Contact Service Center Business Operations Manager

Maximus is currently seeking a dynamic and experienced Contact Service Center Business Operations Manager to support our AR NWD (Arkansas No Wrong Door) program. This high-level, client-facing role is critical to ensuring operational excellence, driving process improvements, and serving as a trusted advisor to internal and external stakeholders. The Contact Service Center Business Operations Manager is responsible for overseeing document control processes, driving continuous improvement initiatives, and providing strategic leadership to cross-functional teams. The ideal candidate will possess strong analytical skills, a collaborative mindset, and the ability to develop and maintain policies and procedures that align with program guidelines and organizational objectives.

This is a hybrid position that requires work to be performed both onsite at our Little Rock, AR office as well as remotely. The percentage of travel initially will be approximately 50%, however will depend on the nature of the project and related activities.

*This position is contingent upon contract award.*

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

Essential Duties and Responsibilities:

- Enhance and enforce the document control or change control governance processes.

- Provide oversight and perform research and gap analysis to determine and improve effectiveness of all operational documentation and processes.

- Provide leadership, guidance, and expertise to internal program management and support teams to solve issues, develop operational documentation, implement change requests, and document process changes.

- Provide analytical oversight and review of all relevant initiatives.

- Develop tools to enable leadership to address issues and make decisions related to change requests.

- Identify and resolve issues, problems, and concerns by leading cross functional teams.

- Develop, document, and maintain an effective set of policies and procedures consistent with program guidelines.

- Interface with management and steam to determine appropriate policies and procedures.

- Responsible for day-to-day operations to meet key performance metrics.

- Ensures that business rules and processes established by the Contractor are identified, documented and approved by DHS before and after system go-live.

- Oversee CSC development and expansion activities, including but not limited to interviews with DHS divisions.

- Recommend improvements to business processes to ensure that the CSC enables cost savings and improved functionality to DHS through process improvement.

- Oversee and consult on change management practices with Contractor and with DHS staff.

- Lead the development of the Interview Plan and Transfer of Operations Plan as well as ongoing maintenance of stakeholder relationships to ensure the CSC expansion vision is executed.

Minimum Requirements

- Bachelor's degree in related field.

- 5-7 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree.

- Five years of experience in management consulting and/or business analytics responsibilities on projects or similar scope required.

- Excellent written and verbal communication skills required.

- Previous experience in change management required.

- Previous experience in human services required.

- Knowledge of the Contractor's solution, having implemented and managed the solution in no less than one environment at least as complex as the Contractor's solution required.

- Proficiency in Microsoft Office Suite required.

Home Office Requirements:

- Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.

- Must currently and permanently reside in the Continental US.