Sr. Operations Manager | Relocation Assistance Available

Maximus; Frankfort (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Relocation assistance

Annual bonuses based on performance

Comprehensive Insurance Coverage

401K Retirement Savings plan

Job summary

Maximus is seeking a Sr. Operations Manager to support the Kentucky Health Benefits Exchange team in Frankfort, KY.

This role oversees workforce management, forecasting, scheduling, and real-time optimization to ensure service levels are achieved in a dynamic customer support environment. The ideal candidate will lead high-performing teams, drive staffing strategies through data insight, and partner with cross-functional stakeholders.

Qualifications

• Bachelor's degree in a relevant field and 7+ years of professional experience.
• Three or more years of people management experience.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.

Responsibilities

• Oversee daily operations of a team to meet performance metrics.
• Provide action plans and timelines for performance improvement.
• Maintain knowledge of performance requirements and policies; update staff accordingly.
• Evaluate training needs to keep staff current on programs.
• Collaborate with customers for open communication and timely issue resolution.
• Monitor performance goals and complete related reports.
• Provide leadership updates to Project leadership and escalate issues as needed.
• Monitor ISO compliance and implement corrective actions.
• Identify and resolve issues with employees; advise on policy changes.

Skills

Leadership

People management

Forecasting & scheduling

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Workforce management tools

Job description

Sr. Operations Manager | Relocation Assistance Available

General information

Date

Friday, October 23, 2026

City

Frankfort

State

KY

Country

United States

Working time

Full-time

Description & Requirements

Maximus is currently hiring a Sr. Operations Manager to support our Kentucky Health Benefits Exchange team.

The Sr. Operations Manager will oversee workforce management operations and drive performance across a dynamic customer support environment. This leadership role will be responsible for forecasting, scheduling, real-time workforce optimization, and workforce analytics to ensure service level commitments are achieved.

The successful candidate will have a proven track record of leading and developing high-performing teams, leveraging technology and data to improve operational effectiveness, and partnering with cross-functional stakeholders to enhance staffing strategies and business processes.

This is a hybrid-remote position that requires residency in Frankfort, KY. Relocation assistance will be provided and requires work to be performed onsite as needed by the program.

This job is contingent upon contract award.

Why Maximus?

• Competitive Compensation - Annual 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.
• 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.
• 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role.

Preferred Skills and Qualifications

• Bachelor's degree in Business Administration or a related field.
• Strong ability to manage, mentor, and motivate teams.
• Experience with workforce management tools, CRM systems, and other relevant software.

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] .