Program Director, Contact Center Operations

Peckham, Inc.•Phoenix, AZ

About The Position

The Program Director serves as the executive leader and overall business owner for a large federal customer contact center program. The role has 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 accountable for successful execution of a large federal contract. The position is the primary executive responsible for customer relationships, strategic planning, financial performance, operational excellence, workforce engagement, and long-term program growth. The Program Director builds relationships and partners closely with federal customers, divisional and corporate leadership, operational leaders, and cross-functional teams—including Workforce Management, Training, and Quality Management—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.
Eight 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 or more years leading senior leaders, managers, and geographically dispersed teams.
Demonstrated experience overseeing large-scale customer service or operational programs.
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.
Competencies in strategic thinking, customer focus, financial acumen, operational excellence, executive presence, change management, talent development, risk management, cross-functional collaboration, continuous improvement, and mission alignment.

Responsibilities

Serve as the primary relationship owner for the federal customer Program Office and develop strategic customer relationships.
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 met or exceeded and proactively address emerging risks or concerns.
Maintain accountability for contract financial performance, revenue achievement, profitability, forecasting, and budget management.
Own annual business plans, operating forecasts, workforce plans, and financial targets.
Identify opportunities to improve operational efficiency, customer value, cost management, and program performance.
Partner with finance, pricing, workforce management, reporting, 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.
Oversee contract performance metrics, government assessments, customer scorecards, and contract performance evaluations.
Establish strategic objectives, performance expectations, and governance processes across operational areas.
Ensure achievement of service level agreements, key performance indicators, customer experience goals, workforce objectives, and contractual requirements.
Drive continuous improvement focused on quality, efficiency, service excellence, innovation, and employee engagement.
Ensure operational consistency and alignment across locations and support functions.
Lead program start-up, transition, transformation, and change management activities when required.
Oversee contract compliance and regulatory requirements, and ensure readiness for 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 to identify and mitigate operational, financial, contractual, customer, workforce, and compliance risks.
Ensure adherence to contract requirements, federal regulations, company policies, and industry standards.
Lead, coach, mentor, and develop senior leaders, managers, and emerging leaders.
Foster accountability, servant leadership, continuous improvement, belonging, innovation, and collaboration.
Build leadership capability and succession pipelines.
Partner with Human Resources, Learning and Development, and operational leaders to strengthen talent development, retention, and employee engagement.
Support the organization's mission by creating meaningful employment opportunities and career advancement pathways.
Develop and execute short- and long-term strategies supporting 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.
Support expansion into new services, programs, customers, and markets where appropriate.
Contribute strategically to broader divisional planning and initiatives.