communication skills.
• Knowledge of state, county and local government programs currently served by MAXIMUS.

Responsibilities

• Oversee operations of the business unit with overall responsibility for the accounts.
• Manage the client relationships ensuring customer satisfaction.
• Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending changes to methods for the business unit.
• Provide budget analysis, labor planning, problem resolution and coordination between clients and company personnel.
• Require strong technical, communication and management skills and extensive experience in managing the operations of the 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.
• Develop new ideas for delivering current program services efficiently and expanding services into new areas.
• Promote new ideas and provide direction to senior managers in various departments.

Skills

Executive leadership

Strategic planning

Budgeting & P&L management

Client relationship management

Communication skills

Education

Bachelor's degree

MBA

Tools

Microsoft Office

Microsoft Project

Job description

Maximus is currently hiring for a senior operations leader to provide executive oversight of the NYS Thruway contract. This role will have overall accountability for contract performance, client relationships, financial results, and successful delivery of this large-scale New York State program.

The position will provide strategic leadership across tolling and customer service operations, including call center, quality assurance, training, reporting, compliance, workforce planning, and overall program performance. This leader will oversee the Program Director and senior operational team, serve as the primary executive partner to the client, and ensure contractual, operational, financial, and service objectives are achieved. The role also carries responsibility for P&L management, strategic planning, staffing, and client satisfaction.

Candidates must have demonstrated experience leading large State government contracts that include both tolling and call center operations, with the ability to manage complex client relationships and lead large-scale operations through senior leaders.

This position is contingent upon award and supports the NYS Thruway contract. Travel to New York will be required as needed.

Essential Duties and Responsibilities:

• Oversee and manage the operations of a business unit(s) with overall responsibility for the accounts

• Manage the 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.

Minimum Requirements

• '- Bachelor's degree required, MBA preferred.

• Outsourcing experience preferred.

• Experience in simultaneously managing a large portfolio of multiple complex projects.

• Typically utilizes management skills more than technical skills.

• Excellent organizational, interpersonal, verbal, and written communication skills.

• Ability to develop and implement high level departmental strategies, assesses intangible variables to identify and evaluate fundamental issues.

• 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.

• Ability to successfully manage many complex tasks simultaneously.

• Strong understanding of state, county and local government programs currently served by MAXIMUS.

• Business, government, and/or management experience preferred.

• Proficient in Microsoft Office Applications including Microsoft Project.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$235,000

Maximum Salary

$245,000