Senior Program Director, Medicaid Eligibility Operations | Onsite in Richmond, VA | Relocation Assistance Available

Maximus is currently seeking a Senior Program Director. In this role, you will provide 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 Medicaid Eligibility call center, mailroom operations, and quality and appeals while ensuring all areas are aligned to meet client expectations, contractual commitments, and program goals.

The role requires a leader with extensive experience managing complex, large-scale operations who can engage directly with key client stakeholders, lead multiple functions simultaneously, and influence a large, matrixed organization.

This position is based in Richmond, VA and requires on-site work three to four days per week.

About the program:

The Cover Virginia Operations is primarily composed of a statewide Medicaid call center, an eligibility Central Processing Unit (CPU) responsible for processing Medicaid applications and Appeals associated with those decisions. It also includes the Cover Virginia Incarcerated Unit (CVIU), which supports correctional facilities and inmates through the Medicaid application process. Additionally, there is a centralized mailroom that manages all incoming mail for Cover Virginia and its localities.

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.

Essential Duties and Responsibilities:

• Lead one or more highly complex and/or enterprise-critical programs with broad accountability for outcomes, governance, and senior client relationships. May lead a single very large program or a portfolio of programs and typically oversee a substantial staffing footprint with responsibility for setting delivery strategy and operating model.

• Define and drive program and functional strategies, establishing short- to mid-term objectives aligned with business and client priorities.

• Provide full accountability for program financial performance, including budgeting, forecasting, resource allocation, profitability, and P&L management.

• Establish the operating framework, workforce strategy, and resource model for large-scale programs, ensuring operational effectiveness, scalability, and achievement of financial and business objectives.

• Develop, implement, and govern program-wide policies, procedures, standards, and controls to ensure operational consistency, compliance, risk mitigation, and audit readiness.

• Resolve complex operational, financial, and organizational challenges while driving continuous improvement, innovation, efficiency, and scalability.

• Lead and develop a multi-layered organization through performance management, coaching, succession planning, and leadership development.

• Partner with senior executives and cross-functional leaders to establish priorities, allocate resources, and ensure successful execution of strategic initiatives.

• Build and maintain strong customer, stakeholder, and industry relationships, communicating operational performance, technology initiatives, risks, and strategic priorities to support customer satisfaction, retention, and business growth.

• Lead technology enablement and business development efforts, including adoption of operational technologies, solution development, strategic planning, and support of RFP, RFI, and RFQ responses.

Job-Specific Essential Duties and Responsibilities:

• 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 a related discipline and 12+ years of progressive professional experience required, or an equivalent combination of education and experience.

Job-Specific Minimum Requirements:

• 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.

• Must have Public-sector, healthcare, Medicaid, eligibility, or managed care program experience.

• Must have extensive experience overseeing enterprise-scale or large-scale contact center operations, including performance management, SLA accountability, workforce optimization, and customer experience.

• The ability to work on-site at our Richmond VA location three to four days per week is required.

• Demonstrated experience managing significant budgets, P&L responsibility, and operational performance metrics.

• Experience leading geographically dispersed and cross-functional teams.

Preferred Skills and Qualifications:

• 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-scale or large-scale Quality Assurance and Appeals operations, including governance, regulatory compliance, performance management, metrics reporting, and continuous process improvement initiatives.

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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

$175,000

Maximum Salary

$190,000