Program Director, Contract Operations | Onsite in Baton Rouge, LA | Relocation Available

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. - Possess a minimum of 5+ years of experience in managing or in a key management position for a large-scale customer service and/or CRM development project that encompasses the full system development life cycle from initiation through post-implementation.

Maximus is currently seeking an experienced and strategic Program Director who will lead and manage contract operations and new product/program implementations within a consolidated Call Center.

This position is on-site 5 days per week in Baton Rouge, LA.

Essential Duties and Responsibilities:

- Lead large, complex programs or portfolios, ensuring successful delivery, client satisfaction, operational performance, and achievement of business objectives.

- Develop and execute operational plans that translate business strategy into measurable program outcomes.

- Manage program financial performance, including budgeting, forecasting, resource allocation, profitability, and P&L accountability.

- Oversee workflow processes, staffing strategies, inventory and supply chain activities, and performance metrics to optimize operational effectiveness.

- Establish and enforce program policies, procedures, standards, and controls to ensure compliance, risk mitigation, and consistent execution.

- Resolve complex operational, financial, and organizational issues while driving continuous improvement, efficiency, and service excellence.

- Lead multiple teams through subordinate managers, including workforce planning, performance management, coaching, and succession development.

- Partner with senior leadership, clients, and cross-functional stakeholders to align priorities, communicate program performance, and support business objectives.

- Serve as the primary client relationship lead, building trusted partnerships and ensuring successful program delivery and customer satisfaction.

Job-Specific Essential Duties and Responsibilities:

- Oversee and manage the Project's financial performance, including budgeting, to ensure financial targets are met and profitability is maintained.

- Manage day-to-day operational aspects of a project and scope including facilitating and preparing all planning activities and artifacts.

- Oversee and manage large multi-project programs including planning, organizing, staffing, leading, and controlling program activities.

- Identify resources needed and assign individual responsibilities.

- Develop and maintain a master and individual resource plan and required documents for projects.

- Baseline all projects and capture actual metrics for historical metrics and Level of Effort (LoE) forecasting.

- Review deliverables prepared by team before providing to management and customers.

- Prepare for engagement reviews and quality assurance procedures.

- Communicate relevant project information to management, stakeholders, and customers.

- Supervise staff by providing direction, input, and performance feedback.

- Serve as escalation point to prioritizing workloads and resolving issues.

- Act as liaison for assigned vendor(s), including performance and SLA monitoring, and supporting system and business process changes.

- Participate in the drafting of vendor contracts, addendums, SOWs, RFPs/RFIs, change requests, and requirements.

- Lead continuous improvement teams.

- Bachelor’s degree in a related discipline and 10+ years of progressive professional experience required, or an equivalent combination of education and experience.

Job-Specific Minimum Requirements:

- Possess a bachelor’s degree in health care, business administration, information technology, or a related field. Additional years of relevant experience will be considered in lieu of degree.

- Possess a minimum of 5+ years of experience in managing or in a key management position for a large-scale customer service and/or CRM development project that encompasses the full system development life cycle from initiation through post-implementation.

- Medicaid experience is required.

- CRM experience is required.

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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.

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.