Description & Requirements

Maximus is currently hiring a Sr. Operations and Workflow Manager. The Sr. Operations and Workflow Manager is responsible for end-to-end workflow execution, service levels, productivity, and continuous improvement across both front-office and back-office functions. They will provide leadership and oversight of daily operations, ensuring performance metrics, quality standards, and compliance requirements are consistently met. This role drives operational excellence through performance management, staff development, and continuous improvement initiatives.

The position collaborates closely with internal leadership and external stakeholders to support effective communication, resolve issues, and ensure adherence to policies, procedures, and regulatory requirements while delivering high-quality service outcomes.

This is an onsite position in Topeka, KS.

*This job is contingent upon contract award.*

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.

KEY FUNCTIONAL COMPETENCIES

Operations Management
-Workforce planning and staffing optimization.
-Capacity planning and forecasting.
-Workflow design and process improvement.
-Queue management and workload balancing.
-Business continuity planning.
-Operational risk management.

Eligibility Operations
-Understanding of eligibility determination processes.
-Knowledge of Medicaid eligibility rules and regulations.
-Experience managing production environments with accuracy and timeliness requirements.
-Familiarity with case management systems and workflow tools.

Contact Center Operations
-Call center metrics and performance management.
-Workforce management principles.
-Service level management.
-Escalation management.
-Quality assurance programs.
-Customer experience improvement.

Reporting and Analytics
-Ability to interpret operational performance data.
-Experience using dashboards and reporting tools.
-Root cause analysis.
-Trend identification and corrective action planning.
-Executive-level reporting.

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.

- Bachelor's degree in Business Administration, Public Administration, Healthcare Administration, Management, or related field.

- 8+ years of progressive operations management experience.

- 5+ years of experience managing large-scale customer service, Medicaid eligibility, human services, healthcare operations, or government services programs.

- 3+ years of experience in a senior leadership role overseeing multiple functional areas.

Preferred Skills and Qualifications

- Experience managing operations of at least 100-200 FTEs.

- Experience supporting state government contracts.

- Experience with eligibility determination programs, Medicaid, SNAP, TANF, CHIP, or similar public assistance programs.

- Prior Call Center experience

Home Office Requirements

-Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
-Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
-Must currently and permanently reside in the Continental US.

Minimum Salary

$

82,000.00

Maximum Salary

$

120,000.00