Program Director, Contact Center Operations

Staff positions are supportive roles providing support to our rehabilitation mission.

About the role

Lead a high-impact federal customer service contract supporting thousands of customers and employees across multiple locations. This is an opportunity to oversee complex operations, influence organizational strategy, develop leaders, and make a meaningful impact on both business performance and mission outcomes.

Responsibilities

• Lead Contract Strategy & Performance
  • 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
  • Serve as the primary day-to-day client contact for contract operations and service delivery.
  • Build strong, transparent, and solution-oriented relationships with customer stakeholders.
  • Communicate performance results, operational risks, mitigation strategies, and continuous improvement efforts.
  • Anticipate evolving customer needs and position Peckham as a trusted strategic partner.
• Drive Operational Excellence
  • Lead multi-site contact center operations serving diverse customer populations.
  • Oversee customer service delivery, workforce management, quality assurance, training, and continuous improvement initiatives.
  • Monitor key performance indicators and leverage data to improve operational performance and customer outcomes.
  • Ensure operational consistency, scalability, and service quality across all locations.
• Ensure Contract Compliance & Risk Management
  • Lead contract audit preparation, response activities, and corrective action planning.
  • Provide oversight of compliance with contractual requirements, federal regulations, organizational policies, reporting requirements, and service level agreements.
  • Establish and maintain risk management frameworks that proactively identify and mitigate operational, contractual, financial, compliance, and mission-related risks.
  • Represent the contract in audits, compliance reviews, and enterprise initiatives to ensure alignment with contractual and regulatory requirements.
• Manage Financial Performance
  • Own contract P&L, budgeting, forecasting, and resource allocation.
  • Identify opportunities to improve efficiencies, optimize costs, and create additional value.
  • Ensure financial performance aligns with contractual and organizational objectives.
• Develop People & Culture
  • Lead and develop a multi-layered organization of more than 1,000 employees across multiple locations and remote environments.
  • Coach and mentor directors, managers, and operational leaders.
  • Foster a culture of accountability, collaboration, inclusion, and continuous improvement.
  • Champion Peckham's commitment to inclusive employment and career development opportunities.
• Advance Workforce & Organizational Strategy
  • Oversee workforce planning, forecasting, staffing models, and capacity management.
  • Drive organizational readiness for growth, change, and evolving customer requirements.
  • Lead change management efforts related to technology implementation, process improvements, and operational transformation.

Requirements

• Required Qualifications
  • 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.
  • Demonstrated success leading large teams in multi-site or distributed 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.
  • Background in human services, workforce development, vocational rehabilitation, or working with individuals with disabilities.

What Success Looks Like

The ideal candidate is:

• A strategic and results-oriented leader.
• Skilled at building trusted client relationships.
• Comfortable leading large, complex operations.
• Experienced in contract governance, compliance, and risk management.
• Passionate about developing people and creating inclusive workplaces.
• Committed to continuous improvement, innovation, and mission impact.

About Peckham

When you join Peckham, you're joining a mission-driven nonprofit and award-winning social enterprise that creates opportunities for individuals of all abilities while delivering exceptional customer experiences for our clients. 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.

Physical Demands

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

Location: Phoenix, AZ