Senior Operations Manager (Onsite Richmond, Virginia)

About the role

The Senior Operations Manager will play a key role in supporting project operations and partnering with leaders across the Cover Virginia project to drive successful delivery of all project goals and deliverables.

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.
• 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.
• Serve as a resource for staff, resolving escalated issues, clarifying policies and procedures, and supporting team development.
• Engage in strategic planning and ongoing process improvement initiatives.
• Take on additional responsibilities as assigned.

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.

Qualifications

• Bachelors degree.
• Background with mailroom operations and equipment.
• Bilingual proficiency in Spanish and English.
• Training, coaching, and mentoring skills.

Skills

• 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.

Benefits

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.

Pay

Minimum Salary: $105,000.00
Maximum Salary: $120,000.00

Schedule

This position is primarily onsite in Richmond, Virginia, with minimal hybrid flexibility.