Senior Operations Manager

The Senior Operations Manager is a manager-level operational leadership role responsible for day-to-day and management of unemployment assistance contact center service delivery. The position oversees teams responsible for claimant and employer support, claims intake assistance, adjudication, issue identification and referrals, inquiry resolution, escalation management, operational quality, and implementation of contact center procedures.

What You Will Do

The incumbent directly supervises the contact center operations managers and ensures they are managing and maintaining their responsibilities appropriately. The Contact Center Director ensures that operations comply with Massachusetts General Laws Chapter 151A, federal requirements, DUA policy, program integrity standards, accessibility and language access expectations, and established performance measures.

Why It Might Be a Fit

The position analyzes existing policies and procedures, identifies opportunities for improvement, and determines when policy changes are needed to enhance service delivery, operational effectiveness, and compliance. The incumbent develops, implements, and enforces Contact Center policies and procedures, monitors their effectiveness through data analysis and stakeholder feedback, and continuously refines processes to improve customer experience, employee performance, and organizational outcomes.

Requirements

• At least 5 years of full-time or equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management
• At least 1 year of experience in a project management, supervisory or managerial capacity
• A certificate in a relevant or related field may be substituted for 1 year of experience
• A Bachelor's degree in a related field may be substituted for 2 years of experience
• A Graduate degree in a related field may be substituted for 3 years of experience
• A Doctorate degree in a related field may be substituted for 4 years of experience

Benefits

• Comprehensive benefits package
• Employee benefits and rewards
• Outstanding suite of employee benefits
• Equal opportunity employer
• Affirmative action employer
• Diversity, affirmative action, and equal employment opportunity questions or reasonable accommodations