Program Director – Contact Center Operations

Peckham, Inc.

. Serve as executive leader and overall business owner for a large federal customer contact center program .

Posted 10/23/2026full-timePhoenix • Arizona • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading large-scale federal customer contact center operations, with a strong focus on financial management, operational excellence, and compliance. Proven ability to drive strategic planning, workforce engagement, and continuous improvement initiatives to enhance customer satisfaction and achieve organizational objectives.

Highest-signal resume keywords

Federal Customer Contact Center LeadershipFinancial Management and BudgetingOperational Performance ImprovementContract Compliance and Risk ManagementTeam Leadership and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial ForecastingOperational DeliveryContract NegotiationPerformance ManagementQuality AssuranceBusiness Process OutsourcingCustomer Experience ManagementChange ManagementStrategic PlanningWorkforce Strategy

Soft Skills

LeadershipCoachingMentoringStakeholder EngagementCommunication

Industry Keywords

Federal ContractingCustomer SatisfactionService Level AgreementsKey Performance IndicatorsRegulatory ComplianceBusiness DevelopmentOperational ExcellenceEmployee EngagementMarket DevelopmentsTalent Development

About the role

Key responsibilities & impact

Serve as executive leader and overall business owner for a large federal customer contact center program
Provide end-to-end accountability for customer satisfaction, contract performance, operational delivery, financial stewardship, workforce strategy, compliance, quality outcomes, risk management, and mission impact
Lead a geographically dispersed operation supporting approximately 1,000 or more employees across multiple sites
Own federal customer relationships, strategic planning, financial performance, operational excellence, workforce engagement, and long-term program growth
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
Manage contract financial performance, revenue, profitability, forecasting, budgets, business plans, operating forecasts, workforce plans, and financial targets
Lead multi-site contact center operations and ensure achievement of service level agreements, key performance indicators, customer experience goals, workforce objectives, and contractual requirements
Drive continuous improvement in quality, efficiency, service excellence, innovation, and employee engagement
Lead program start-up, transition, transformation, and change management activities
Oversee contract compliance, regulatory requirements, audits, inspections, corrective actions, and risk management
Lead, coach, mentor, and develop senior leaders, managers, and emerging leaders
Build leadership capability and succession pipelines and strengthen talent development, retention, and employee engagement
Develop and execute short-term and long-term strategies supporting customer success and organizational objectives
Evaluate emerging technologies, automation opportunities, workforce trends, and market developments
Support business development, recompetes, contract modifications, growth initiatives, expansion, and business transformation efforts

Requirements

What you’ll need

Bachelor's degree in Business Administration, Public Administration, Organizational Leadership, Operations Management, or a related field
8 or more years of progressively responsible leadership experience in contact center operations, business process outsourcing (BPO), customer experience management, federal contracting, or related environments
Five (5) or more years leading senior leaders, managers, and geographically dispersed teams
Demonstrated experience overseeing large-scale customer service or operational programs
Experience leading managers and leaders within large-scale multi-site operations
Proven experience managing complex customer relationships and executive stakeholder engagement
Demonstrated financial management, forecasting, budgeting, and operational performance improvement experience
Experience serving as the primary customer contact for a major contract or program
Preferred: Experience leading federal government customer contact center programs
Preferred: Experience managing operations exceeding 500 employees across multiple locations
Preferred: Demonstrated profit and loss responsibility
Preferred: Experience managing large-scale federal service contracts, audits, compliance reviews, and regulatory requirements
Preferred: Experience supporting contract transitions, growth initiatives, proposals, recompetes, and organizational transformation efforts
Preferred: Master's degree in Business Administration, Public Administration, Organizational Leadership, or a related field

Benefits

Comp & perks

Reasonable accommodations for individuals with disabilities during the application process
Equal employment opportunity and nondiscrimination protections