Program Director, Contact Center Operations

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Peckham, Inc. - Program Director, Contact Center Operations

Position Summary

The Program Director serves as the executive leader and overall business owner for a large federal customer contact center program. This position provides end-to-end accountability for customer satisfaction, contract performance, operational delivery, financial stewardship, workforce strategy, compliance, quality outcomes, risk management, and mission impact.

The Program Director leads a complex, geographically dispersed operation supporting approximately 1,000 or more employees across multiple sites and is responsible for the successful execution of a large federal contract. The role serves as the primary executive accountable for customer relationships, strategic planning, financial performance, operational excellence, workforce engagement, and long-term program growth.This position builds relationships and partners closely with federal customers, divisional leadership, corporate leadership, operational leaders, and cross-functional support teams, such as Workforce Management, Training, and Quality Management leaders, to ensure exceptional service delivery, regulatory compliance, continuous improvement, and achievement of organizational objectives.

Essential Functions

Customer Leadership

• Serve as the primary relationship owner for federal customer Program Office.
• Develop and maintain strategic customer relationships built on trust, transparency, accountability, and service excellence.
• Lead executive governance meetings, business reviews, strategic planning sessions, performance discussions, and contract negotiations.
• Represent the organization during customer meetings, audits, inspections, executive briefings, and industry engagements.
• Ensure customer expectations are consistently met or exceeded and proactively address emerging risks or concerns.

Business Ownership and Financial Stewardship

• Maintain full accountability for contract financial performance, revenue achievement, profitability, forecasting, and budget management.
• Own annual business plans, operating forecasts, workforce plans, and financial targets.
• Evaluate opportunities to improve operational efficiency, customer value, cost management, and overall program performance.
• Partner with finance, pricing, workforce management, reporting, other support teams and operational teams to optimize results.
• Support business development, recompete efforts, contract modifications, growth initiatives, and expansion opportunities.

Program and Operational Leadership

• Lead a complex multi-site contact center operation supporting federal customer programs and mission-critical services.
• Maintain accountability for all contract performance metrics, government assessments, customer scorecards, and contract performance evaluations.
• Establish strategic objectives, performance expectations, and governance processes across all operational areas.
• Ensure achievement of service level agreements, key performance indicators, customer experience goals, workforce objectives, and contractual requirements.
• Drive continuous improvement initiatives focused on quality, efficiency, service excellence, innovation, and employee engagement.
• Ensureoperational consistency and alignment across all locations and support functions.
• Lead program start-up, transition, transformation, and change management activities when required.

Compliance, Audit, and Risk Management

• Provide oversight of contract compliance and regulatory requirements.
• Ensure readiness for customer audits, organizational reviews, security inspections, and compliance assessments.
• Lead corrective action planning and implementation when deficiencies or performance concerns are identified.
• Establish and maintain risk management processes that proactively identify and mitigate operational, financial, contractual, customer, workforce, and compliance risks.
• Ensure adherence to all contract requirements, federal regulations, company policies, and industry standards.

Leadership and Talent Development

• Lead, coach, mentor, and develop senior leaders, managers, and emerging leaders throughout the organization.
• Foster a culture of accountability, servant leadership, continuous improvement, belonging, innovation, and collaboration.
• Build leadership capability and succession pipelines to support organizational growth and sustainability.
• Partner with Human Resources, Learning and Development, and operational leaders to strengthen talent development, retention, and employee engagement.
• Support the organization's mission through the creation of meaningful employment opportunities and career advancement pathways.

Strategic Planning and Growth

• Develop and execute short-term and long-term strategies that support customer success and organizational objectives.
• Evaluate emerging technologies, automation opportunities, workforce trends, and market developments.
• Collaborate with executive leadership on contract strategies, operational improvements, growth initiatives, and business transformation efforts.
• Support expansion into new services, programs, customers, and markets where appropriate.
• Serve as a strategic contributor to broader divisional planning and initiatives.

Minimum Qualifications

• Bachelor's degree in Business Administration, Public Administration, Organizational Leadership, Operations Management, or a related field.
• 8 or more years of progressively responsible leadership experience in contact center operations, business process outsourcing (BPO), customer experience management, federal contracting, or related environments.
• Five (5) or more years leading senior leaders, managers, and geographically dispersed teams.
• Demonstrated experience overseeing large-scale customer service or operational programs.
• Demonstrate experience leading managers and leaders within large-scale multi-site operations.
• Proven experience managing complex customer relationships and executive stakeholder engagement.
• Demonstrated financial management, forecasting, budgeting, and operational performance improvement experience.
• Experience serving as the primary customer contact for a major contract or program.

Preferred Qualifications

• Experience leading federal government customer contact center programs.
• Experience managing operations exceeding 500 employees across multiple locations.
• Demonstrated profit and loss responsibility.
• Experience managing large-scale federal service contracts, audits, compliance reviews, and regulatory requirements.
• Experience supporting contract transitions, growth initiatives, proposals, recompetes, and organizational transformation efforts.
• Master's degree in Business Administration, Public Administration, Organizational Leadership, or a related field.

Leadership Competencies

The successful Senior Program Director demonstrates:

• Strategic Thinking
• Customer Focus
• Financial Acumen
• Operational Excellence
• Executive Presence
• Change Management
• Talent Development
• Risk Management
• Cross-Functional Collaboration
• Continuous Improvement
• Mission Alignment

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled.  Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at careers@peckham.org
• Call us at (517) 316-4000
• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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