Program Manager of Overseas Citizens Services
Peckham, Inc.
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Benefits offered by this job
Job summary
Peckham, a nonprofit community vocational rehabilitation organization, seeks a Program Manager to lead the Overseas Citizens Services program, overseeing operations, contract performance, risk management, and cross-functional collaboration to deliver exceptional service to government partners.
Reporting to the Managing Director, Contact Center Solutions, the role requires strong people leadership and experience in government contracting, customer engagement, and crisis readiness.
Qualifications
- Bachelor's degree from an accredited college or university or equivalent experience.
- 3-5 years of progressively responsible leadership in contact center, government contracting, or program management.
- Experience managing performance metrics, service levels, quality programs, and operational reporting.
- U.S. Citizen due to federal contract requirements.
- Experience leading cross-functional teams and managing customer-facing programs.
- Strong customer relationship management and stakeholder engagement skills.
- Excellent verbal, written, and presentation communication abilities.
- Ability to lead teams in fast-paced, high-volume environments.
- Willingness to support outside standard business hours, including crises.
- Masters degree is a nice-to-have.
- Experience working with people with disabilities or other barriers to employment is a plus.
- Program management or government contracting experience.
- PMI/Lean Six Sigma/COPC certifications a plus.
Responsibilities
- Manage day-to-day operations of the OCS program and ensure contract requirements, performance metrics, deliverables, and SLAs are met.
- Serve as the primary contact for customer engagement and maintain strong relationships with government stakeholders and internal leadership.
- Develop and execute customer relationship strategies to drive satisfaction and contract success.
- Lead regular customer business reviews and provide strategic recommendations aligned with customer objectives.
- Coordinate cross-functional resources across Operations, Workforce Management, Quality Assurance, Training, Reporting, HR, and other support functions.
- Oversee program reporting, quality management activities, and performance monitoring processes.
- Prepare and present operational reviews and executive briefings with recommendations for improvement.
- Plan for crisis activations and surge events requiring expanded hours and rapid deployment of resources.
Skills
Education
Tools
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.
The Program Manager is responsible for the overall operational management, customer engagement, contract compliance, and performance execution of the Overseas Citizens Services (OCS) program. Reporting to the Managing Director, Contact Center Solutions, this position serves as the primary operational liaison between Peckham and the customer and is accountable for delivering contract requirements, maintaining service levels, managing risks, overseeing reporting and quality initiatives, and coordinating cross‑functional resources. The Program Manager provides day-to‑day leadership for routine operations while ensuring organizational readiness for crisis events that may require 24/7 support, rapid scaling, and close coordination with government stakeholders. This role works closely with Operations, Workforce Management, Quality, Training, Reporting, Human Resources, Technology, and other support teams to ensure exceptional service delivery and customer satisfaction. The ideal candidate is a strong people leader, skilled relationship manager, and experienced contact center professional who thrives in a fast‑paced, high‑accountability government services environment.
- Manage day‑to‑day operations of the OCS program and support successful delivery of contractual requirements, performance metrics, deliverables, and service level agreements.
- Serve as the primary point of contact for customer engagement and maintain strong working relationships with Government stakeholders, Program Office representatives, and internal leadership.
- Develop and execute customer relationship strategies that strengthen partnership, promote customer satisfaction, and support long‑term contract success.
- Lead regular customer business reviews and provide strategic recommendations aligned with customer objectives.
- Anticipate customer needs, identify emerging requirements, and coordinate solutions across operational and support functions.
- Lead and coordinate daily program operations, ensuring alignment across Operations, Workforce Management, Quality Assurance, Training, Reporting, Human Resources, and other support functions.
- Monitor contract performance, identify operational risks, and implement corrective actions to maintain compliance with customer expectations and contractual obligations.
- Direct and develop supervisors, and other designated program personnel.
- Ensure customer requirements, concerns, and expectations are documented, communicated, and managed appropriately.
- Manage customer escalations and ensure timely resolution of service, operational, and contractual concerns.
- Oversee program reporting, quality management activities, and performance monitoring processes to ensure accurate and timely delivery of operational insights.
- Lead continuous improvement initiatives that enhance customer experience, operational efficiency, quality outcomes, and employee effectiveness.
- Collaborate with leadership to develop strategic plans, operational forecasts, staffing models, and program growth opportunities.
- Ensure operational readiness for crisis activations, surge events, and emergency response activities requiring expanded hours of operation and rapid deployment of resources.
- Support crisis operations by coordinating staffing, communications, escalation processes, reporting requirements, and stakeholder engagement during emergency events and contingency operations.
- Ensure contracted service levels, quality standards, and customer satisfaction objectives are consistently achieved.
- Partner with Workforce Management to ensure appropriate staffing levels, scheduling strategies, and resource allocation.
- Manage program execution to ensure adherence to budget, schedule, scope, and performance expectations.
- Develop, monitor, and communicate program goals, milestones, risks, and deliverables.
- Prepare and present operational reviews, performance reports, executive briefings, and recommendations for improvement.
- Assign responsibilities and establish accountability measures for program personnel.
- Identify operational challenges and resolve issues in a timely and effective manner.
- Coordinate recruitment, onboarding, and workforce planning activities to support program growth and continuity.
- Analyze operational data and trends to support decision‑making and continuous improvement initiatives.
- Manage relationships with vendors, subcontractors, and support organizations as required.
- Coordinate with Quality, Training, Reporting, Knowledge Management, and Workforce partners to ensure successful program execution.
- Support succession planning and employee development initiatives that build future leadership capability.
- Provide leadership during operational disruptions, customer escalations, crisis events, and emergency situations.
- Bachelors degree from an accredited college or university; an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities in workforce development may be considered.
- 3 - 5 years of progressively responsible leadership experience managing complex contact center, customer service, operations, government contracting, or program management environments.
- Experience managing performance metrics, service levels, quality programs, workforce planning activities, and operational reporting.
- U.S. Citizen required due to federal contract requirements with ability to successfully pass and maintain all required federal and state background investigations.
- Demonstrated experience leading cross‑functional teams and managing customer‑facing operational programs.
- Strong customer relationship management and stakeholder engagement skills.
- Exceptional verbal, written, and presentation communication abilities.
- Ability to successfully lead teams in a fast‑paced, high‑volume, and rapidly changing environment.
- Demonstrated ability to manage competing priorities, solve complex operational problems, and make sound decisions under pressure.
- Availability to support operational needs outside standard business hours, including crisis events, surge operations, and emergency activations.
- Nice to have Masters degree from an accredited college or university.
- Experience working with people with disabilities or other barriers to employment.
- Program management, project management, contact center management, or government contracting experience.
- Experience supporting federal government contracts.
- Experience managing large customer service or contact center operations.
- PMP, PMI, Lean Six Sigma, COPC, or equivalent professional certifications.
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.
The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case‑by‑case basis.
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.
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.
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.
- generous PTO policies
- modern facilities
- pet friendly work sites
- free fruit
- fitness classes
- massages available for purchase
- opportunities for flexible work arrangements
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.
To prove that people with disabilities and other barriers are more than capable of delivering world‑class, high‑quality products and solutions.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities.
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.
Email us at careers@peckham.org Call us at (517) 316‑4000 Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
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