Description

Join us as a Call Center Business Operations Director and play a key role in shaping and expanding the DHS Customer Service Center, which supports critical human services programs serving individuals, families, and underserved populations.  In this role, you’ll guide process documentation, partner closely with DHS divisions, drive operational improvements, and support change management efforts that strengthen service delivery across social and community-based programs. If you excel at leading complex initiatives, building strong stakeholder relationships, and turning strategy into streamlined operations that enhance access to essential services, this role is for you.

This is an onsite position that requires work to be performed at our Little Rock, AR office. 

*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:

• Responsible for developing an effective Business Process team who will manage the analysis and implementation of sustainable business solutions
• Provide recommendations for the use of technologies in the organization’s various departments and projects
• Oversee the development of business analytics to identify and drive opportunities
• Support proposal activity for new business processes as needed
• Oversee timely and accurate reporting of operational metrics
• Provide leadership to multiple Business Process and Analyst teams and functions 
• Oversee the business continuity function in disaster recovery planning
•  Oversee all analyst activities, including the Quality Assurance testing function
• Ensure 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 the 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
• 10-12 years of relevant professional experience
• Equivalent combination of education and experience considered in lieu of degree
• Must possess a minimum of five (5) years of leadership experience in an organization that provides adult learning, workforce development, career training, employment placement or other related employment services targeting priority populations
• Experience in communication, strategic planning, problem solving, and financial management
• Must possess strong organizational and business management skills
• Experience in change management
• Human services experience
• Experience in Salesforce, Genesys and/or other similar platforms
• Must be willing and able to work onsite in Little Rock, AR

Preferred Requirements:

• Medicaid experience
• PMP certification