AVP of Shared Services, Contact Centers

Peckham, Inc.•Lansing, MI

About The Position

The AVP, Shared Services leads the Contact Center Excellence organization and builds a scalable operating model for Peckham’s Contact Center Solutions contracts. The role oversees workforce management, reporting and analytics, quality assurance, customer experience, training, knowledge management, leadership development, and continuous improvement to strengthen contractual performance, operational efficiency, employee readiness, and customer satisfaction. The AVP establishes shared-services governance, standards, and an expansion roadmap aligned with CCS strategy and customer and contractual requirements. The role leads performance reviews and accountability routines; manages budgets, resource investments, and expenditures; and mitigates operational, workforce, compliance, and service-delivery risks. The position oversees workforce forecasting, capacity planning, scheduling, staffing optimization, and real-time management. It also leads reporting and business insights, quality and customer-experience programs, training and knowledge resources, and cross-functional process-improvement initiatives. The AVP develops managers and professionals, advises CCS leadership on strategy and resource allocation, partners with technology teams on platforms and automation, and supports business development, contract transitions, startups, and expansion. This staff position operates in a professional office environment in Lansing, Michigan. Work includes prolonged computer use and virtual or in-person meetings, with standard office lighting, temperature, and noise levels.

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 and compliance, mitigate risk, maintain current knowledge resources, and build scalable shared-service capabilities for CCS growth.
Skill in accurate reporting and producing actionable insights that deliver 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 levels and performance achievement, and 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 and 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, and mitigate operational, workforce, compliance, and service-delivery risks.
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, 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, 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.
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.