Project Director - SOA Ops (Remote) in Work From Home at Maximus

Date Posted: 2/28/2021

Job Snapshot

Job Description


The primary role of the SOA Operations Director of Operations is to implement the SOA Operations organizational mission and vision on SOA Operations engagements by providing and fostering a collaborative working relationship with the SOA Operations internal MAXIMUS project customers; overseeing the delivery of contact center, eligibility and enrollment/data entry, mailing and scanning, and business continuity services that adhere to SOA Operations standards and MAXIMUS project customers’ requirements; and ensuring high quality and cost effective delivery of services. The Director of Operations is accountable for the delivery of services of operations on the projects that they oversee.

The role serves as the primary account contact for the project manager and P&L/contract owner of each MAXIMUS project customers for which they are accountable. This position works collaboratively with the Standardized Operations and Analytics VP and the entire Standardized Operations and Analytics team to identify new customers; prepare the operational team to deliver those services; manage, monitor, and measure the delivery of services; and communicate performance to the customer.

Under direction from the VP of Operations, the Director of Operations will understand the policies and procedures of each customer served. This understanding must include awareness of each customer’s contract and contract vehicle; the budget and forecasting methods of that customer; and the contractual service level agreements of each customer. Additionally, this position must work collaboratively with SOA Operations Human Capital to establish and maintain relationships with subcontractors and staffing vendors. The day to day focus will be driven by observations regarding the performance metrics, staffing optimization and associated reporting. Training and Quality Control will also be particular areas of focus.

•Establish and maintain a collaborative partnership and a customer service focused relationship with the project manager, the P&L/contract owner, and the entire customer project team of each MAXIMUS project customer that is supported by SOA Operations in the delivery of services for that customer.
•Serves as the primary POC for SOA Operations with the MAXIMUS project customer in the delivery and monitoring of services provided
•Partners with the MAXIMUS project customers to understand their project, their policy, their business needs, and their critical success factors
•Participates in ongoing operational meetings with each MAXIMUS project customer’s government client
•Oversees the delivery of training, quality assurance, and operations in alignment with SOA Operations standards and the project’s requirements. In collaboration with SOA Operations, implements any necessary corrective actions to ensure consistent applications of laws, regulations, policies procedures pertinent to the organization or a customer
•Accountable for the coordination of Workforce management and Workforce Optimization
•Ensures that the availability of all staff, resources, and services are effectively and efficiently delivered
•Achieves and/or exceeds client satisfaction metrics by establishing programs and processes that will increase satisfaction annually
•Establish and maintain a customer service centric culture
•Oversee the quality and timeliness of contractually-required reports and deliverables
•Participate with project and executive management to establish strategic plans, objectives, initiatives, and work plans
•Work with project and executive leadership to develop performance goals and objectives for the project and staff, and monitors the achievement of those goals
•Analyze daily, weekly, and monthly reports for performance measurement and efficiencies
•Identify any potential problem areas, recommend solutions, and work closely and cooperatively with the client to resolve issues quickly and fairly
•Provide direction to team members and resolves problems in a timely and professional manner
•Facilitate communication on project status, to include applicable corrective and preventive actions to leadership
•Assists in the identification and implementation of innovative methodologies and process improvements to improve services and operations
•Collaborate with SOA Operations VP and team to forecast capacity utilization and availability
•See the big picture/think strategically
•Manages operations and the delivery of services within budget. Makes informed decisions by utilizing the MAXIMUS financial reports to monitor forecasts and costs, as well as control labor costs and expenditures
•Develops performance goals and objectives with SOA Operations standards for assigned staff, and monitors the achievement of those goals
•Performs timely reviews of staff and makes recommendations for pay raises, bonuses, and the awards program based on approved policies and procedures
•Proposes changes in policies and procedures to ensure contract compliance and improved processes and procedures compliance
•Perform other duties as assigned by leadership

Note: Travel is required of up to 20-40%, on average one week per month


•Bachelor’s degree from an accredited college or university, preferred in a health or social services field
•Four to seven years experience in a management position in a contact center, back office processing operation, or
•Three years of relevant experience with health or human services support and delivery
•Preferred knowledge of government health programs to include Medicaid, the Children’s Health Insurance Program (CHIP) and Long Term Care, strong understanding of the health care services market place
•Preference with project management or equivalent overseeing and managing government contracts within the health sector
•Excellent organizational, written, and verbal communication skills
•Ability to perform comfortably in a fast-paced, deadline-oriented work environment
•Ability to successfully execute many tasks simultaneously, and ability to work as a team member, as well as independently
•Excellent people management skills
•Proven experience in establishing a collaborative working environment
•Strong computer skills, including strong skills in using Microsoft Excel, PowerPoint, Project, Visio, and Word
•Project Management certification is preferred from a Project Management Institute (PMI) accredited institution.


Essential Duties and Responsibilities:

Minimum Requirements:
- Bachelor's degree with 7+ years of project management experience.
- Deliver multiple small and large projects with high values and high risk.
- Provide leadership for the project team to ensure that the project is delivered to specifications, on time and within budget.
- Develop innovative methodologies, techniques, and criteria for projects.
- Advanced knowledge of workflows and project mapping.
- Facilitate the tracking and resolution of issues impacting projects.

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’re 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.


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