Description

The Senior Operations Manager will play a key role in supporting project operations and partnering with leaders across the Cover Virginia project to drive successful delivery of all project goals and deliverables. 

In this role, you will be responsible for maintaining high performing mailroom operations that consistently meet or exceed established service level agreements (SLAs), while proactively identifying and resolving potential delays or bottlenecks to support a high standard of service delivery. You will also oversee the Quality Assurance and Appeals teams, maintaining SLA performance and working closely with leadership to identify trends and address issues that could impact performance or lead to financial penalties. 

This position carries responsibility for meeting contractual requirements and project goals across your areas of ownership, while also supporting the overall financial success of the program.

This position is primarily onsite in Richmond, Virginia, with minimal hybrid flexibility.

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.

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:

• 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 resolutions
• 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 
• Oversee mailroom operations, ensuring service level agreements (SLAs) are met and proactively resolving delays or bottlenecks
• Supervise Quality Assurance and Appeals departments, maintaining high standards and achieving SLAs
• Collaborate with other leaders to address challenges, trends, and potential project risks, including those with financial implications
• Ensure contractual obligations and project targets are consistently achieved while safeguarding the operation’s financial health
• Foster active and professional communication with project contacts to support goal achievement
• Work closely with project management staff and leadership to monitor departmental performance and operational goals
• Swiftly and effectively address issues raised by clients or project staff
• Maintain daily communication with supervisors for task tracking and encourage cross-functional collaboration to streamline workflows and promote continuous improvement
• Serve as a resource for staff, resolving escalated issues, clarifying policies and procedures, and supporting team development
• Participate in program material reviews, risk monitoring, and keeping the Project Manager informed
• Partner with the Training Department and Operations leadership to address quality concerns and uphold annual performance standards
• Engage in strategic planning and ongoing process improvement initiatives
• Take on additional responsibilities as assigned

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
• Strong team management and motivational skills
• Extensive experience in a call center environment
• Background in Quality and Appeals Team management
• Background with mailroom operations and equipment
• Experience managing both remote and onsite staff
• Ability to build relationships with stakeholders and support client requests
• Proficiency in Microsoft Office applications
• Excellent written and verbal communication skills
• Robust interpersonal abilities and adaptability within a dynamic environment
• Capacity to work independently while maintaining ethical standards and meeting performance expectations

Preferred Skills and Qualifications:

• Bachelors degree
• Background with mailroom operations and equipment
• Bilingual proficiency in Spanish and English
• Training, coaching, and mentoring skills