Program Director, Tolling & Contact Center Operations

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 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