Program Director, Contact Center Operations

In-Person

Phoenix, AZ

East Phoenix, AZ

Full time

R0009608

Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.

To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences

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 (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you

• Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you

• Email us at [email protected]

• 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.

Business Line:

Contact Center Solutions

Location:

Phoenix, AZ

Worker Sub-Type:

Staff Member

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ABOUT PECKHAM

Peckham is a national award-winning social enterprise, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

MISSION

Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.

VISION

To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.

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. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

Peckham participates in the E-Verify program. For more information please click follow this link (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf)

For information on Immigrant and Employee Rights (IER), follow this link (https://www.justice.gov/crt/case-document/file/1133936/download)

Pay Transparency Nondiscrimination Provision

REASONABLE ACCOMMODATION NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

[1] Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

Visit www.peckham.org to learn more.