Senior Operations Manager (DUA - Boston)

The DUA Contact Senior Operations Manager manages contact center operations for the Boston and Brockton locations. This position is as 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. The incumbent directly supervisors 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.

The Contact Senior Operations Manager uses service level information, workforce management data, quality assurance findings, customer experience trends, staffing information, and management reports to strengthen consistency, improve performance, support staff development, and maintain continuity of service. The Contact Center Senior Operations Manager works collaboratively with agency leadership and cross functional departments to improve operational efficiency and ensure alignment of Contact Center operations with agency wide objectives. 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.

Key Job Responsibilities:

• Oversee contact center operations for Boston and Brockton, including daily and weekly workload management, performance monitoring, service delivery planning, escalation oversight, and implementation of DUA contact center priorities.

• Manage subordinate front-line managers and supervisors by setting expectations, reviewing productivity and quality results, supporting consistent management practices, addressing performance concerns, and developing staff capabilities.

• Collaborates with leadership across departments to evaluate, develop, and implement policies that support the agency's strategic goals and operational objectives. Identifies opportunities for policy and procedural improvements that enhance cross functional collaboration and organizational effectiveness. Develops, implements, and continuously evaluates the effectiveness of policies and procedures, making revisions as necessary to improve operational efficiency, ensure regulatory compliance, and support consistent advancement.

• Coordinate with DUA leadership and internal business partners on policy implementation, adjudication and benefits support, employer and claimant service issues, technology changes, training needs, program integrity concerns, and modernization initiatives.

• Support budget, staffing, hiring, labor relations, performance management, facilities coordination, continuity planning, and administrative functions necessary to maintain effective contact center operations.

• Other duties, as assigned.