AVP of Account Management

Peckham • Phoenix, AZ

3d • Hybrid

About The Position

At Peckham, we believe that “People matter to us – A WHOLE LOT.” As a mission-driven nonprofit and award-winning social enterprise, we create opportunities for individuals of all abilities while delivering exceptional customer experiences for our clients. We're seeking an experienced and strategic Principal Program Executive to oversee a large-scale federal customer service contract supporting thousands of customers and employees across multiple locations. This is an opportunity to lead complex operations, influence organizational strategy, develop leaders, and make a meaningful impact on both business performance and mission outcomes.

Requirements

• Bachelor's degree from an accredited institution.
• Five (5) or more years of senior leadership experience within large-scale contact center operations or similarly complex service environments.
• Demonstrated success leading large teams in multi-site or distributed environments.
• Strong client relationship management and customer-facing leadership experience.
• Experience managing performance against SLAs, KPIs, financial targets, and contractual obligations.
• Strong business acumen and ability to make data-driven decisions.

Nice To Haves

• Master's degree.
• Experience supporting federal contracts, government programs, or other highly regulated environments.
• Experience leading compliance, audit, and risk management initiatives.
• Background in human services, workforce development, vocational rehabilitation, or working with individuals with disabilities.

Responsibilities

• Own and lead all aspects of contract performance, including operational execution, financial results, customer satisfaction, and compliance.
• Translate customer requirements into executable strategies that meet or exceed contractual obligations, service level agreements (SLAs), quality standards, and cost expectations.
• Partner with internal and external stakeholders on contract negotiations, modifications, renewals, and strategic initiatives.
• Align contract operations with organizational goals while driving sustainable growth, innovation, and mission impact.
• Serve as the primary day-to-day client contact for contract operations and service delivery.
• Build strong, transparent, and solution-oriented relationships with customer stakeholders.
• Communicate performance results, operational risks, mitigation strategies, and continuous improvement efforts.
• Anticipate evolving customer needs and position Peckham as a trusted strategic partner.
• Lead multi-site contact center operations serving diverse customer populations.
• Oversee customer service delivery, workforce management, quality assurance, training, and continuous improvement initiatives.
• Monitor key performance indicators and leverage data to improve operational performance and customer outcomes.
• Ensure operational consistency, scalability, and service quality across all locations.
• Lead contract audit preparation, response activities, and corrective action planning.
• Provide oversight of compliance with contractual requirements, federal regulations, organizational policies, reporting requirements, and service level agreements.
• Establish and maintain risk management frameworks that proactively identify and mitigate operational, contractual, financial, compliance, and mission-related risks.
• Represent the contract in audits, compliance reviews, and enterprise initiatives to ensure alignment with contractual and regulatory requirements.
• Own contract P&L, budgeting, forecasting, and resource allocation.
• Identify opportunities to improve efficiencies, optimize costs, and create additional value.
• Ensure financial performance aligns with contractual and organizational objectives.
• Lead and develop a multi-layered organization of more than 1,000 employees across multiple locations and remote environments.
• Coach and mentor directors, managers, and operational leaders.
• Foster a culture of accountability, collaboration, inclusion, and continuous improvement.
• Champion Peckham's commitment to inclusive employment and career development opportunities.
• Oversee workforce planning, forecasting, staffing models, and capacity management.
• Drive organizational readiness for growth, change, and evolving customer requirements.
• Lead change management efforts related to technology implementation, process improvements, and operational transformation.

Benefits

• Creating meaningful opportunities for individuals with disabilities and other barriers to employment.
• Business success and social impact can go hand in hand.

What This Job Offers

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