Senior Program Director, Medicaid Eligibility Operations | Onsite in Richmond, VA | Relocation Assistance Available

Maximus

13d•$175,000 - $190,000•Onsite

About The Position

Maximus is seeking a Senior Program Director to provide strategic leadership, operational oversight, and financial management for a large, complex Medicaid eligibility program. The role oversees Medicaid eligibility call center operations, mailroom operations, quality, and appeals, ensuring alignment with client expectations, contractual commitments, and program goals. The position involves direct engagement with key client stakeholders and leadership across multiple functions in a large, matrixed organization. The Cover Virginia Operations program includes a statewide Medicaid call center; an Eligibility Central Processing Unit (CPU) that processes Medicaid applications and related appeals; the Cover Virginia Incarcerated Unit (CVIU), which supports correctional facilities and inmates with the Medicaid application process; and a centralized mailroom serving Cover Virginia and its localities. The Senior Program Director leads complex programs or portfolios with broad accountability for outcomes, governance, client relationships, delivery strategy, and operating models. The role is accountable for program financial performance, including budgeting, forecasting, resource allocation, profitability, and P&L management. It establishes workforce strategies and program-wide policies, procedures, standards, and controls; resolves operational, financial, and organizational challenges; and drives continuous improvement, innovation, efficiency, and scalability. The role leads and develops a multi-layered organization, partners with senior executives and cross-functional leaders, and builds strong customer, stakeholder, and industry relationships. It also supports technology enablement and business development, including solution development and responses to RFPs, RFIs, and RFQs. The position is based in Richmond, Virginia, and requires on-site work three to four days per week.

Requirements

Bachelor’s degree in a related discipline and 12 or more years of progressive professional experience, or an equivalent combination of education and experience.
At least 12 years of progressive leadership experience managing large-scale operations, programs, or business functions.
At least 7 years of executive-level leadership experience overseeing multiple departments, contracts, or complex organizational structures.
Experience in the public sector, healthcare, Medicaid, eligibility, or managed care programs.
Extensive experience overseeing enterprise-scale or large-scale contact center operations, including performance management, SLA accountability, workforce optimization, and customer experience.
Ability to work on-site in Richmond, Virginia, three to four days per week.
Demonstrated experience managing significant budgets, P&L responsibility, and operational performance metrics.
Experience leading geographically dispersed and cross-functional teams.

Nice To Haves

Hands-on leadership experience with large-scale mailroom or document processing operations, including SLA performance, workflow optimization, and service delivery outcomes.
Experience leading enterprise-scale or large-scale Quality Assurance and Appeals operations, including governance, regulatory compliance, performance management, metrics reporting, and continuous process improvement.

Responsibilities

Lead highly complex or enterprise-critical programs, or a portfolio of programs, with accountability for outcomes, governance, client relationships, delivery strategy, and operating model.
Define and drive program and functional strategies, setting short- to mid-term objectives aligned with business and client priorities.
Manage program financial performance, including budgeting, forecasting, resource allocation, profitability, and P&L management.
Establish operating frameworks, workforce strategies, and resource models to support effectiveness, scalability, and financial and business objectives.
Develop and govern program-wide policies, procedures, standards, and controls to ensure operational consistency, compliance, risk mitigation, and audit readiness.
Resolve complex operational, financial, and organizational challenges while driving continuous improvement, innovation, efficiency, and scalability.
Lead and develop a multi-layered organization through performance management, coaching, succession planning, and leadership development.
Partner with senior executives and cross-functional leaders to set priorities, allocate resources, and execute strategic initiatives.
Build customer, stakeholder, and industry relationships, communicating performance, technology initiatives, risks, and strategic priorities.
Lead technology enablement and business development, including operational technology adoption, solution development, strategic planning, and support for RFP, RFI, and RFQ responses.
Lead large, complex, multifunctional programs, directing workstreams, departments, and leadership teams to meet organizational goals and contractual obligations.
Establish governance structures and performance management frameworks, translate strategy into actionable plans, and drive measurable outcomes.
Serve as the primary client contact and trusted partner; lead executive discussions on performance, risk, service delivery, and growth opportunities.
Manage escalated client issues and develop resolutions that preserve client relationships and contractual commitments.
Align client expectations, contractual obligations, operational performance, and organizational objectives.
Foster accountability, engagement, inclusion, innovation, and continuous improvement; set performance expectations and recognize achievements.
Provide coaching and development to strengthen leadership capability, succession readiness, engagement, and retention.
Drive operational, financial, quality, compliance, and customer experience goals; influence stakeholders across a matrixed environment.
Lead teams through organizational growth, transformation, and change initiatives.

Benefits

Performance-based bonuses
Medical insurance
Dental insurance
Vision insurance
Prescription coverage
Partially funded HSA
Life insurance
Auto, home, renter’s, and pet insurance discounts
401(k) retirement savings plan with company matching
Unlimited time off, holidays, and extended sick leave
Short- and long-term disability coverage
Employee Assistance Program and physical, emotional, and financial wellness resources
Employee recognition platform
Tuition reimbursement
Employee perks and discounts
Professional development opportunities, including training programs, workshops, and conferences
Payment of expenses associated with renewing employee licenses and certifications
Paid holidays and paid time off