Senior Program Director, Contact Center Operations | Onsite in Frankfort, KY | Relocation Available

Maximus is currently seeking an experienced Senior Program Director to provide executive leadership for a large, complex Contact Center as a Service (CCaaS) program. The program encompasses a large-scale contact center of approximately 500 seats, enterprise CCaaS technology, help desk and service support, staff augmentation services, and performance commitments governed by multiple service-level agreements (SLAs).

The Senior Program Director will plan, direct, manage, and oversee the full scope of vendor project and program management activities, providing an integrated view across implementation, operations, technology, workforce, financial performance, compliance, and client delivery. This leader will serve as the senior executive relationship owner for the client and will be accountable for aligning multiple workstreams, resolving cross-functional issues, managing risk, and delivering contractual outcomes at scale.

This is an onsite position in Frankfort, KY, with relocation assistance available.

This position is contingent upon contract award.

Current Project Management Professional (PMP) certification required.

Why Maximus?

• 🔄 Work/Life Balance Support - Flexibility tailored to your needs!

• 💰 Competitive Compensation - Bonuses based on performance included!

• 🛡️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

• 🌟 Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

• 🏝️Unlimited Time Off Package - Enjoy UTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

• 🌱 Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

• 🏆 Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

• 📚 Tuition Reimbursement - Invest in your ongoing education and development.

• 🎁 Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

• 🌟 Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

• 📚 Professional Development Opportunities-Participate in training programs, workshops, and conferences.

• 📝Licensures and Certifications-Maximus assumes the expenses associated with renewing licenses and certifications for its employees.

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.

Job-Specific Essential Duties and Responsibilities:

• Provide overall executive leadership and accountability for the Kentucky CHFS CCaaS program, including contact center operations, CCaaS technology, help desk and service support, staff augmentation, implementation, and ongoing service delivery.

• Plan, direct, manage, and oversee all vendor project management activities, maintaining an integrated view of program scope, schedule, dependencies, resources, risks, issues, deliverables, and contractual commitments.

• Lead a large-scale, multi-workstream service environment of approximately 500 seats and establish the governance, operating cadence, escalation paths, and performance discipline needed to deliver consistent results.

• Serve as the senior executive point of contact for CHFS, building trusted relationships with client executives and key stakeholders from implementation through steady-state operations and contract maintenance.

• Own program performance against contractual requirements, key performance indicators, and SLAs; direct corrective action and executive escalation when service, schedule, quality, or compliance performance is at risk.

-Provide oversight across CCaaS platform delivery, large-scale telephony, CRM, workforce management, reporting and analytics, knowledge management, quality, training, help desk, and operational support functions.

• Direct the coordination of internal teams, subcontractors, technology partners, and augmented staff to ensure clear accountability, effective resource allocation, and seamless delivery across all workstreams.

• Oversee program financial performance, including budgeting, forecasting, financial controls, resource utilization, and profit-and-loss management.

• Ensure program operations comply with contract requirements and applicable state and federal regulations, and support audits, reviews, reporting, and remediation activities.

• Lead implementation and transition activities, including readiness, staffing, technology deployment, operational acceptance, service stabilization, and transition to ongoing operations.

• Anticipate program risks and interdependencies; drive timely decisions, mitigation plans, and issue resolution across operational, technical, staffing, and client-facing workstreams.

• Build and lead a high-performing management team, providing direction, coaching, performance oversight, succession planning, and professional development.

• Support contract growth, change requests, renewals, and proposal activities, including management approaches, RFIs, RFPs, RFQs, white papers, and concept development.

Minimum Requirements

'- Bachelor's degree in related field required.

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

Job-Specific Minimum Requirements:

• Bachelor's degree in business, public administration, information technology, project management, healthcare administration, or a related field. An equivalent combination of education and directly relevant experience may be considered.

-12 years professional experience

• Current Project Management Professional (PMP) certification required.

• At least 7 years of management experience, including responsibility for complex, multi-workstream projects or programs.

-Extensive senior leadership experience directing large-scale contact center or CCaaS implementations and operations, preferably in an environment of approximately 500 seats or comparable scope and complexity.

• Demonstrated experience integrating contact center operations with enterprise technology, help desk or service support, and staff augmentation delivery models.

• Proven executive client relationship experience, including governance, executive communications, issue escalation, contract performance, and delivery accountability.

• Demonstrated responsibility for SLA-driven operations, including performance monitoring, corrective action, risk management, and executive reporting.

• Experience leading cross-functional teams spanning operations, technology, workforce management, quality, training, finance, compliance, and subcontractor or partner delivery.

• Financial management experience, including budgeting, forecasting, resource planning, and P&L accountability.

• Ability to work on-site in Frankfort, Kentucky. Candidates must live within a reasonable commuting distance or be willing to relocate.

Preferred Skills and Qualifications:

• Experience delivering programs for state government, health and human services, Medicaid, or other regulated public-sector environments.

• Experience with enterprise CCaaS platforms, large-scale telephony, CRM solutions, omnichannel service delivery, and service management environments.

• Experience leading implementation through steady-state operations for complex outsourced or managed-services programs.

• Consulting, systems-integration, or large-scale transformation experience.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$180,000

Maximum Salary

$190,000