Program Director - Tolling & State Call Center Ops

Maximus; Augusta (ME); On-site; USD 145,000 - 155,000; Full time

Benefits offered by this job

Competitive pay

Insurance plans

401K retirement

Unlimited PTO

Wellness program

Tuition reimbursement

Employee discounts

Professional development

Relocation assistance

Job summary

Maximus is seeking a Program Director to lead the NYS Thruway project, overseeing call center, QA, training, reporting, and compliance operations. The role requires senior-level experience with state tolling contracts and large call centers, and is onsite in New York with relocation assistance.

The position emphasizes financial oversight, client liaison, and adherence to contractual and regulatory requirements, with a focus on achieving program objectives and continuous improvement.

Qualifications

• Bachelor’s degree in a relevant field with 10+ years of experience.
• Experience leading day-to-day state tolling contracts.
• Managed a large call center (~700 agents) meeting KPIs, SLAs, quality, and compliance.
• Willingness to relocate to New York state.
• PMP certification and proven ability to present reports to clients.
• Experience leading process improvement initiatives.

Responsibilities

• Oversee the project budget, forecasting, and profitability targets.
• Act as the primary state client contact for the program.
• Ensure operations comply with contract terms and regulations.
• Set goals and objectives aligned with project strategy.
• Manage project administrative functions including HR and controls.
• Plan and schedule priorities to meet performance goals.
• Review management and financial reports to track objectives.
• Support audits, forecasting, and modeling activities.
• Lead operational managers with coaching and performance reviews.
• Demonstrate proactive leadership to achieve corporate goals.
• Perform other duties as assigned by management.

Skills

Leadership

Program management

Budgeting

KPI & SLA management

Quality & compliance

Client reporting

Mentoring & development

Education

Bachelor's degree in relevant field

PMP certification

Job description

Maximus is seeking a Program Director to lead the NYS Thruway project, overseeing call center, QA, training, reporting, and compliance operations. The role requires senior-level experience with state tolling contracts and large call centers, and is onsite in New York with relocation assistance.

The position emphasizes financial oversight, client liaison, and adherence to contractual and regulatory requirements, with a focus on achieving program objectives and continuous improvement.