Sr. Operations and Workflow Manager - (Topeka, KS)

Maximus; Topeka (KS); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Quarterly bonuses

Comprehensive insurance coverage

401K retirement savings plan

Unlimited time off

Employee wellness programs

Job summary

Maximus is seeking a Sr. Operations and Workflow Manager for an onsite role in Topeka, KS. The position focuses on end-to-end workflow execution, service levels, productivity, and continuous improvement across front- and back-office functions.

It requires leadership and oversight of daily operations to ensure metrics, quality, and compliance. This role collaborates with leadership and stakeholders and is contingent upon contract award.

Qualifications

• Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
• Three (3) or more years of people management experience.
• Bachelor's degree in Business Administration, Public Administration, Healthcare Administration, Management, or related field.
• 8+ years of progressive operations management experience.
• 5+ years of experience managing large-scale customer service, Medicaid eligibility, human services, healthcare operations, or government services programs.
• 3+ years of experience in a senior leadership role overseeing multiple functional areas.

Responsibilities

• Oversee the daily operations of a team to ensure performance metrics are met.
• Provide action plans and timelines for performance improvement as needed.
• Maintain updated knowledge of performance requirements as well as corporate and project policies and procedures.
• Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.
• Monitor performance goals and objectives for staff and complete related reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

Skills

Workforce planning

Capacity planning

Workflow design

Queue management

Operational risk management

Performance management

Education

Bachelor's degree in relevant field

Bachelor's degree in Business Administration/Public Administration/Healthcare Administration/Management

Job description

Sr. Operations and Workflow Manager - (Topeka, KS)

General information

Date

Thursday, September 24, 2026

City

Topeka

State

KS

Country

United States

Working time

Full-time

Description & Requirements

Maximus is currently hiring a Sr.Operations and Workflow Manager. The Sr. Operations and Workflow Manageris responsible for end-to-end workflow execution, service levels, productivity, and continuous improvement across both front-office and back-office functions. They will provide leadership and oversight of daily operations, ensuring performance metrics, quality standards, and compliance requirements are consistently met. This role drives operational excellence through performance management, staff development, and continuous improvement initiatives.

The position collaborates closely with internal leadership and external stakeholders to support effective communication, resolve issues, and ensure adherence to policies, procedures, and regulatory requirements while delivering high-quality service outcomes.

This is an onsite position in Topeka, KS.

*This job is contingent upon contract award.*

Why Maximus?

• Competitive Compensation - Quarterly 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 sick leave,
• 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 the daily operations of a team to ensure performance metrics are met.
• Provide action plans and timelines for performance improvement as needed.
• Maintain updated knowledge of performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.
• Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for staff and complete related reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and elevate issues timely to Project leadership.
• Monitor compliance with ISO standards as applicable.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level.
• Performs other duties as required by Project leadership.

KEY FUNCTIONAL COMPETENCIES

Operations Management

• Workforce planning and staffing optimization.
• Capacity planning and forecasting.
• Workflow design and process improvement.
• Queue management and workload balancing.
• Business continuity planning.
• Operational risk management.

Eligibility Operations-

• Understanding of eligibility determination processes.
• Knowledge of Medicaid eligibility rules and regulations.
• Experience managing production environments with accuracy and timeliness requirements.
• Familiarity with case management systems and workflow tools.

Contact Center Operations-

• Call center metrics and performance management.
• Workforce management principles.
• Service level management.
• Escalation management.
• Quality assurance programs.
• Customer experience improvement.

Reporting and Analytics-

• Ability to interpret operational performance data.
• Experience using dashboards and reporting tools.
• Root cause analysis.
• Trend identification and corrective action planning.
• Executive-level reporting.

• Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
• Three (3) or more years of people management experience.
• Bachelor's degree in Business Administration, Public Administration, Healthcare Administration, Management, or related field.
• 8+ years of progressive operations management experience.
• 5+ years of experience managing large-scale customer service, Medicaid eligibility, human services, healthcare operations, or government services programs.
• 3+ years of experience in a senior leadership role overseeing multiple functional areas.

Preferred Skills and Qualifications

• Experience managing operations of at least 100-200 FTEs.
• Experience supporting state government contracts.
• Experience with eligibility determination programs, Medicaid, SNAP, TANF, CHIP, or similar public assistance programs.
• Prior Call Center experience

Home Office Requirements

• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.

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] .