AVP of Shared Services, Contact Centers

Peckham; Lansing (MI); On-site; USD 120,000 - 180,000; Full time

Job summary

Peckham in Lansing, MI seeks an AVP of Shared Services to lead the Contact Center Excellence organization. You will build scalable workforce planning, governance, and reporting across CCS contracts, driving customer experience and execution excellence.

The role partnerships span operations, HR, and technology to sustain improvements. Ideal candidates will bring 8–10+ years in contact center leadership, strong analytic capabilities, and a track record of developing leaders and high-performance

Qualifications

• Requires strong leadership experience in contact center operations or shared services.
• Demonstrated ability to lead leaders and multiple operational support functions.
• Proven track record of analytics-driven improvements and change management.

Responsibilities

• Establish the shared-services operating model, governance, standards, and expansion roadmap.
• Lead performance reviews and accountability routines covering SLAs, quality, and customer experience.
• Manage departmental budget and resource investments; mitigate risks for business continuity.
• Oversee forecasting, capacity planning, scheduling, staffing optimization, and real-time WFM across contracts.
• Oversee accurate reporting, dashboards, and metrics for leadership and stakeholders.
• Lead QA, training, and knowledge management; measure training effectiveness and readiness.
• Drive continuous improvement using Lean/Six Sigma/COPC; prioritize sustainable outcomes.

Skills

Leadership

Strategic thinking

Analytics

Communication

Change management

Forecasting

Education

Bachelor's degree in Business Administration/Operations Management/Public Administration/Organizational Leadership

Tools

COPC

Lean

Six Sigma

Job description

*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*At Peckham, people matter. A whole lot. Working at Peckham means you’ll find a safe space to grow, the freedom to take risks and an opportunity to succeed. When you choose Peckham, you choose more than a job—you join a mission-driven community that values connection, inclusion and personal growth. Our supportive and flexible environment offers holistic and rewarding work experiences tailored to your needs and emphasizing your wellbeing. Integrated into every role is the opportunity to support Peckham’s mission, make a lasting impact on people, and uplift our community.A Brief OverviewThe AVP, Shared Services leads the Contact Center Excellence organization and is responsible for building a scalable model that can be implemented across all Contact Center Solutions (CCS) contracts. The role oversees workforce management, reporting and analytics, quality assurance, customer experience, training, knowledge management, leadership development, and continuous improvement to strengthen contractual performance, operational efficiency, employee readiness, and customer satisfaction.What you will doEstablish the shared-services operating model, governance, standards, and expansion roadmap; align priorities with CCS strategy, customer requirements, and contractual obligations.Lead performance reviews and accountability routines covering service levels, quality, workforce effectiveness, customer experience, and improvement results.Manage departmental budget, resource investments, and expenditures; mitigate operational, workforce, compliance, and service delivery risks to support business continuity.Workforce Management & Resource PlanningOversee forecasting, capacity planning, scheduling, staffing optimization, and real-time workforce management to meet customer demand and contractual service levels.Partner with operations leaders to address staffing risks and improve forecast accuracy, schedule efficiency, workforce utilization, and productivity; develop scalable staffing models across contracts.Operational Intelligence, Reporting & Business InsightsOversee accurate, timely reporting, executive dashboards, scorecards, and measurement standards for leadership, operations, customers, and contract stakeholders.Translate workforce, quality, customer experience, productivity, and business trends into actionable recommendations that guide planning, accountability, and executive decisions.Customer Experience, Quality & Performance ExcellenceLead quality assurance, monitoring, calibration, and customer experience programs that promote compliance, consistency, customer satisfaction, and first-contact resolution.Use quality findings, customer feedback, and performance trends to identify improvements and partner with operations leaders on accountability for results.Oversee training, onboarding, learning programs, and knowledge management; maintain accurate, accessible knowledge resources, standardized procedures, and documentation.Measure training effectiveness through employee readiness and performance outcomes; prepare teams for operational changes, new programs, and evolving customer requirements.Continuous Improvement & Process ExcellenceLead cross-functional improvement initiatives using Lean, Six Sigma, COPC, or similar methods, operational data, and root-cause analysis to improve efficiency, quality, workforce effectiveness, customer experience, and costs.Prioritize improvement investments and measure and communicate sustainable business results, efficiencies, and organizational impact.Recruit, coach, develop, and retain managers and professionals; establish clear expectations, accountability, succession plans, and leadership pipelines. This will be in partnership with our Human Resources teams.Build leadership development frameworks with operations leaders to strengthen management, coaching, engagement, and succession readiness; foster accountability, innovation, continuous learning, and customer focus.Advise CCS leadership on performance, workforce strategy, organizational structure, resource allocation, and technology investments.Partner with technology teams to optimize support platforms and implement automation, artificial intelligence, and process innovations; lead associated change management.Support business development, proposals, contract transitions, startups, and expansion; represent Contact Center Excellence in executive and customer meetings, audits, compliance reviews, and governance forums.What you will NeedBachelors degree in Business Administration, Operations Management, Public Administration, Organizational Leadership, or a related field; equivalent experience may be considered.8-10 or more years of progressively responsible leadership experience in contact center operations, workforce management, operational excellence, customer experience, or related service delivery environments.Experience leading leaders and multiple operational support functions in complex environments; demonstrated success building, transforming, scaling, or optimizing support organizations.Demonstrated measurable improvement through analytics, process improvement, organizational development, and change management; experience developing leaders, succession pipelines, and high-performing teams.Strong strategic planning, business acumen, influence, communication, and executive leadership skills; ability to analyze complex operational challenges and develop practical, scalable solutions.Ability to conduct effective governance, compliance and risk mitigation, current knowledge resources, and scalable shared-service capabilities for CCS growth.Skilled in accurate reporting and actionable insights providing measurable efficiency and cost improvements through analytics, process optimization, and innovation.Ability to improve customer experience, quality, employee readiness, leadership capability, and succession readiness.Skilled in executing contractual service level and performance achievement; stronger workforce planning, staffing effectiveness, utilization, and productivity.Nice to haveExperience with federal government contracts, performance-based service environments, and large-scale, multi-site contact centers.Experience leading shared-service, operational excellence, or business transformation organizations and implementing workforce management, customer experience, quality, reporting, training, or operational excellence frameworks.• Lean, Six Sigma, COPC, PMP, or other operational excellence certifications.Ability to implement advanced analytics, automation, or artificial intelligence in contact centers.At Peckham, you'll join a mission-driven organization committed to supporting growth and creating lasting impact. If you or someone you know is passionate about making a positive impact in a people-first organization, we encourage you to apply and join us on the journey.Physical Demands: Office and Administrative SupportThe general nature of this position operates in a professional office environment. The environment has standard office lighting, temperature, and noise levels. The role involves prolonged periods working on a computer and engaging in virtual or in-person meetings. Additionally, it also requires the ability to sit for extended periods, use standard office equipment, and perform repetitive tasks such as typing and data entry. The role may involve light lifting (up to 20 pounds) and occasional standing or walking.PHYSICAL DEMANDSThe physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYEREEO/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 NOTICEFederal 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:Email us at [e-mail] us at [phone]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 SolutionsLocation:Lansing, MIWorker Sub-Type:Staff Member