Senior Program Director, Tolling Operations

Maximus; Dover (DE); Hybrid; USD 175,000 - 185,000; Full time

Job summary

Maximus is seeking a Sr. Program Director to lead the NYS Thruway program, overseeing strategic direction, P&L, and client management. The role requires experience in state tolling contracts, large call centers, and executive-level presence.

The position supports a program within New York State with travel to NY and relocation assistance provided. A Bachelor’s degree is required, with 12–15 years of relevant experience and PMP certification preferred.

Qualifications

• Bachelor’s degree in related field required.
• 12-15 years of professional experience required.
• Experience leading state tolling contracts.
• Experience leading large call center (~700 agents), with KPIs, SLAs, quality, and compliance.
• Willingness to relocate to New York state or relocate to NY.
• Experience implementing a State contract of at least 750 people.

Responsibilities

• Oversee and manage the project’s financial performance, including budgeting, forecasting, and analyzing P&L statements.
• Ensure program operations comply with contract requirements and state/federal regulations.
• Support project strategy to meet goals and objectives.
• Oversee administrative operations including budget, financial controls, and HR.
• Plan and schedule priorities to achieve performance goals.
• Review reports to ensure program objectives are met.
• Support RFIs, RFPs, RFQs and development of management approaches and concepts.
• Guide direction for the government project and client management.
• Lead the project’s strategic direction and executive leadership.

Skills

Strategic leadership

State tolling contracts

Call center leadership

Budgeting & P&L management

Executive presence

Project leadership

Education

Bachelor’s degree

PMP certification

Job description

Maximus is currently hiring for a Sr. Program Director to lead our NYS Thruway team.

The Sr. Program Director is responsible for the strategic direction of the NYS Thruway project, P&L, project performance, and client management.

The successful candidate must have strategic leadership, State government contract implementation and post go-live support, executive presence, tolling, and call center leadership.

This position is contingent upon award and will be supporting a program within New York State. Travel will be required to New York as needed. Relocation assistance is provided.

Job Description

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.
• Ensure program operations comply with all applicable requirements of the contract, as well as state and federal regulations.
• Ensure established goals and objectives 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, including monitoring performance, providing mentoring, and professional development guidance.
• Capture and maintain resource assignments and utilization across the enterprise to proactively assess and align staffing levels.
• Work with internal leadership to facilitate and define priorities including establishing milestones, realistic schedule and securing resources across all strategic initiatives.
• Ensure comprehensive management of defined initiatives that include monitoring of the budget, schedule, resource availability, and organizational alignment.
• Guide and support RFIs, RFPs and RFQs, response development including writing to management approaches, whitepapers, and concept development.
• Leads the strategic direction for the government project.

Further Leadership Responsibilities

• Leads client management, presentation, and contract success.
• Responsible for contract profit & loss (P&L).

Minimum Requirements

• Bachelor's degree in related field required.
• 12-15 years of professional experience in a related field required.
• Experience leading state tolling contracts.
• Experience leading 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.

Preferred Skills and Qualifications

• Project Management Professional (PMP) certification.

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

$175,000

Maximum Salary

$185,000