Program Manager – Overseas Citizens Services

Peckham, Inc.

. Manage day-to-day operations of the Overseas Citizens Services program .

Posted 10/9/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex operations, customer service programs, and government contracting, with a strong focus on performance metrics, quality assurance, and stakeholder engagement. Proven ability to lead cross-functional teams and develop strategic plans to enhance operational efficiency and customer experience.

Highest-signal resume keywords

Customer Relationship ManagementPerformance Metrics ManagementCrisis ManagementOperational ReportingLeadership in Fast-Paced Environments

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementWorkforce PlanningQuality AssuranceOperational AnalysisContract Management

Soft Skills

Exceptional CommunicationStakeholder EngagementProblem SolvingDecision MakingTeam Leadership

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Government ContractingCustomer ServiceOperational EfficiencyCrisis ActivationService Level Agreements

About the role

Key responsibilities & impact

Manage day-to-day operations of the Overseas Citizens Services program
Deliver contractual requirements, performance metrics, deliverables, and service level agreements
Serve as the primary customer liaison with government stakeholders, program office representatives, and internal leadership
Develop customer relationship strategies and lead regular customer business reviews
Coordinate Operations, Workforce Management, Quality Assurance, Training, Reporting, Human Resources, Technology, and other support functions
Monitor contract performance, operational risks, reporting, quality management, and performance processes
Direct and develop supervisors and designated program personnel
Manage customer escalations and resolve service, operational, and contractual concerns
Lead continuous improvement initiatives for customer experience, operational efficiency, quality, and employee effectiveness
Develop strategic plans, operational forecasts, staffing models, and growth opportunities
Ensure readiness for crisis activations, surge events, emergency response, expanded operating hours, and rapid resource deployment
Manage program execution against budget, schedule, scope, and performance expectations
Prepare operational reviews, performance reports, executive briefings, and recommendations
Coordinate recruitment, onboarding, workforce planning, succession planning, and employee development
Analyze operational data and trends to support decision-making
Manage vendor, subcontractor, and support-organization relationships
Provide leadership during disruptions, escalations, crisis events, and emergencies

Requirements

What you’ll need

Bachelor’s degree from an accredited college or university; equivalent combination of education, training, and experience in workforce development may be considered
3–5 years of progressively responsible leadership experience managing complex contact center, customer service, operations, government contracting, or program management environments
Experience managing performance metrics, service levels, quality programs, workforce planning activities, and operational reporting
U.S. Citizen required due to federal contract requirements
Ability to successfully pass and maintain all required federal and state background investigations
Experience leading cross-functional teams and managing customer-facing operational programs
Strong customer relationship management and stakeholder engagement skills
Exceptional verbal, written, and presentation communication abilities
Ability to lead teams in a fast-paced, high-volume, rapidly changing environment
Ability to manage competing priorities, solve complex operational problems, and make sound decisions under pressure
Availability to support operational needs outside standard business hours, including crisis events, surge operations, and emergency activations

Benefits

Comp & perks

Safe, supportive, flexible work environment
Holistic and rewarding work experiences tailored to employee needs
Opportunities for personal growth and professional development
Opportunity to support Peckham’s mission and uplift the community
Reasonable accommodations for qualified individuals with disabilities