Senior Program Director, Contact Center Operations | Onsite in Frankfort, KY | Relocation Available

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.

Minimum Requirements

- Bachelor's degree in related field required.

- 12-15 years of professional experience in a related field required.

- Equivalent combination of experience and education considered in lieu of Bachelor's degree requirement.

- Experience leading multiagency call centers or contact center-as-a-service (CCaaS).

- Client relationship management from implementation through maintenance.

- Experience with large-scale telephony.

- Experience managing Medicaid programs.

- Experience implementing innovative technical solutions to solve client needs.

- CRM software experience.

- Certified Project Management Professional (PMP)

- Must live in or near Topeka, KS offices

- Must be willing and able to work onsite

Preferred Requirements

- Previous consulting experience.

- Experience leading a contact center startup from initial design through launch and stabilization.

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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 a...