Senior Operations Manager

Maximus

Senior operations manager overseeing daily service delivery, staff performance, quality, and compliance for Maximus government programs in Baton Rouge. Leading improvement initiatives and issue resolution.

Posted 8/5/2026full-timeBaton Rouge • Louisiana • 🇺🇸 United StatesSenior💰 $82,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in overseeing team operations, ensuring compliance with ISO standards, and implementing performance improvement strategies. Possesses extensive experience in people management, training evaluation, and policy development within a call center environment.

Highest-signal resume keywords

People Management ExperiencePerformance Improvement StrategiesISO Compliance MonitoringCall Center OperationsPolicy Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Metrics ManagementTraining Needs EvaluationCorrective Action ImplementationPerformance Appraisal WritingProcess Improvement

Soft Skills

CommunicationCollaborationProblem SolvingConflict ResolutionLeadership

Tools & Technologies

Internet Connection ManagementWi-Fi TechnologyEthernet Patch Cable

Industry Keywords

Medicaid EnrollmentCall Center ExperienceCompliance with LawsCorporate PoliciesProject Leadership

About the role

Key responsibilities & impact

Oversee the daily operations of a team to ensure performance metrics are met
Provide action plans and timelines for performance improvement
Maintain knowledge of performance requirements and corporate and project policies and procedures
Provide policy and procedure updates to staff
Evaluate training needs for staff across multiple programs
Collaborate with customers to ensure communication, cooperation, and timely issue resolution
Address inadequate quality issues with supervisory and management teams regarding monitored calls
Monitor staff performance goals and objectives and complete related reports
Update leadership on quality, training, policy, procedure, staff, and departmental performance issues
Escalate issues to Project leadership in a timely manner
Monitor compliance with ISO standards as applicable
Implement corrective actions to ensure compliance with laws, regulations, policies, and procedures
Monitor and evaluate performance, write performance appraisals, and provide corrective actions
Identify and resolve employee issues, problems, and concerns
Recommend policy changes, establish procedures, and assist with process improvements
Direct staff when complaints are escalated to management
Perform other duties required by Project leadership

Requirements

What you’ll need

Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience, or equivalent combination of education and experience
Three or more years of people management experience
Prior call center experience preferred
Prior Medicaid Enrollment experience preferred
Internet speed of 25 Mbps or higher
Wi-Fi or Category 5 or 6 ethernet patch cable connection to the home router
Must currently and permanently reside in the Continental US
Ability to monitor compliance with ISO standards and applicable laws, regulations, policies, and procedures

Benefits

Comp & perks

Quarterly bonuses based on performance
Medical, Dental, Vision, and Prescription insurance plans
Partially funded HSA
Life insurance benefits
Auto, Home, Renter's, and Pet insurance discounts
401K Retirement Savings plan with Company Matching
Unlimited Time Off Package, including UTO, holidays, and sick leave
Employee Assistance Program (EAP) for physical, emotional, and financial wellness
Recognition Platform
Tuition Reimbursement
Employee perks and discounts
Maximus Wellness Program and Resources
Professional development opportunities, including training programs, workshops, and conferences
Internet connection requirements and home-office connectivity support