Onsite NY Tolling & Contact Center Program Director

Maximus; Salt Lake City (UT); On-site; USD 145,000 - 155,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

401K matching

Unlimited time off

Tuition reimbursement

Wellness program

Job summary

Maximus seeks a Program Director to lead the NYS Thruway project onsite in New York. You will oversee call center operations, QA, training, reporting, and compliance, ensuring delivery against the contract and KPIs for a large state tolling program.

The role requires a Bachelor’s degree and 10+ years of relevant experience, including managing tolling contracts and large call centers (~700 agents). PMP certification and strong client-facing leadership are essential.

Qualifications

• Bachelor's degree in relevant field and 10+ years of professional experience
• Experience leading day-to-day operations of state tolling contracts
• Experience managing large call centers (~700 agents) with KPIs, SLAs, quality, and compliance
• PMP certification and ability to present reports to clients

Responsibilities

• Oversee and manage the project’s financial performance, including budgeting and forecasting
• Act as the primary contact for the state client
• Ensure contract and regulatory compliance across operations
• Lead project administration, including budget controls and HR
• Plan and schedule priorities to meet performance goals
• Review reports to ensure program objectives are met
• Mentor and develop operational managers
• Demonstrate proactive leadership toward corporate goals

Skills

Leadership

Program management

PMP certification

Education

Bachelor's degree

Tools

Call center operations

Job description

Maximus seeks a Program Director to lead the NYS Thruway project onsite in New York. You will oversee call center operations, QA, training, reporting, and compliance, ensuring delivery against the contract and KPIs for a large state tolling program.

The role requires a Bachelor’s degree and 10+ years of relevant experience, including managing tolling contracts and large call centers (~700 agents). PMP certification and strong client-facing leadership are essential.