AVP of Shared Services, Contact Centers

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

Job summary

Peckham, a nonprofit vocational rehabilitation organization, is seeking an AVP, Shared Services to lead the Contact Center Excellence group in Lansing, MI. You will build scalable operating models and oversee workforce planning, reporting, and quality programs.

This role drives customer experience, training, governance, and continuous improvement, partnering with CCS contracts to ensure performance, employee readiness, and compliance.

Qualifications

• Bachelor's degree required in business or related field.
• 8–10+ years of leadership in contact center operations or related service environments.
• Experience leading leaders and multiple operational support functions.
• Proven ability to drive analytics, process improvement, and change management.
• Strong strategic planning, business acumen, influence, and executive communication.

Responsibilities

• Establish the shared-services operating model, governance, standards, and expansion roadmap; align with CCS strategy and contracts.
• Lead performance reviews on service levels, quality, workforce effectiveness, CX, and improvements.
• Manage departmental budget, resources, and expenditures; mitigate risks to support continuity.
• Oversee forecasting, capacity planning, scheduling, staffing optimization, and real-time WFM.
• Oversee reporting, dashboards, scorecards, and measurement standards for leadership and stakeholders.
• Lead QA, training, knowledge management, and onboarding; ensure documentation and readiness.
• Drive Lean/Six Sigma/COPC projects to improve efficiency, quality, and costs.
• Develop leadership pipelines and succession plans in collaboration with HR.

Skills

Executive leadership

Strategic planning

Analytics

Change management

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

Lean Six Sigma

COPC

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.

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 Overview

The 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 do

• Establish 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 Planning

• Oversee 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 Insights

• Oversee 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 Excellence

• Lead 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 Excellence

• Lead 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.

Leadership Development

• 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.

Strategic Consulting & Business Development

• 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 need

• Bachelors 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 have

• Experience 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.

Physical Demands: Office and Administrative Support

The 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 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.

Business Line: Contact Center Solutions

Location: Lansing, MI

Worker Sub-Type: Staff Member

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.

EEO is Law

Peckham participates in the E‑Verify program.