Manager of Operations (M&O)
📍 Albany, NY – Onsite (Tue/Wed/Thu) + Hybrid 2 days
💲 Pay Range: $70 – $95/hour W2
🕒 Long-term contract (10+ years potential)
🔒 Must be on W2 (no C2C)
🚨 IMPORTANT: This role requires onsite work in Albany, NY three days per week (Tuesday through Thursday).
Candidates must be local to the Albany area or willing to relocate at their own expense. No relocation assistance is provided.
Overview:
We are seeking an experienced Manager of Operations (M&O) to lead the operations team for a major government-backed healthcare platform. This high-impact role supports a large-scale web-based system handling over 1 million Medicaid cases, with expansion plans into the millions. The ideal candidate will have deep ITIL-based process management expertise, strong leadership, and prior experience supporting Medicaid or other health and human services systems.
This position is exclusive to our client and offers long-term stability with the potential to convert to a full-time role with the client in the future.
Key Responsibilities:
Develop and implement an overall M&O strategy and ITIL-aligned processes
Lead Tier 3 ticket triage, escalation management, and stakeholder communications
Track KPIs and SLA performance; deliver monthly service reports
Manage production operations including job execution, data exchanges, notifications, and reporting
Conduct quality assurance reviews and drive continuous process improvement
Own incident, problem, and change management processes
Oversee documentation, training, and compliance with organizational standards
Top Required Skills:
✅ Strong leadership in IT operations and stakeholder management
✅ Hands-on experience with ITIL-based M&O process design and implementation
✅ Experience managing operations for large web-based systems (1M+ case volume)
✅ Deep understanding of Medicaid or similar government health/human services systems
✅ Comfortable with hybrid/onsite leadership and cross-functional team coordination
About the Role:
Long-term contract (10+ years potential)
Must be on W2 (no C2C)
Hybrid work schedule (Tue/Wed/Thu onsite in Albany)
Opportunity for eventual direct hire with client
Stable and visible role with significant impact on a mission-critical platform