Program Director, Contact Center Operations

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

Benefits offered by this job

Generous PTO policies

Modern facilities

Pet friendly work sites

Free fruit

Fitness classes

Massages available for purchase

Flexible work arrangements

Job summary

Peckham, Inc. seeks a Program Director for Contact Center Operations to lead a large federal contract across multiple sites and 1,000+ employees. The role oversees customer satisfaction, contract performance, and financial stewardship while guiding workforce strategy and compliance.

Executive leadership is required to build strategic relationships with the Program Office, manage audits, and drive growth while maintaining operational excellence and mission impact.

Qualifications

• Must have experience leading senior leaders and geographically dispersed teams.
• Proven ability to manage large-scale customer service or operational programs.
• Strong financial forecasting, budgeting, and performance improvement skills.

Responsibilities

• Serve as the executive owner for a large federal contact center program.
• Ensure contract performance, customer satisfaction, and financial targets across multiple sites.
• Lead workforce strategy, compliance, risk management, and program growth initiatives.

Skills

Leadership

Executive stakeholder engagement

Strategic planning

Financial management

Program management

Education

Bachelor's degree in business/related field

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.

Peckham, Inc.

Program Director, Contact Center Operations

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.

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.

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.

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.

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.

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.

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

• 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.

Business Line: Contact Center Solutions
Location: Phoenix, AZ
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 Benefits

• generous PTO policies
• modern facilities
• pet friendly work sites
• free fruit
• fitness classes
• massages available for purchase
• 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.

Pay Transparency Nondiscrimination Provision

Peckham participates in the E-Verify program. For more information please follow the link. For information on Immigrant and Employee Rights (IER), follow the link.