Senior Operations Manager (Onsite Richmond, Virginia) - Job Listing

Essential Duties and Responsibilities:

- 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.

- Oversee mailroom operations, ensuring service level agreements (SLAs) are met and proactively resolving delays or bottlenecks.

- Supervise Quality Assurance and Appeals departments, maintaining high standards and achieving SLAs.

- Collaborate with other leaders to address challenges, trends, and potential project risks, including those with financial implications.

- Ensure contractual obligations and project targets are consistently achieved while safeguarding the operation’s financial health.

- Foster active and professional communication with project contacts to support goal achievement.

- Work closely with project management staff and leadership to monitor departmental performance and operational goals.

- Swiftly and effectively address issues raised by clients or project staff.

- Maintain daily communication with supervisors for task tracking and encourage cross-functional collaboration to streamline workflows and promote continuous improvement.

- Serve as a resource for staff, resolving escalated issues, clarifying policies and procedures, and supporting team development.

- Participate in program material reviews, risk monitoring, and keeping the Project Manager informed.

- Partner with the Training Department and Operations leadership to address quality concerns and uphold annual performance standards.

- Engage in strategic planning and ongoing process improvement initiatives.

- Take on additional responsibilities as assigned.

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.

- Strong team management and motivational skills.

- Extensive experience in a call center environment.

- Background in Quality and Appeals Team management.

- Background with mailroom operations and equipment.

- Experience managing both remote and onsite staff.

- Ability to build relationships with stakeholders and support client requests.

- Proficiency in Microsoft Office applications.

- Excellent written and verbal communication skills.

- Robust interpersonal abilities and adaptability within a dynamic environment.

- Capacity to work independently while maintaining ethical standards and meeting performance expectations.

Preferred Skills and Qualifications

- Bachelors degree.

- Background with mailroom operations and equipment

- Bilingual proficiency in Spanish and English.

- Training, coaching, and mentoring skills.

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.