AVP of Shared Services, Contact Centers

Peckham • Lansing, MI

2d

About The Position

The AVP, Shared Services leads Peckham’s Contact Center Excellence organization and builds a scalable shared-services model for implementation across Contact Center Solutions (CCS) contracts. The position oversees workforce management, reporting and analytics, quality assurance, customer experience, training, knowledge management, leadership development, and continuous improvement to strengthen contract performance, operational efficiency, employee readiness, and customer satisfaction.

The role establishes the operating model, governance, standards, and expansion roadmap in alignment with CCS strategy, customer requirements, and contractual obligations. It leads performance reviews and accountability routines, manages budgets and resource investments, and mitigates operational, workforce, compliance, and service-delivery risks.

The AVP advises CCS leadership on performance, workforce strategy, organizational structure, resource allocation, and technology investments. The role partners with technology teams on support platforms, automation, artificial intelligence, process innovation, and change management, and supports business development, proposals, contract transitions, startups, and expansion. It represents Contact Center Excellence in executive and customer meetings, audits, compliance reviews, and governance forums.

This position operates in a professional office environment with standard lighting, temperature, and noise levels. It involves extended computer work and virtual or in-person meetings, along with sitting for extended periods, using standard office equipment, and repetitive tasks such as typing and data entry. It may also involve light lifting up to 20 pounds and occasional standing or walking. Physical demands may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Public Administration, Organizational Leadership, or a related field; equivalent experience may be considered.
• 8–10 or more years of progressively responsible leadership experience in contact center operations, workforce management, operational excellence, customer experience, or related service-delivery environments.
• Experience leading leaders and multiple operational support functions in complex environments.
• Demonstrated success building, transforming, scaling, or optimizing support organizations.
• Demonstrated measurable improvement through analytics, process improvement, organizational development, and change management.
• Experience developing leaders, succession pipelines, and high-performing teams.
• Strong strategic planning, business acumen, influence, communication, and executive leadership skills.
• Ability to analyze complex operational challenges and develop practical, scalable solutions.
• Ability to conduct effective governance, compliance, and risk mitigation, and to maintain current knowledge resources and scalable shared-service capabilities for CCS growth.
• Skill in accurate reporting and actionable insights that provide measurable efficiency and cost improvements through analytics, process optimization, and innovation.
• Ability to improve customer experience, quality, employee readiness, leadership capability, and succession readiness.
• Skill in executing contractual service-level and performance achievement, and in improving workforce planning, staffing effectiveness, utilization, and productivity.

Nice To Haves

• Experience with federal government contracts, performance-based service environments, and large-scale, multi-site contact centers.
• Experience leading shared-service, operational excellence, or business transformation organizations.
• Experience implementing workforce management, customer experience, quality, reporting, training, or operational excellence frameworks.
• Lean, Six Sigma, COPC, PMP, or other operational excellence certifications.
• Ability to implement advanced analytics, automation, or artificial intelligence in contact centers.

Responsibilities

• Establish the shared-services operating model, governance, standards, and expansion roadmap, aligning priorities with CCS strategy, customer requirements, and contractual obligations.
• Lead performance reviews and accountability routines covering service levels, quality, workforce effectiveness, customer experience, and improvement results.
• Manage departmental budgets, resource investments, and expenditures; mitigate operational, workforce, compliance, and service-delivery risks to support business continuity.
• Oversee forecasting, capacity planning, scheduling, staffing optimization, and real-time workforce management to meet customer demand and contractual service levels.
• Partner with operations leaders to address staffing risks and improve forecast accuracy, schedule efficiency, workforce utilization, and productivity; develop scalable staffing models across contracts.
• Oversee accurate and timely reporting, executive dashboards, scorecards, and measurement standards for leadership, operations, customers, and contract stakeholders.
• Translate workforce, quality, customer experience, productivity, and business trends into actionable recommendations for planning, accountability, and executive decisions.
• Lead quality assurance, monitoring, calibration, and customer experience programs that promote compliance, consistency, customer satisfaction, and first-contact resolution.
• Use quality findings, customer feedback, and performance trends to identify improvements and partner with operations leaders on accountability for results.
• Oversee training, onboarding, learning programs, and knowledge management; maintain accurate and accessible knowledge resources, standardized procedures, and documentation.
• Measure training effectiveness through employee readiness and performance outcomes, and prepare teams for operational changes, new programs, and evolving customer requirements.
• Lead cross-functional improvement initiatives using Lean, Six Sigma, COPC, or similar methods, operational data, and root-cause analysis to improve efficiency, quality, workforce effectiveness, customer experience, and costs.
• Prioritize improvement investments and measure and communicate sustainable business results, efficiencies, and organizational impact.
• Recruit, coach, develop, and retain managers and professionals; establish expectations, accountability, succession plans, and leadership pipelines in partnership with Human Resources.
• Build leadership development frameworks with operations leaders to strengthen management, coaching, engagement, and succession readiness; foster accountability, innovation, continuous learning, and customer focus.
• Advise CCS leadership on performance, workforce strategy, organizational structure, resource allocation, and technology investments.
• Partner with technology teams to optimize support platforms and implement automation, artificial intelligence, and process innovations; lead associated change management.
• Support business development, proposals, contract transitions, startups, and expansion.
• Represent Contact Center Excellence in executive and customer meetings, audits, compliance reviews, and governance forums.

Benefits

• Supportive and flexible work environment
• Holistic and rewarding work experiences tailored to employee needs and emphasizing wellbeing
• Opportunities for personal growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Executive