Senior Operations Manager (DUA - Brockton)

Commonwealth of Massachusetts; Brockton (MA); On-site; USD 94,000 - 145,000; Full time

Benefits offered by this job

Hybrid work options

Diversity and inclusion programs

Job summary

The Commonwealth of Massachusetts is seeking a Senior Operations Manager for the Brockton unemployment assistance contact center to lead day-to-day operations and guide a team of managers in delivering high-quality service. You will drive performance, ensure policy compliance, and collaborate with agency leadership to meet strategic goals.

The role emphasizes leadership, project management, and cross-functional coordination, with potential for a hybrid work arrangement depending on policy and

Qualifications

• Five years of professional, administrative, supervisory, or managerial experience in business or public administration.
• At least one year in a project management or supervisory capacity.
• Substitutions allowed with appropriate degrees or certificates.

Responsibilities

• Oversee contact center operations for Boston and Brockton locations.
• Supervise front-line managers and supervisors; set expectations and review performance.
• Collaborate with leadership to implement policies, improve processes, and ensure policy compliance.
• Coordinate with internal partners on policy implementation, adjudication, and benefits support.
• Support budget, staffing, labor relations, and continuity planning.

Skills

Leadership

Project management

Public administration

Communication

Education

Bachelor's degree in related field

Graduate degree in related field

Job description

An Official website of the Commonwealth of Massachusetts

Job Description - Senior Operations Manager (DUA - Brockton) (260005GU)

Job Description

Senior Operations Manager (DUA - Brockton) - ( 260005GU )

Description

The DUA Contact Senior Operations Manager manages contact center operations for the Boston and Brockton locations. This position is as a manager level operational leadership role responsible for day to day and management of unemployment assistance contact center service delivery.

The position oversees teams responsible for claimant and employer support, claims intake assistance, adjudication, issue identification and referrals, inquiry resolution, escalation management, operational quality, and implementation of contact center procedures. The incumbent directly supervisors the contact center operations managers and ensures they are managing and maintaining their responsibilities appropriately. The Contact Center Director ensures that operations comply with Massachusetts General Laws Chapter 151A, federal requirements, DUA policy, program integrity standards, accessibility and language access expectations, and established performance measures.

The Contact Senior Operations Manager uses service level information, workforce management data, quality assurance findings, customer experience trends, staffing information, and management reports to strengthen consistency, improve performance, support staff development, and maintain continuity of service. The Contact Center Senior Operations Manager works collaboratively with agency leadership and cross functional departments to improve operational efficiency and ensure alignment of Contact Center operations with agency wide objectives. The position analyzes existing policies and procedures, identifies opportunities for improvement, and determines when policy changes are needed to enhance service delivery, operational effectiveness, and compliance. The incumbent develops, implements, and enforces Contact Center policies and procedures, monitors their effectiveness through data analysis and stakeholder feedback, and continuously refines processes to improve customer experience, employee performance, and organizational outcomes.

Key Job Responsibilities:

Oversee contact center operations for Boston and Brockton, including daily and weekly workload management, performance monitoring, service delivery planning, escalation oversight, and implementation of DUA contact center priorities.

Manage subordinate front-line managers and supervisors by setting expectations, reviewing productivity and quality results, supporting consistent management practices, addressing performance concerns, and developing staff capabilities.

Collaborates with leadership across departments to evaluate, develop, and implement policies that support the agency's strategic goals and operational objectives. Identifies opportunities for policy and procedural improvements that enhance cross functional collaboration and organizational effectiveness. Develops, implements, and continuously evaluates the effectiveness of policies and procedures, making revisions as necessary to improve operational efficiency, ensure regulatory compliance, and support consistent advancement.

Coordinate with DUA leadership and internal business partners on policy implementation, adjudication and benefits support, employer and claimant service issues, technology changes, training needs, program integrity concerns, and modernization initiatives.

Support budget, staffing, hiring, labor relations, performance management, facilities coordination, continuity planning, and administrative functions necessary to maintain effective contact center operations.

Other duties, as assigned.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

An Equal Opportunity / Affidavit Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Primary Location

United States-Massachusetts-Brockton - 226 Main Street

Job

Administrative Services

Agency

Department of Workforce Development

Schedule

Full-time

Shift

Day

Job Posting

Aug 11, 2026, 7:29:41 PM

Number of Openings

1

Salary

94,497.73 - 145,463.14 Yearly

If you have Diversity, Aff...

Bargaining Unit : M99-Managers (EXE)

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : Yes