Operations Manager (DUA - Boston)

Commonwealth of Massachusetts; Boston (MA); Hybrid; USD 88,000 - 135,000; Full time

Job summary

Commonwealth of Massachusetts is seeking an Operations Manager for the Boston area to lead daily contact center operations, oversee union supervisors, and ensure service delivery in unemployment assistance and related support functions.

You will coordinate with training, policy, adjudication, benefits, and other teams to resolve issues, monitor performance, and implement process improvements while upholding applicable laws and program integrity standards.

Qualifications

• Five (5) years of relevant professional or managerial experience, as specified in the listing.
• Substitution options include degrees or certificates as described in the postings.
• Ability to manage union staff and ensure compliance with laws and policies.

Responsibilities

• Manage daily contact center operations for assigned teams, including call handling, workload distribution, queue monitoring, and timely unemployment work completion.
• Supervise union supervisors and lead staff, set expectations, review performance, and provide policy guidance.
• Monitor quality and compliance by reviewing reports, QA findings, trends, and adherence to laws and procedures.
• Coordinate with training, policy, adjudication, benefits, and other partners to resolve issues and communicate across teams.
• Support personnel administration, scheduling, onboarding, documentation, and labor relations activities.

Skills

Management experience

People supervision

Policy adherence

Education

Bachelor's degree

Graduate degree

Doctorate degree

Certificate in related field

Job description

An Official website of the Commonwealth of Massachusetts

Job Description - Operations Manager (DUA - Boston) (260005EQ)

Job Description

Operations Manager (DUA - Boston) - (260005EQ)

Description

The DUA Contact Center Operations Manager manages daily service delivery within assigned Boston and/or Brockton contact center units. The position oversees union supervisors and supports the consistent execution of unemployment assistance customer service, claims support, adjudication support, issue intake, escalation handling, quality review, and staff performance activities.

The position ensures that assigned teams provide timely, accurate, accessible, and professional assistance to claimants, employers, employer agents, representatives, and members of the public. Work is performed in accordance with Massachusetts General Laws Chapter 151A, applicable federal requirements, DUA policies and procedures, collective bargaining obligations, program integrity standards, and established contact center performance expectations.

The Contact Center Operations Manager uses daily operational data, workforce management information, quality assurance results, customer experience trends, and supervisor feedback to address workload needs, coach supervisors, resolve escalated service issues, and support continuous improvement.

The manager develops, implements, and enforces policy decisions to ensure consistent operations and compliance across Contact Center teams and consistently evaluates the effectiveness of such changes and makes necessary changes when needed.

Key Job Responsibilities:

Manage daily contact center operations for assigned teams, including call and inquiry handling, workload distribution, queue monitoring, escalation support, attendance coverage, service level awareness, and timely completion of assigned unemployment assistance work.

Supervise, coach, and support union supervisors and lead staff by setting expectations, reviewing performance, providing guidance on policy and procedures, identifying training needs, and promoting consistent staff management practices.

Monitor operational quality and compliance by reviewing reports, quality assurance findings, customer service trends, case notes, escalation patterns, and adherence to applicable unemployment assistance laws, policies, procedures, and program integrity requirements. Continuously reviews effectives of operations and determines when policy and procedures need to be refined. Develops, implements, and enforces policies as needed.

Coordinate with training, policy, adjudication, benefits, employer services, technology, language access, and other operational partners to resolve service issues, implement new procedures, and maintain consistent communication across teams.

Support personnel administration, scheduling, onboarding, performance documentation, labor relations coordination, and other management activities necessary to maintain effective contact center operations.

Other duties, as assigned.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required experience.

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

An Equal Opportunity / Affi…?

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Primary Location

Job

Administrative Services

Agency

Department of Workforce Development

Schedule

Full-time

Shift

Day

Job Posting

Aug 11, 2026, 7:42:21 PM

Number of Openings

2

Salary

87,686.54 - 134,941.81 Yearly

If you have Diversity, Affinity, Equity, or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Karen Haynes-Clifton - 6176265138

Bargaining Unit : M99-Managers (EXE)

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : Yes