Director Of Operations - Service Delivery (Remote in NY)

Job Introduction:

Maximus is hiring a Director of Business Operations - Service Delivery. This position will be responsible for the oversight and management of customer service programs and will directly report the Sr. Vice President - Health Solutions & Clinical Services. The Director of Business Operations will be responsible for strategic planning and tactical execution for organizational excellence by collaborating, organizing, resourcing, monitoring, performance managing and engaging a talented leadership team to facilitate the delivery of customer focused, efficient, and continuously improving our solutions and services to our government clients. 

 

Education and Experience Requirements:

• Oversee overall operations, service delivery and performance of assigned contracts, including quality and contract compliance
• Work collaboratively and effectively with internal and external stakeholders to ensure that product and service applications and technologies, including web development and contact center operations, are optimized for contract compliance, productivity, and quality performance.
• Strong working knowledge of call center operations
• Strong working knowledge of managed Medicaid Managed Care operations
• Oversee and guide leadership team on all aspects of the customer/client relationship for assigned contracts ensuring effective and efficient communication along with addressing and resolving problems
• Provide leadership and direct supervision to assigned employees, including setting goals, monitoring work performance, coaching and evaluating results to ensure that objectives are met
• Evaluate the need for training to ensure that staff maintains current knowledge across multiple programs
• Manage continual process improvement by monitoring, refining, and optimizing workflow and processes with the goal of improving overall effectiveness (efficiency, productivity, and quality)
• Create a favorable work environment by involvement in developing and hiring superior talent and instilling a culture of accountability, measurability, and discipline without undue bureaucracy
• Interpret policies, procedures, and goals of the company and programs for subordinates
• Participate in the development and monitoring of the operational budget related to assigned contracts
• Maintain primary responsibility for ensuring customer satisfaction, resolving compliance issues, and accountability for profit & loss with assigned contracts and lines of business
• Act as the primary point of contact for officials, on the program, and other outside contacts
• Reports to the Vice President-Health Solutions and Clinical Services
• Perform other duties, as necessary

Minimum Requirements:

• Bachelor's degree in business administration, finance, or a related field
• 5+ years' experience managing senior leaders
• 8+ years' experience in customer service or a related field
• Strong working knowledge and understanding of call center operations
• Strong working knowledge and understanding with both digital and field operations
• Strong working knowledge and understanding of managed care
• Ability to successfully execute complex tasks and initiatives simultaneously
• Proven ability to achieve complex business objectives
• Ability to work as a team member, as well as independently
• Experience in continual process improvement with results in improved quality, timeliness, and/or cost improvements
• Ability to effectively use and apply established, new, and emerging technology
• Excellent communication and client management skills to maintain positive relations with internal client, operations leadership, and executives
• Self-starter, who can work and perform comfortably in a fast-paced dynamic environment managing multiple initiatives
• Ability to travel to office location(s) as business needs require

 

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MAXIMUS Introduction:

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit  .

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We are proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. 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. Posted Max: USD $190,000.00/Yr. Posted Min: USD $78,300.00/Yr.