Program Director, Tolling & Contact Center Operations
Company: Maximus Location: Remote, US Employment Type: Full Time Date Posted: 10/21/2026 Job Categories:
Consulting Services, Customer Service and Call Center, Government and Policy, Executive Management
Job Description
Program Director, Tolling & Contact Center Operations
Maximus is currently hiring foraProgram Director to lead our NYS Thruway team.
The Program Directoris responsible for the day-to-day execution of the NYS Thruway project including leading all call center, QA, training, reporting, and compliance operations. You must have experience leading State government contracts that include call center and tolling components.
This position is contingent upon award and will be supporting a program within New York State. Travel will be required to New York as needed. Relocation assistance is provided.
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. - Act as the primary contact for the state client. - Ensure program operations are in compliance with all applicable requirements of the contract, as well as State and federal regulations. - Ensure goals and objectives are established by Project Manager that 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, to include performance appraisals, mentoring, and professional/development guidance. - Demonstrate a high level of dedication and proactive leadership in meeting corporate goals and program objectives. - Perform other duties as assigned by management.
Minimum Requirements
- Bachelor's degree in relevant field of study and 10+ years of relevant professional experience required.
- Experience leading day-to-day operations of state tolling contracts.
- Experience leading day-to-day operations for a large call center (~700 contact center agents) including meeting all KPIs, SLAs, quality, and compliance requirements.
- Must currently live in, or, be willing to relocate to New York state.
- Experience implementing a State contract of at least 750 people.
- Project Management Professional (PMP) certification.
- Experience creating and presenting reports to clients, highlighting successes, identifying opportunities for improvement, and creating and leading process improvement efforts.
EEO Statement
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.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com.
