Senior Operations Manager (DUA - Brockton)

About the role

The DUA Contact Senior Operations Manager manages contact center operations for the Boston and Brockton locations. This position is a manager-level operational leadership role responsible for day-to-day management of unemployment assistance contact center service delivery. The incumbent directly supervises contact center operations managers and ensures they are managing and maintaining their responsibilities appropriately. The Contact Center Director ensures that operations comply with Massachusetts General Laws Chapter 151A, federal requirements, DUA policy, program integrity standards, accessibility and language access expectations, and established performance measures.

Responsibilities

• Oversee contact center operations for Boston and Brockton, including daily and weekly workload management, performance monitoring, service delivery planning, escalation oversight, and implementation of DUA contact center priorities.
• Manage subordinate front-line managers and supervisors by setting expectations, reviewing productivity and quality results, supporting consistent management practices, addressing performance concerns, and developing staff capabilities.
• Collaborate with leadership across departments to evaluate, develop, and implement policies that support the agency's strategic goals and operational objectives.
• Identify opportunities for policy and procedural improvements that enhance cross-functional collaboration and organizational effectiveness.
• Develop, implement, and continuously evaluate the effectiveness of policies and procedures, making revisions as necessary to improve operational efficiency, ensure regulatory compliance, and support consistent advancement.
• Coordinate with DUA leadership and internal business partners on policy implementation, adjudication and benefits support, employer and claimant service issues, technology changes, training needs, program integrity concerns, and modernization initiatives.
• Support budget, staffing, hiring, labor relations, performance management, facilities coordination, continuity planning, and administrative functions necessary to maintain effective contact center operations.

Requirements

Applicants must have at least:

• (A) five (5) years of full-time or equivalent part-time professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management, of which
• (B) at least one (1) year must have been in a project management, supervisory or managerial capacity
• or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

• I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
• II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.
• III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
• IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Pay

Salary: $94,497.73

Schedule

Full-time, Day shift. Potentially eligible for a hybrid work schedule.