Contract Leader - Contact Center Operations drives operational excellence, financial performance, and client satisfaction for a large multi-site federal customer service operation. This role leads a workforce of over 1,000 employees, oversees contract performance, and ensures compliance with federal requirements.
Key Responsibilities:
Lead end-to-end contract operations, ensuring performance against service level agreements, financial objectives, quality standards, and client expectations.
Oversee a geographically distributed workforce of 1,000+ employees, providing strategic direction and accountability through senior operational leaders.
Serve as the primary day-to-day client contact, building strong relationships and proactively addressing operational challenges, performance concerns, and evolving business needs.
Own contract P&L, including budgeting, financial forecasting, resource allocation, cost optimization, and profitability.
Drive operational excellence across workforce management, quality assurance, training, customer service delivery, and continuous improvement.
Establish performance management frameworks that leverage KPIs, operational reporting, and data analytics to improve efficiency and service quality.
Ensure compliance with federal contract requirements, organizational policies, reporting obligations, and regulatory standards.
Lead audit preparation, risk mitigation, corrective action planning, and business continuity initiatives.
Oversee workforce planning, staffing forecasts, capacity management, and resource optimization across multiple locations.
Partner with executive leadership and cross-functional teams to support contract negotiations, renewals, service expansions, and strategic initiatives.
Champion inclusive leadership, employee development, succession planning, and a culture of accountability and collaboration.
Drive operational transformation through process improvements, technology adoption, and change management.
Qualifications:
Bachelor's degree from an accredited institution; master's degree preferred.
5+ years of senior leadership experience overseeing large-scale contact center operations or similarly complex service environments.
Experience managing large, multi-site or geographically distributed teams, including leadership of directors and senior managers.
Strong financial management experience, including P&L ownership, budgeting, forecasting, and cost optimization.
Proven ability to manage contract performance against SLAs, KPIs, quality standards, and contractual obligations.
Extensive client relationship management experience, including executive communication, stakeholder engagement, and issue resolution.
Experience with workforce management, operational performance analytics, compliance, and continuous improvement.
Proficiency with contact center technology platforms and data-driven operational decision-making.
Experience supporting federal contracts, government programs, or highly regulated environments preferred.
Background in human services, vocational rehabilitation, or inclusive employment programs preferred.
Knowledge of regulatory standards and reporting obligations for federal contracts.
Ability to lead audit preparation, risk mitigation, corrective action planning, and business continuity initiatives.