Senior Program Director (Onsite Richmond, Virginia)

About the role

The Senior Program Director provides strategic leadership, operational oversight, and financial management for a large and complex Medicaid eligibility program. This highly visible, client‑facing role oversees multiple operational functions—including the Medicaid eligibility call center, mailroom operations, and Quality and Appeals—while ensuring alignment with client expectations, contractual commitments, and program goals.

About the program

Cover Virginia Operations consists of a statewide Medicaid call center, an eligibility Central Processing Unit (CPU) that initiates Medicaid eligibility determinations in the VaCMS system, the Cover Virginia Incarcerated Unit (CVIU) supporting correctional facilities, and a centralized mailroom that manages all incoming mail for Cover Virginia and its localities.

Responsibilities

• Oversee and manage the project’s financial performance, including budgeting, forecasting, and analyzing profit and loss statements.
• Ensure program operations comply with contract requirements and state/federal regulations.
• Align established goals and objectives with overall project strategies.
• Manage all project administrative operations, including budget, financial controls, and human resources.
• Plan, develop, and schedule priorities to achieve operational and performance goals.
• Review management, productivity, and financial reports to ensure program objectives are met.
• Participate in internal audits, research studies, forecasts, and modeling exercises.
• Manage operational managers, providing performance monitoring, mentoring, and professional development.
• Capture and maintain resource assignments and utilization across the enterprise.
• Facilitate and define priorities with internal leadership, establishing milestones, realistic schedules, and securing resources.
• Ensure comprehensive management of initiatives, monitoring budget, schedule, resource availability, and organizational alignment.
• Guide and support RFI, RFP, and RFQ response development, including writing management approaches, whitepapers, and concepts.
• Lead large, complex, multi‑functional programs with responsibility for operational performance, financial results, and client satisfaction.
• Direct multiple workstreams, departments, and leadership teams to ensure alignment with organizational goals and contractual obligations.
• Establish governance structures and performance‑management frameworks that drive accountability and consistent execution.
• Translate organizational strategy into actionable plans and measurable outcomes.
• Serve as the primary contact and trusted partner for clients and key stakeholders.
• Build and maintain strong client relationships through proactive communication and strategic partnership.
• Lead executive‑level discussions related to performance, risk management, service delivery, and business growth opportunities.
• Manage escalated client issues and develop effective resolutions.
• Ensure alignment between client expectations, contractual obligations, operational performance, and organizational objectives.
• Foster a culture of accountability, engagement, inclusion, innovation, and continuous improvement.
• Provide coaching and development opportunities to strengthen leadership capabilities and succession readiness.
• Establish clear performance expectations and recognize achievements to support employee engagement and retention.
• Drive achievement of operational, financial, quality, compliance, and customer‑experience goals.
• Influence and align stakeholders across a matrixed environment to achieve shared business objectives.
• Lead teams through organizational growth, transformation, and change initiatives.

Minimum Requirements

• Bachelor’s degree in a related field.
• 12–15 years of professional experience in a related field.
• 12+ years of progressive leadership experience managing large‑scale operations, programs, or business functions.
• 7+ years of executive‑level leadership experience overseeing multiple departments, contracts, or complex organizational structures.
• Demonstrated experience managing significant budgets, P&L responsibility, and operational performance metrics.
• Experience leading geographically dispersed and cross‑functional teams.

Preferred Skills and Qualifications

• Public‑sector, healthcare, Medicaid, eligibility, or managed‑care program experience.
• Extensive experience overseeing enterprise or large‑scale contact‑center operations, including performance management, SLA accountability, workforce optimization, and customer experience.
• Hands‑on leadership experience with large‑scale mailroom or document‑processing operations, including SLA performance, workflow optimization, and service‑delivery outcomes.
• Proven experience leading enterprise or large‑scale Quality Assurance and/or Appeals operations, including governance, compliance, performance metrics, and continuous‑improvement initiatives.

Benefits

• Work/Life Balance Support – flexibility tailored to your needs.
• Competitive Compensation – performance‑based bonuses.
• Comprehensive Insurance Coverage – medical, dental, vision, prescription, partially funded HSA, life insurance, and discounts on auto, home, renter’s, and pet insurance.
• Retirement Planning – 401(k) with company matching.
• Unlimited Time Off Package – UTO, holidays, extended sick leave, short‑ and long‑term disability.
• Holistic Wellness Support – Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Recognition Platform – acknowledgment of outstanding contributions.
• Tuition Reimbursement – support for ongoing education.
• Employee Perks and Discounts – exclusive offers for staff.
• Maximus Wellness Program and Resources – tailored wellness initiatives.
• Professional Development Opportunities – training programs, workshops, and conferences.
• Licensure and Certification Support – expenses covered for renewals.
• Additional health, life, and disability insurance, paid holidays, and paid time off as part of the total compensation package.

Pay

Minimum Salary: $130,000.00 – Maximum Salary: $175,000.00. Compensation includes base salary plus bonuses, short‑ and long‑term incentives, and program‑specific awards. Salary is determined based on location, education, experience, performance expectations, travel requirements, market analysis, seniority, merit, and internal pay alignment. An applicant’s salary history will not be used in determining compensation.