Head of Shared Services & Contact Center Excellence

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

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.