Description & Requirements

The Senior Program Director is responsible for providing strategic leadership, operational oversight, and financial management for a large, complex portfolio of programs, contracts, or business operations. This executive-level role is accountable for delivering exceptional client outcomes, ensuring financial and operational performance, driving organizational growth, and building high-performing teams.

The Senior Program Director serves as a trusted advisor to executive stakeholders and clients while leading cross-functional teams to achieve contractual commitments, strategic objectives, and organizational priorities. This role requires a balance of strategic vision, operational excellence, client relationship management, and people leadership.

About the program:

The Cover Virginia Operations is primarily composed of a statewide Medicaid call center, an eligibility Central Processing Unit (CPU) responsible for initiating Medicaid eligibility determinations in the VaCMS system, the Cover Virginia Incarcerated Unit (CVIU), which includes both call center and eligibility staff supporting correctional facilities, and a centralized mailroom that manages all incoming mail for Cover Virginia and its localities.

Job Description

Essential Duties and Responsibilities:

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

- Ensure program operations comply with all applicable requirements of the contract, as well as state and federal regulations.

- Ensure established goals and objectives support the overall project strategies.

- Oversee all project administrative operations including budget, financial controls, and human resources.

- Plan, develop, and schedule priorities for achieving operational and performance goals.

- Review management, productivity, and financial reports and studies to ensure program objectives are met.

- Participate in internal audits, research studies, forecasts, and modeling exercises to support project direction and guidance.

- Manage operational managers, including monitoring performance, providing mentoring, and professional development guidance.

- Capture and maintain resource assignments and utilization across the enterprise to proactively assess and align staffing levels.

- Work with internal leadership to facilitate and define priorities including establishing milestones, realistic schedule and securing resources across all strategic initiatives.

- Ensure comprehensive management of defined initiatives that include monitoring of the budget, schedule, resource availability, and organizational alignment.

- Guide and support RFIs, RFPs and RFQs, response development including writing to management approaches, whitepapers, and concept development.

- 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, responsiveness, 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 that preserve relationships and contractual commitments.

- 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 that 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 related field required.

- 12-15 years of professional experience in a related field required.

- 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.

#ClinicalServices #LI-Onsite

Minimum Salary

$

130,000.00

Maximum Salary

$

175,000.00