Program Manager of Overseas Citizens Services

Peckham, Inc.•Lansing, MI

7d•Onsite

About The Position

The Program Manager is responsible for the overall operational management, customer engagement, contract compliance, and performance execution of the Overseas Citizens Services (OCS) program. Reporting to the Managing Director, Contact Center Solutions, this position serves as the primary operational liaison between Peckham and the customer and is accountable for delivering contract requirements, maintaining service levels, managing risks, overseeing reporting and quality initiatives, and coordinating cross-functional resources. The Program Manager provides day-to-day leadership for routine operations while ensuring organizational readiness for crisis events that may require 24/7 support, rapid scaling, and close coordination with government stakeholders. This role works closely with Operations, Workforce Management, Quality, Training, Reporting, Human Resources, Technology, and other support teams to ensure exceptional service delivery and customer satisfaction. The ideal candidate is a strong people leader, skilled relationship manager, and experienced contact center professional who thrives in a fast-paced, high-accountability government services environment.

Requirements

Bachelors degree from an accredited college or university; an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities in workforce development may be considered.
3 - 5 years of progressively responsible leadership experience managing complex contact center, customer service, operations, government contracting, or program management environments.
Experience managing performance metrics, service levels, quality programs, workforce planning activities, and operational reporting.
U.S. Citizen required due to federal contract requirements with ability to successfully pass and maintain all required federal and state background investigations.
Demonstrated experience leading cross-functional teams and managing customer-facing operational programs.
Strong customer relationship management and stakeholder engagement skills.
Exceptional verbal, written, and presentation communication abilities.
Ability to successfully lead teams in a fast-paced, high-volume, and rapidly changing environment.
Demonstrated ability to manage competing priorities, solve complex operational problems, and make sound decisions under pressure.
Availability to support operational needs outside standard business hours, including crisis events, surge operations, and emergency activations.

Nice To Haves

Masters degree from an accredited college or university.
Experience working with people with disabilities or other barriers to employment.
Program management, project management, contact center management, or government contracting experience.
Experience supporting federal government contracts.
Experience managing large customer service or contact center operations.
PMP, PMI, Lean Six Sigma, COPC, or equivalent professional certifications.

Responsibilities

Manage day-to-day operations of the OCS program and support successful delivery of contractual requirements, performance metrics, deliverables, and service level agreements.
Serve as the primary point of contact for customer engagement and maintain strong working relationships with Government stakeholders, Program Office representatives, and internal leadership.
Develop and execute customer relationship strategies that strengthen partnership, promote customer satisfaction, and support long-term contract success.
Lead regular customer business reviews and provide strategic recommendations aligned with customer objectives.
Anticipate customer needs, identify emerging requirements, and coordinate solutions across operational and support functions.
Lead and coordinate daily program operations, ensuring alignment across Operations, Workforce Management, Quality Assurance, Training, Reporting, Human Resources, and other support functions.
Monitor contract performance, identify operational risks, and implement corrective actions to maintain compliance with customer expectations and contractual obligations.
Direct and develop supervisors, and other designated program personnel.
Ensure customer requirements, concerns, and expectations are documented, communicated, and managed appropriately.
Manage customer escalations and ensure timely resolution of service, operational, and contractual concerns.
Oversee program reporting, quality management activities, and performance monitoring processes to ensure accurate and timely delivery of operational insights.
Lead continuous improvement initiatives that enhance customer experience, operational efficiency, quality outcomes, and employee effectiveness.
Collaborate with leadership to develop strategic plans, operational forecasts, staffing models, and program growth opportunities.
Ensure operational readiness for crisis activations, surge events, and emergency response activities requiring expanded hours of operation and rapid deployment of resources.
Support crisis operations by coordinating staffing, communications, escalation processes, reporting requirements, and stakeholder engagement during emergency events and contingency operations.
Ensure contracted service levels, quality standards, and customer satisfaction objectives are consistently achieved.
Partner with Workforce Management to ensure appropriate staffing levels, scheduling strategies, and resource allocation.
Manage program execution to ensure adherence to budget, schedule, scope, and performance expectations.
Develop, monitor, and communicate program goals, milestones, risks, and deliverables.
Prepare and present operational reviews, performance reports, executive briefings, and recommendations for improvement.
Assign responsibilities and establish accountability measures for program personnel.
Identify operational challenges and resolve issues in a timely and effective manner.
Coordinate recruitment, onboarding, and workforce planning activities to support program growth and continuity.
Analyze operational data and trends to support decision-making and continuous improvement initiatives.
Manage relationships with vendors, subcontractors, and support organizations as required.
Coordinate with Quality, Training, Reporting, Knowledge Management, and Workforce partners to ensure successful program execution.
Support succession planning and employee development initiatives that build future leadership capability.
Provide leadership during operational disruptions, customer escalations, crisis events, and emergency situations.