Senior Program Director, Tolling & Contact Center Operations (Onsite – New York | Relocation Available)

Join Maximus as a Senior Program Director overseeing tolling and contact center operations at the Ny State Campus in Albany County. This is a full-time, onsite leadership role guiding the strategic vision and operational excellence of the NYS Thruway program.

The Opportunity

Maximus seeks an experienced Senior Program Director to lead mission-critical tolling and customer contact operations for New York State. In this strategic role, you'll shape the direction of a major transportation program, drive performance results, and build lasting partnerships with government stakeholders. This is your opportunity to make a tangible impact on a statewide initiative that serves millions of commuters while building a high-performing team.

Day-to-Day Responsibilities

• Direct the overall strategic vision and execution of the NYS Thruway tolling and contact center operations program
• Oversee financial performance including budget management, revenue targets, and cost optimization across tolling and customer service functions
• Monitor program performance metrics, system health, and operational KPIs; drive continuous improvement initiatives
• Lead client engagement and stakeholder communication with New York State government leadership and agency partners
• Manage post-launch system support, including troubleshooting operational challenges and ensuring service continuity
• Build and develop a high-performing management team responsible for day-to-day tolling and contact center operations
• Coordinate cross-functional initiatives between tolling systems, customer service, and technology teams

Qualifications

• Demonstrated strategic leadership experience managing large-scale government contracts or public-sector programs
• Proven expertise in toll collection systems, tolling operations, or transportation technology environments
• Call center and customer contact operations background, with knowledge of service delivery models and performance management
• Strong P&L and financial management capabilities
• Experience implementing and supporting complex systems post-implementation, with ability to troubleshoot operational issues
• Executive presence and capability to influence government stakeholders at senior levels
• Bachelor's degree in business, operations, public administration, or related field (or equivalent professional experience)

Why Join Maximus

Maximus is a trusted partner to government agencies, delivering mission-critical programs that improve public services. As a Senior Program Director, you'll lead a team committed to excellence, work with innovative tolling and customer service technologies, and contribute to a program serving the New York region. You'll join a company that values strategic thinking, operational discipline, and genuine partnership with the communities we serve.

Apply Today

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