Program Director, Tolling & Contact Center Operations

Maximus; Carson City (NV); On-site; USD 145,000 - 155,000; Full time

Benefits offered by this job

Bonuses based on performance

Medical, Dental, Vision

401K with Company Matching

Unlimited Time Off

Disability coverage

Life insurance

Relocation assistance

Job summary

Maximus is seeking a Program Director to lead the NYS Thruway team. The role oversees call center, QA, training, reporting and compliance, with a focus on state government tolling contracts and a hands-on leadership approach.

You will drive financial performance, manage client relations, and ensure contract compliance while guiding cross-functional teams to achieve strategic objectives and operational excellence.

Qualifications

• Bachelor's degree in a relevant field is required.
• Experience leading day-to-day operations of state tolling contracts.
• Experience leading day-to-day operations for a large call center with KPIs.
• Willingness to relocate to New York state or live nearby.
• PMI PMP certification is preferred and beneficial.
• Ability to create and present client reports and drive process improvements.

Responsibilities

• Oversee the project financial performance including budgeting and forecasting.
• Act as the primary contact for the state client.
• Ensure operations comply with contract requirements and regulations.
• Set goals and objectives aligned to project strategies.
• Manage project admin, budget controls, and human resources.
• Plan and schedule priorities to meet performance goals.
• Review management, productivity, and financial reports to hit objectives.
• Participate in audits, research, forecasts, and modeling to guide direction.
• Manage operational managers, conduct appraisals and development guidance.
• Demonstrate proactive leadership to meet corporate goals and objectives.
• Perform other duties as assigned by management.

Skills

Program management

Call center operations

Tolling contracts

State government contracts

Leadership

Education

Bachelor's degree in related field

PMP certification

Job description

Maximus is currently hiring for a Program Director to lead our NYS Thruway team.

The Program Director is responsible for the day-to-day execution of the NYS Thruway project including leading all call center, QA, training, reporting, and compliance operations. You must have experience leading State government contracts that include call center and tolling components.

This position is contingent upon award and will be fully onsite within New York State. Relocation assistance is provided.

Why Join Maximus?

• Competitive Compensation - Bonuses based on performance included!

• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

• Unlimited Time Off Package - Enjoy UTO, Holidays, and extended sick leave, along with Short- and Long-Term Disability coverage.

• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

• Tuition Reimbursement - Invest in your ongoing education and development.

• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

• Professional Development Opportunities- Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities:

• Oversee and manage the Project's financial performance, including budgeting, forecasting, and analyzing profit and loss statements to ensure financial targets are met and profitability is maintained.

• Act as the primary contact for the state client.

• Ensure program operations are in compliance with all applicable requirements of the contract, as well as State and federal regulations.

• Ensure goals and objectives are established by Project Manager that support the overall Project strategies.

• Oversee all project administrative operations including budget, financial controls, and human resources.

• Plan, develop and schedule priorities for achieving operational and performance goals.

• Review management, productivity, and financial reports and studies to ensure program objectives are met.

• Participate in internal audits, research studies, forecasts, and modeling exercises to support Project direction and guidance.

• Manage operational managers, to include performance appraisals, mentoring, and professional/development guidance.

• Demonstrate a high level of dedication and proactive leadership in meeting corporate goals and program objectives.

• Perform other duties as assigned by management.

Minimum Requirements

'- Bachelor's degree in relevant field of study and 10+ years of relevant professional experience required.

'- Experience leading day-to-day operations of state tolling contracts.

• Experience leading day-to-day operations for a large call center (~700 contact center agents) including meeting all KPIs, SLAs, quality, and compliance requirements.

• Must currently live in, or, be willing to relocate to New York state.

• Experience implementing a State contract of at least 750 people.

• Project Management Professional (PMP) certification.

• Experience creating and presenting reports to clients, highlighting successes, identifying opportunities for improvement, and creating and leading process improvement efforts.

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

$145,000

Maximum Salary

$155,000