AVP of Account Management
About the role
Peckham, Inc. is seeking an experienced and strategic Principal Program Executive to oversee a large-scale federal customer service contract supporting thousands of customers and employees across multiple locations. This role involves leading complex operations, influencing organizational strategy, developing leaders, and making a meaningful impact on both business performance and mission outcomes.
Responsibilities
Own and lead all aspects of contract performance, including operational execution, financial results, customer satisfaction, and compliance.
Translate customer requirements into executable strategies that meet or exceed contractual obligations, service level agreements (SLAs), quality standards, and cost expectations.
Partner with internal and external stakeholders on contract negotiations, modifications, renewals, and strategic initiatives.
Align contract operations with organizational goals while driving sustainable growth, innovation, and mission impact.
Build trusted client partnerships by serving as the primary day-to-day client contact for contract operations and service delivery.
Communicate performance results, operational risks, mitigation strategies, and continuous improvement efforts.
Drive operational excellence by leading multi-site contact center operations serving diverse customer populations.
Oversee customer service delivery, workforce management, quality assurance, training, and continuous improvement initiatives.
Ensure operational consistency, scalability, and service quality across all locations.
Manage financial performance by owning contract P&L, budgeting, forecasting, and resource allocation.
Develop people & culture by leading and developing a multi-layered organization of more than 1,000 employees across multiple locations and remote environments.
Advance workforce & organizational strategy by overseeing workforce planning, forecasting, staffing models, and capacity management.
Lead change management efforts related to technology implementation, process improvements, and operational transformation.
Requirements
Bachelor's degree from an accredited institution.
Five (5) or more years of senior leadership experience within large-scale contact center operations or similarly complex service environments.
Strong client relationship management and customer-facing leadership experience.
Experience managing performance against SLAs, KPIs, financial targets, and contractual obligations.
Strong business acumen and ability to make data-driven decisions.
Preferred Qualifications
Master's degree.
Experience supporting federal contracts, government programs, or other highly regulated environments.
Experience leading compliance, audit, and risk management initiatives.
Experience in human services, workforce development, vocational rehabilitation, or working with individuals with disabilities.
What You'll Bring
A strategic and results-oriented leader.
Skilled at building trusted client relationships.
Experienced in leading large, complex operations.
Passionate about contract governance, compliance, and risk management.
Committed to continuous improvement, innovation, and mission impact.
Why Peckham?
Join Peckham, an organization that delivers exceptional service while creating meaningful opportunities for individuals with disabilities and other barriers to employment. Our work changes lives, strengthens communities, and demonstrates that business success and social impact can go hand in hand.
Travel Requirements
Up to 25% travel to support operations across multiple Peckham locations and client sites. Travel may include visits to multiple locations within the same workday.
Additional Requirements
As required by certain customer contracts, successful candidates may be required to obtain and maintain applicable professional certifications and/or security clearances as a condition of employment.