Senior Director, Tolling & Contact Center Operations

Maximus; Denver (CO); On-site; USD 235,000 - 245,000; Full time

Job summary

MAXIMUS is seeking a senior operations leader to provide executive oversight of the NYS Thruway contract. The role drives overall performance, client relationships, financial results, and successful delivery of a large state program.

The position leads tolling and customer service operations, including call center, QA, training, reporting, compliance, workforce planning, and program performance, while mentoring the Program Director and senior team. Travel to New York will be required.

Qualifications

• Bachelor's degree required, MBA preferred.
• Outsourcing experience preferred.
• Experience managing a large portfolio of multiple complex projects.
• Excellent organizational, interpersonal, verbal, and written communication skills.
• Knowledge of state, county and local government programs currently served by MAXIMUS.

Responsibilities

• Oversee operations of the business unit with overall responsibility for the accounts.
• Manage the client relationships ensuring customer satisfaction.
• Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending changes to methods for the business unit.
• Provide budget analysis, labor planning, problem resolution and coordination between clients and company personnel.
• Require strong technical, communication and management skills and extensive experience in managing the operations of the business.
• Establish strategic plans and objectives for business unit(s).
• Oversee RFP and proposal development process for functional business units and new business development opportunities within the Northeastern Region.
• Review objectives to determine success of operations.
• Oversee activities of multiple sections/departments through subordinates.
• Manage external and internal customer relationships to include high ranking state and local government officials.
• Oversee and review current and new project initiatives.
• Develop new ideas for delivering current program services efficiently and expanding services into new areas.
• Promote new ideas and provide direction to senior managers in various departments.

Skills

Executive leadership

Strategic planning

Budgeting & P&L management

Client relationship management

Communication skills

Education

Bachelor's degree

MBA

Tools

Microsoft Office

Microsoft Project

Job description

MAXIMUS is seeking a senior operations leader to provide executive oversight of the NYS Thruway contract. The role drives overall performance, client relationships, financial results, and successful delivery of a large state program.

The position leads tolling and customer service operations, including call center, QA, training, reporting, compliance, workforce planning, and program performance, while mentoring the Program Director and senior team. Travel to New York will be required.