Sr. Project Director-Government BPO Operations

Knowledge Services is actively seeking a Sr. Project Director- Government BPO Operations for a full time, direct hire opportunity with one of our clients. This person must live within the greater Columbus, OH area.

• Maintain primary responsibility for ensuring customer satisfaction, resolving compliance issues, and accountability for profit & loss with assigned contracts and lines of business.
• Manage all aspects of the customer relationship for assigned contracts ensuring effective and efficient communication along with addressing and resolving customer complaints.
• Manage overall operations and performance of assigned contracts including P&L, quality and compliance with all terms and conditions along with preparing and analyzing regular performance reports.
• Work collaboratively and effectively with IT to ensure that product and service applications and technologies are optimized for contract compliance, productivity, and quality performance.
• Provide leadership and direct supervision to assigned employees, including setting goals, monitoring work performance, coaching and evaluating results to ensure that objectives are met.
• Manage continual process improvement by monitoring, refining, and optimizing workflow and processes with the goal of continuously improving overall effectiveness (efficiency, productivity, and quality).
• Interpret policies, procedures, and goals of the company for subordinates.
• Create an entrepreneurial work environment by involvement in developing and hiring superior talent and instilling a culture of accountability, measurability, and discipline without undue bureaucracy.
• Maintain up-to-date and accurate knowledge with all applicable statutes, regulations and contractual requirements and ensures the project is in compliance with all and ensures all program/client services are effectively and efficiently delivered.
• Participate in the monitoring of the operational budget related to assigned contracts.

Must Have:

• Client Management experience – proven history of managing client relationship ensuring effective and efficient communication, addressing and resolving customer complaints
• Previous experience being accountable for profit & loss and budget ownership, quality and compliance with all terms and conditions along with preparing and analyzing regular performance reports
• Experience maintain up-to-date and accurate knowledge with all applicable statutes, regulations and contractual requirements and ensures the project is in compliance with all and ensures all program/client services are effectively and efficiently delivered.
• Previous experience working for State or Federal clients or worked for a company that outsources for State/Federal clients 
• Knowledge and management of KPRs/Contract oversight as well as client management are a must have.
• Proven experience directing and responsible for the activities of one or more functional areas, divisions, product groups or service areas through senior managers who have overall responsibility for the successful operation of those assigned areas.
• Driven and eager about the position and Maximus – possess drive and the desire to move forward and be successful in the position/company.
• Strong strategic operator
• Bachelor's degree from an accredited college or university required, preferred field of study in Health or Social services field, equivalent experience considered in lieu of degree
• Experience with large-scale project, with demonstrated ability to timely and efficiently lead projects which deliver high-quality operational and financial performance results
• Proven experience directing and responsible for the activities of one or more functional areas, divisions, product groups or service areas through senior managers who have overall responsibility for the successful operation of those assigned areas.

Nice to Haves:

• Requires in-depth knowledge of leading and/or working with functional areas and developing business strategies.
• Experience interacting internally and externally with executive level management, requiring negotiation of extremely critical matters.
• Previous experience managing IT implementations is preferred
• Medicaid or other public assistance programmatic and/or eligibility experience preferred
• Ability to establish and maintain relationships with stakeholder and advocacy groups

Company Benefits:

This company offers a multitude of excellent employee benefits including Medical, Dental, Vision, and Life insurance, prescription drug coverage, HSA, PTO, paid holidays, 401K matching, annual bonus, huge growth opportunities, and more.

Knowledge Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Applicants with disabilities may contact the Talent Division via telephone, e-mail, and other means to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Talent Services Team at TalentHR@knowledgeservices.com or 317.806.0005.

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