AVP of Center Operations

Peckham Inc.

- Assistant Vice President of Contract Center Operations

Peckham is a mission-driven, award-winning social enterprise where we strive to provide world-class vocational rehabilitation to persons with disabilities and/or barriers to employment while also providing excellent customer service to a diverse range of customers. One of Peckham’s core values is “People matter to us – A WHOLE LOT” demonstrating our commitment to our people and the communities we serve. We strive to be people-centered in all we do.

The Assistant Vice President (AVP) of Contract Center Operations is responsible for overall operational direction and leadership of one of Peckham’s largest multi-layered federal customer service contact centers. This role is client-facing and requires the ability to have a direct, positive relationship with the customer while also providing day-to-day operational direction for the contract. This position is responsible for 1000+ direct and indirect employees.

The successful candidate will have experience across all phases of federal call center contracting, including participation in the negotiation of new contracts and contract changes, and managing the day-to-day ensuring all client service level agreements, standards, personnel, and cost targets are met.

• Provide oversight to ensure the consistent execution of contact center operational best practices across customer service, workforce management, service delivery, quality, and training, to drive operational efficiency, service excellence, and strong customer and mission outcomes.
• Partner with Human Services and internal leaders to champion inclusive employment practices, align contact center operations with vocational rehabilitation, and support accommodations and career development for persons with disabilities in service of Peckham’s mission.
• Lead, develop and engage a team of contact center directors, managers, supervisors, and agents across both co-located and remote environments, fostering a culture of trust, accountability, and collaboration.
• Lead and collaborate with key individuals to develop proposals, maintain contract compliance, business plan, and specifications, operating budgets, and financial terms/conditions of contracts.
• Lead the development and oversight of operating budgets for contract operations, ensuring effective resource allocation, financial performance, and alignment with organizational and contractual objectives.
• Provide strategic oversight of workforce management, including forecasting, staffing models, and capacity planning, to ensure appropriate staffing levels, budget alignment, and efficient service delivery.
• Manage program execution to ensure adherence to budget, schedule, and scope.
• Prepare project status reports and recommendations for process improvement by collecting, analyzing, and summarizing information and trends.
• Maintain a high level of quality, leveraging the technology, the Quality Assurance and training teams to understand and incorporate continuous improvement learnings.
• Provide oversight for the identification, documentation, and communication of new and evolving customer requirements and expectations.
• Identify training needs and collaborate with the appropriate teams to ensure needs are met.

• Serve as an active business and civic leader within the metropolitan area.
• Promote Peckham’s vision values and services to all team members, staff, customers, and stakeholders.
• Assist in maintaining organization wide quality standards.
• Maintain a safe and clean work environment.
• Comply with all policies and standards.
• As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances as a condition of employment. This requirement will be determined based on the specific needs of contract.
• Regular and predictable attendance are required of this position to support the team and needs of the operations.
• Other duties as requested and/or assigned.

• This position does have direct supervisory responsibility of about 5-10…