Program Director, Contact Center Operations

Peckham, Inc. • Phoenix, AZ

3d • Onsite

About The Position

The Program Director serves as the executive leader and overall business owner for a large federal customer contact center program. This position provides end-to-end accountability for customer satisfaction, contract performance, operational delivery, financial stewardship, workforce strategy, compliance, quality outcomes, risk management, and mission impact. The Program Director leads a complex, geographically dispersed operation supporting approximately 1,000 or more employees across multiple sites and is responsible for the successful execution of a large federal contract. The role serves as the primary executive accountable for customer relationships, strategic planning, financial performance, operational excellence, workforce engagement, and long-term program growth. This position builds relationships and partners closely with federal customers, divisional leadership, corporate leadership, operational leaders, and cross-functional support teams, such as Workforce Management, Training, and Quality Management leaders, to ensure exceptional service delivery, regulatory compliance, continuous improvement, and achievement of organizational objectives.

Requirements

• 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.
• Demonstrate 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.

Nice To Haves

• Experience leading federal government customer contact center programs.
• Experience managing operations exceeding 500 employees across multiple locations.
• Demonstrated profit and loss responsibility.
• Experience managing large-scale federal service contracts, audits, compliance reviews, and regulatory requirements.
• Experience supporting contract transitions, growth initiatives, proposals, recompetes, and organizational transformation efforts.
• Master's degree in Business Administration, Public Administration, Organizational Leadership, or a related field.

Responsibilities

• Serve as the primary relationship owner for federal customer Program Office.
• Develop and maintain strategic customer relationships built on trust, transparency, accountability, and service excellence.
• 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.
• Ensure customer expectations are consistently met or exceeded and proactively address emerging risks or concerns.
• Maintain full accountability for contract financial performance, revenue achievement, profitability, forecasting, and budget management.
• Own annual business plans, operating forecasts, workforce plans, and financial targets.
• Evaluate opportunities to improve operational efficiency, customer value, cost management, and overall program performance.
• Partner with finance, pricing, workforce management, reporting, other support teams and operational teams to optimize results.
• Support business development, recompete efforts, contract modifications, growth initiatives, and expansion opportunities.
• Lead a complex multi-site contact center operation supporting federal customer programs and mission-critical services.
• Maintain accountability for all contract performance metrics, government assessments, customer scorecards, and contract performance evaluations.
• Establish strategic objectives, performance expectations, and governance processes across all operational areas.
• Ensure achievement of service level agreements, key performance indicators, customer experience goals, workforce objectives, and contractual requirements.
• Drive continuous improvement initiatives focused on quality, efficiency, service excellence, innovation, and employee engagement.
• Ensure operational consistency and alignment across all locations and support functions.
• Lead program start-up, transition, transformation, and change management activities when required.
• Provide oversight of contract compliance and regulatory requirements.
• Ensure readiness for customer audits, organizational reviews, security inspections, and compliance assessments.
• Lead corrective action planning and implementation when deficiencies or performance concerns are identified.
• Establish and maintain risk management processes that proactively identify and mitigate operational, financial, contractual, customer, workforce, and compliance risks.
• Ensure adherence to all contract requirements, federal regulations, company policies, and industry standards.
• Lead, coach, mentor, and develop senior leaders, managers, and emerging leaders throughout the organization.
• Foster a culture of accountability, servant leadership, continuous improvement, belonging, innovation, and collaboration.
• Build leadership capability and succession pipelines to support organizational growth and sustainability.
• Partner with Human Resources, Learning and Development, and operational leaders to strengthen talent development, retention, and employee engagement.
• Support the organization's mission through the creation of meaningful employment opportunities and career advancement pathways.
• Develop and execute short-term and long-term strategies that support customer success and organizational objectives.
• Evaluate emerging technologies, automation opportunities, workforce trends, and market developments.
• Collaborate with executive leadership on contract strategies, operational improvements, growth initiatives, and business transformation efforts.
• Support expansion into new services, programs, customers, and markets where appropriate.
• Serve as a strategic contributor to broader divisional planning and initiatives.

Benefits

• The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

What This Job Offers

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