Managing Director, Tolling & Contact Center Operations

Maximus Federal; New York (NY); Remote; USD 180,000 - 280,000; Full time

Job summary

Maximus is seeking a Managing Director to provide executive oversight of the NYS Thruway tolling and contact center operations. This role bears overall accountability for contract performance, client relationships, financial results, and service delivery for a large-state program.

You will lead tolling, call center, QA, training, reporting, compliance, and workforce planning, while collaborating with senior leaders and the client to meet contractual and P&L objectives.

Qualifications

• Bachelor’s degree required, MBA preferred.
• Experience leading large state government contracts with tolling and call center operations.
• Strong organizational, verbal, and written communication skills.
• Ability to influence executive decisions and manage complex programs.

Responsibilities

• Oversee operations of the tolling and contact center programs with P&L responsibility.
• Maintain client relationships and ensure satisfaction and contract performance.
• Lead strategic planning, staffing, budgeting, and expense management.
• Coordinate with senior leaders and government clients to achieve objectives.
• Guide RFP/proposal processes and expansion of services within the region.

Skills

Executive leadership

Strategic planning

Communication skills

Negotiation

Education

Bachelor's degree

MBA

Tools

Microsoft Office/Project

Job description

Managing Director, Tolling & Contact Center Operations

General information

Date

Tuesday, October 27, 2026

City

Remote

Country

United States

Working time

Full-time

Description & Requirements

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.

Qualifications:

• 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.

EEO Statement

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at [e-mail].