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Peckham, Inc. - Program Director, Contact Center Operations
Position Summary
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.This position builds relationships and partners closely with federal customers, divisional leadership, corporate leadership, operational leaders, and cross-functional support teams, such as Workforce Management, Training, and Quality Management leaders, to ensure exceptional service delivery, regulatory compliance, continuous improvement, and achievement of organizational objectives.
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.
Ensure customer expectations are consistently met or exceeded and proactively address emerging risks or concerns.
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.
Ensure achievement of service level agreements, key performance indicators, customer experience goals, workforce objectives, and contractual requirements.
Drive continuous improvement initiatives focused on quality, efficiency, service excellence, innovation, and employee engagement.
Ensureoperational consistency and alignment across all locations and support functions.
Lead program start-up, transition, transformation, and change management activities when required.
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…