Sr. Operations Manager - (Hybrid-Remote)

- 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 escalate 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.

- Conduct training needs analyses and collaborate with internal and external stakeholders to identify learning requirements and business objectives.

- Develop, implement, and maintain training programs, curriculum, and instructional materials to support operational and contractual requirements.

- Lead the design, development, scheduling, and delivery of instructor-led, virtual, and blended learning programs.

- Ensure employees receive timely training on new processes, systems, policies, procedures, and regulatory requirements.

- Measure and evaluate the effectiveness of training programs through assessments, testing, performance metrics, and learner feedback, making enhancements as needed.

- Manage the development and maintenance of training assessments and certification programs to validate employee readiness and performance.

- Partner with Operations, Quality, and Leadership teams to identify skill gaps and implement targeted learning solutions.

- Provide coaching, facilitation, and performance feedback to employees and leaders to support continuous improvement and operational excellence.

- Review and update existing training programs and materials to ensure accuracy, compliance, and alignment with business objectives.

- Serve as the primary point of contact for training-related initiatives and collaborate with stakeholders to ensure successful implementation of learning strategies.

- Lead, mentor, and develop training staff, including oversight of hiring, onboarding, performance management, and professional development activities.

-Support regulatory, healthcare, and contractual training requirements to ensure compliance with applicable program standards.

Minimum Requirements

- 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.

Preferred Skills and Qualifications

- Prior Call Center experience

- Prior Medicaid Enrollment 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 applicantaccom@maximus.com.

Minimum Salary

$

82,000.00

Maximum Salary

$

90,000.00