Program Director, Tolling & Contact Center Operations (Onsite - New York | Relocation Available)

Maximus; New York, Northern (NY, KY); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Bonuses based on performance

Comprehensive insurance coverage

401K retirement plan with companymatch

Unlimited time off

Wellness program

Tuition reimbursement

Employee perks and discounts

Professional development

Job summary

Maximus is seeking a Program Director for Tolling & Call Center Operations based in New York, onsite with relocation available. You will lead all facets of the NYS Thruway project, including call center, QA, training, reporting, and compliance, and manage a large tolling contract with about 700 agents.

The role requires a Bachelor's degree and 10+ years of leadership in state contracts, with PMP certification preferred.

Qualifications

• Bachelor's degree and 10+ years of relevant professional experience.
• Experience leading state tolling contracts.
• Experience leading day-to-day operations for a large call center (~700 agents) with KPIs, SLAs, quality and compliance.

Responsibilities

• Oversee and manage the project's financial performance, including budgeting, forecasting, and P&L analysis.
• Act as the primary contact for the state client.
• Ensure program operations comply with contract requirements and regulations.
• Set goals for Project Manager aligned with overall strategy.
• Oversee project administration including budget, controls, and HR.
• Plan, develop and schedule priorities to achieve goals.
• Review reports to ensure program objectives are met.
• Lead audits, forecasts, and modeling to guide direction.
• Manage and mentor operational managers.
• Demonstrate proactive leadership to meet corporate goals.
• Perform other duties as assigned.

Skills

Leadership

Strategic planning

Contract management

Budgeting

Client communication

Process improvement

Education

Bachelor's degree in relevant field

PMP certification

Job description

Program Director, Tolling & Contact Center Operations (Onsite - New York | Relocation Available)

General information

Date

Thursday, August 27, 2026

City

Albany

State

NY

Country

United States

Working time

Full-time

Description & Requirements

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.

• 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.

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] .