Program Director, Contact Center Operations

*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*

Lead a High-Impact Operation. Drive Results. Advance a Mission.

At Peckham we believe that People matter to us A WHOLE LOT. As a mission-driven nonprofit and award-winning social enterprise we create opportunities for individuals of all abilities while delivering exceptional customer experiences for our clients.

Were seeking an experienced and strategic Principal Program Executive to oversee a large-scale federal customer service contract supporting thousands of customers and employees across multiple locations. This is an opportunity to lead complex operations influence organizational strategy develop leaders and make a meaningful impact on both business performance and mission outcomes.

What Youll Do

As the Contract Leader you will have overall responsibility for contract performance customer satisfaction financial results and operational execution. You will serve as the primary client contact leading a large geographically dispersed workforce while ensuring consistent high-quality service delivery across all contract locations.

This role requires a leader who can balance big-picture strategy with day-to-day operational excellence building strong relationships while driving accountability continuous improvement and innovation.

Lead Contract Strategy & Performance

• Own and lead all aspects of contract performance including operational execution financial results customer satisfaction and compliance.
• Translate customer requirements into executable strategies that meet or exceed contractual obligations service level agreements (SLAs) quality standards and cost expectations.
• Partner with internal and external stakeholders on contract negotiations modifications renewals and strategic initiatives.
• Align contract operations with organizational goals while driving sustainable growth innovation and mission impact.

Build Trusted Client Partnerships

• Serve as the primary day-to-day client contact for contract operations and service delivery.
• Build strong transparent and solution-oriented relationships with customer stakeholders.
• Communicate performance results operational risks mitigation strategies and continuous improvement efforts.
• Anticipate evolving customer needs and position Peckham as a trusted strategic partner.

Drive Operational Excellence

• Lead multi-site contact center operations serving diverse customer populations.
• Oversee customer service delivery workforce management quality assurance training and continuous improvement initiatives.
• Monitor key performance indicators and leverage data to improve operational performance and customer outcomes.
• Ensure operational consistency scalability and service quality across all locations.

Ensure Contract Compliance & Risk Management

• Lead contract audit preparation response activities and corrective action planning.
• Provide oversight of compliance with contractual requirements federal regulations organizational policies reporting requirements and service level agreements.
• Establish and maintain risk management frameworks that proactively identify and mitigate operational contractual financial compliance and mission-related risks.
• Represent the contract in audits compliance reviews and enterprise initiatives to ensure alignment with contractual and regulatory requirements.

Manage Financial Performance

• Own contract P&L budgeting forecasting and resource allocation.
• Identify opportunities to improve efficiencies optimize costs and create additional value.
• Ensure financial performance aligns with contractual and organizational objectives.

Develop People & Culture

• Lead and develop a multi-layered organization of more than 1000 employees across multiple locations and remote environments.
• Coach and mentor directors managers and operational leaders.
• Foster a culture of accountability collaboration inclusion and continuous improvement.
• Champion Peckhams commitment to inclusive employment and career development opportunities.

Advance Workforce & Organizational Strategy

• Oversee workforce planning forecasting staffing models and capacity management.
• Drive organizational readiness for growth change and evolving customer requirements.
• Lead change management efforts related to technology implementation process improvements and operational transformation.

Required Qualifications

• Bachelors degree from an accredited institution.
• Five (5) or more years of senior leadership experience within large-scale contact center operations or similarly complex service environments.
• Demonstrated success leading large teams in multi-site or distributed environments.
• Strong client relationship management and customer-facing leadership experience.
• Experience managing performance against SLAs KPIs financial targets and contractual obligations.
• Strong business acumen and ability to make data-driven decisions.

Preferred Qualifications

• Masters degree.
• Experience supporting federal contracts government programs or other highly regulated environments.
• Experience leading compliance audit and risk management initiatives.
• Background in human services workforce development vocational rehabilitation or working with individuals with disabilities.

• A strategic and results-oriented leader.
• Skilled at building trusted client relationships.
• Comfortable leading large complex operations.
• Experienced in contract governance compliance and risk management.
• Passionate about developing people and creating inclusive workplaces.
• Committed to continuous improvement innovation and mission impact.

Why Peckham

When you join Peckham youre joining an organization that delivers exceptional service while creating meaningful opportunities for individuals with disabilities and other barriers to employment. Our work changes lives strengthens communities and demonstrates that business success and social impact can go hand in hand.

If youre a collaborative leader who thrives in complex environments and is passionate about making a difference we encourage you to apply.

Travel Requirements

Up to 25% travel to support operations across multiple Peckham locations and client sites. Travel may include visits to multiple locations within the same workday.

Additional Requirements

As required by certain customer contracts successful candidates may be required to obtain and maintain applicable professional certifications and/or security clearances as a condition of employment.

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
• Call us at
• 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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