Sr Director – Business Solution Owner / Contact Center Solutions, Customer Experience - United States - 25747 - Maximus

General information

Job Posting Title

Sr Director – Business Solution Owner / Contact Center Solutions, Customer Experience

Date

Friday, October 11, 2024

City

Remote

Country

United States

Working time

Full-time

Description & Requirements

As part of the US Services Segment—and working collaboratively with the senior leadership team across Maximus—this is an opportunity to build the solutions that will usher in the next wave of healthcare, human services, and public health services for millions of people across the country.

Focused on customer and agent experience, you will be responsible for providing overall solution vision, omni-channel strategy, and execution for key pieces of our contact center solution across the US Services Market. You will be the go-to subject matter expert for the people, process and technology components supporting business development, operations, and technology partners with ensuring Maximus has the best solution in the market for our customers.

Solution owners are leaders and advocates for user experiences, product features, and solution partnerships at Maximus. We strive to build platform-based solutions; break down technical barriers; and strengthen existing systems. At Maximus we believe the contact center is much more than a telephony solution, and this solution owner will be responsible for the definition and evolution of our AI infused digital contact center services.

As the Business Solutions team, we have a mandate and a unique opportunity to impact important decisions across the US Services Segment. This role will have a direct impact in the way we interact with millions of people every day, and the experience our agents have in doing that.

Essential Duties and Responsibilities:

- Drive client-specific solution architecture, solution development, and communication in a complex technology environment of Maximus and non-Maximus technologies.

- Work with solution architectures and pursuit teams to define operational service and product functionality solutions for new business opportunities.

- Interface with business developers, account managers, competency managers, and executive management throughout all phases of solution development.  

- Work closely with cross-functional leaders across all strategic and product areas of Maximus to gain buy-in, forge partnerships, and build enthusiasm for the product vision

- Participate in solution selling activities to ensure that marketing plans align with sales and launch plans.  

- Establish go-to-market strategy for the product line, including potential direct and indirect monetization strategies- Assist and support activities to reduce gaps or inconsistencies in solutions, architectural design, deliverables, benefits, and messaging.

- Develop a Feature /Function Product/Solution Roadmap starting with core product and working with product owners across Maximus to deliver an integrated platform-based solution
- Investigate and analyze market/product offerings from competitors in each market, Translate to future product enhancements, etc.
- Review new policy and business requirements to ensure solution updates are identified and scheduled allowing for delivery within the market
- Identification of core product adoption opportunities for internal migrations from legacy solutions. Work with CDIO (including the Service Delivery team) for resource management.

Minimum Requirements

- Bachelor’s degree in Computer Science, Information Systems, Public Health or Administration, or equivalent practical experience
- 12 years in product management, including creation of a product vision, roadmaps, Product Requirement Documents, and Market Requirement Documents, and directing product launches
 Experience with enterprise-facing products such as SaaS platforms, internal infrastructure, at-scale program delivery software, and APIs

·  Fluency with Medicaid market dynamics and trends

·  Ability to drive innovation across multiple dimensions (product features, pricing, positioning), and inspire the team to build for the future

·  Proven ability to drive product excellence across many different product lines

·  Expertise in building and leading high-performing teams that have achieved audacious goals; a strong design aesthetic

·  Experience managing consumer and/or B2B experiences, with a focus on the user

·  Experience managing teams and working with cross-functional partners

·  Experience with healthcare and/or government programs

· Experience and exposure to using AI and machine learning technologies as applied to customer service or contact centers.

· Experience with Genesys and integrating contact center solutions into operations

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.