Senior Operations Manager (Onsite Richmond, Virginia)

Overview Senior Operations Manager will support project operations and partner with leaders across the Cover Virginia project to drive successful delivery of all project goals and deliverables. Primary responsibilities include maintaining high-performing mailroom operations that meet or exceed SLAs, proactively identifying and resolving delays or bottlenecks, and overseeing Quality Assurance and Appeals teams to maintain SLA performance and address trends that could impact performance or lead to financial penalties. Position is primarily onsite in Richmond, Virginia, with minimal hybrid flexibility. About the Program The Cover Virginia Operations is mainly 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), 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 – Options include Medical, Dental, Vision, Prescription, and HSA; also Life insurance and discounts on Auto, Home, and other insurance. Future Planning – 401K Retirement Savings plan with company matching. Unlimited Time Off Package – UTO, holidays, and extended sick leave, plus disability coverage. Holistic Wellness Support – Employee Assistance Program (EAP) for physical, emotional, and financial wellness. Recognition Platform – Acknowledge outstanding employee contributions. Tuition Reimbursement – Support for ongoing education and development. Employee Perks and Discounts – Exclusive benefits and discounts. Maximus Wellness Program – Wellness resources tailored to your needs. Professional Development Opportunities – Training programs, workshops, and conferences. Licensure and Certification Support – Expense coverage for license renewal. Essential Duties and Responsibilities Oversee daily operations of the team to meet performance metrics. Develop action plans and timelines for performance improvement. Maintain knowledge of performance requirements, corporate and project policies; communicate updates. Assess training needs to keep staff current on multiple programs. Collaborate with customers to ensure open communication and timely issue resolution. Address quality issues and facilitate corrections of actively monitored calls. Monitor performance goals, produce related reports. Provide leadership with updates on quality, training, policy, procedures, staff issues, and performance; elevate issues to project leadership. Ensure compliance with ISO standards and all applicable laws, regulations, policies, and procedures. Write performance appraisals, deliver corrective actions. Identify and resolve employee concerns and issues. Recommend policy changes and enable process improvements. Direct staff during complaints escalated to management. Support mailroom operations to meet SLAs, resolve delays, and maintain high standards for Quality Assurance and Appeals. Collaborate with leaders on challenges, trends, and risks, including financial implications. Ensure contractual obligations and project targets are achieved and safeguard financial health. Facilitate cross‑functional collaboration and continuous improvement. Serve as a resource for staff, clarify policies, and support development. Participate in program reviews, risk monitoring, and keep Project Manager informed. Partner with Training Department and Operations leadership on quality and performance. Engage in strategic planning and process improvement initiatives. Perform additional duties as assigned. Minimum Requirements Bachelor’s degree in relevant field or equivalent combination of education and experience. At least three 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. Experience with mailroom operations and equipment. Experience managing remote and onsite staff. Ability to build relationships with stakeholders and support client requests. Proficiency in Microsoft Office applications. Excellent written and verbal communication. Robust interpersonal and adaptability within a dynamic environment. Capacity to work independently while maintaining ethical standards and meeting performance expectations. Preferred Skills and Qualifications Bachelor’s degree. Experience with mailroom operations and equipment. Proficiency in Spanish and English. Training, coaching, and mentoring skills. 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: $105,000 Maximum Salary: $120,000 #J-18808-Ljbffr