Sr. Director, CX Market Lead

Description & Requirements Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit Essential Duties and Responsibilities: - Ensure program operations comply with all applicable requirements of the contract, as well as state and federal regulations. - Ensure established goals and objectives support the overall project strategies. - Oversee all project administrative operations including budget, financial controls, and human resources. - Plan, develop, and schedule priorities for achieving operational and performance goals. - Review management, productivity, and financial reports and studies to ensure program objectives are met. - Participate in internal audits, research studies, forecasts, and modeling exercises to support project direction and guidance. - Manage operational managers, including monitoring performance, providing mentoring, and professional development guidance. - Capture and maintain resource assignments and utilization across the enterprise to proactively assess and align staffing levels. - Work with internal leadership to facilitate and define priorities including establishing milestones, realistic schedule and securing resources across all strategic initiatives. - Ensure comprehensive management of defined initiatives that include monitoring of the budget, schedule, resource availability, and organizational alignment. - Guide and support RFIs, RFPs and RFQs, response development including writing to management approaches, whitepapers, and concept development. Minimum Requirements: - Bachelor's degree in related field required. - 12-15 years of professional experience in a related field required. The CX Market Lead - Civilian is a key leader within the Maximus Federal Total Experience Solutions and Services Team and reports directly to the VP of Total Experience Solutions and Services. In this role, you will work in partnership with Maximus Federal Civilian market leaders and teams that support existing Maximus Civilian accounts. The CX Market Lead -Civilian will support CX strategy development within a well-defined portfolio of current Maximus programs, as well as within targeted markets for expansion within the Federal Civilian market. The CX Market Lead - Civilian will collaborate with Civilian market leaders and teams to develop strategies to support growth opportunities in the federal civilian market by supporting customer engagements, understanding customer challenges and priorities, and developing customer-focused strategies that align to their agency missions, service modernization and improvement initiatives, and experience improvement goals. As the CX Market Lead - Civilian, you will:
?Be responsible for evolving and strengthening the Total Experience Solutions and Services capabilities within Maximus Civilian programs.
?Be responsible for the integration of CX growth initiatives with Maximus Federal Civilian Market Lead and teams.
?Be a thought leader representing Maximus in the business discipline of customer experience including governance, customer understanding, insights and measurement, innovation and modernization, and strategy development.
?Be responsible for senior-level engagement and growing our relationships with Federal government customers, industry partners, and technology integrators to support the development of CX strategy and market penetration.
?Develop CX marketing position, communications, client, and industry messaging, thought leadership and market relevant points of view in collaboration with Maximus Federal Market Leads and Federal marketing team. Represent Maximus at industry and Federal government events.
?Collaborate with Federal Civilian Market Lead and Federal Civilian teams to contribute to their campaign roadmaps, business plans, and associated pipelines for growth, market expansion and maturity in CX.
?Establish a strong presence in the Federal Government CX space, responsible for identifying, positioning, influencing, and shaping future opportunities and recompetes, subject matter expert and executive capture resource support.
?Improve the quality and depth of our CX market and competitive intelligence to influence and enhance positioning on targeted opportunities.
?Cultivate relationships and work across functional areas in Maximus Federal including business development and capture, solutions and technology, new markets, and operations and delivery teams.
?Continue to develop and implement Federal-wide CX initiatives, evolving the CX culture across Maximus.
?Advise Maximus Federal programs on the state of CX in the federal government to position Maximus.
?Support new business capture strategies and execution to enhance win probability by enabling and infusing intentional CX best practices into proposals and solutioning.
?Demonstrate subject matter and domain expertise and keep abreast with new and emerging technologies and trends. Bring innovative ideas and solutions to new and existing contracts. Education and Requirements
?Bachelor's degree from an accredited college or university required, preferred field of study in government, business administration or public policy.
?Knowledge of Federal government procurement practices and budget life cycle.
?At least 10 years of related leadership experience in the business process services, contact center, digital services, and/or customer experience space.
?At least 5 years of experience conducting consulting, management, and capture activities in the Federal government Civilian sector.
?Knowledge of business and technology solutions that Federal government purchases.
?Stand out communications skills and high energy level.
?Proven ability to work as an individual and as part of a multidisciplinary team and proven experience in identifying, shaping, and driving new business.
?Strong problem solving and critical thinking skills.
?Ability to set priorities, focus on details and motivate internal and external teams to deliver agreed-upon goals.
?Existing relationships with relevant industry and partners, Administration, and Federal Civilian government agencies required.
?Ability to travel MD, DC, VA federal and industry CX and technology events with occasional travel to select meetings and conferences representing Maximus. EEO Statement 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.