The posting
*Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.*
*To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*
At Peckham, people matter. A whole lot. Working at Peckham means you’ll find a safe space to grow, the freedom to take risks and an opportunity to succeed. When you choose Peckham, you choose more than a job—you join a mission-driven community that values connection, inclusion and personal growth. Our supportive and flexible environment offers holistic and rewarding work experiences tailored to your needs and emphasizing your wellbeing. Integrated into every role is the opportunity to support Peckham’s mission, make a lasting impact on people, and uplift our community.
A Brief Overview 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.
What you will do
- 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.
What you will Need
- 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 have
- 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.
At Peckham, you'll join a mission-driven organization committed to supporting growth and creating lasting impact. If you or someone you know is passionate about making a positive impact in a people-first organization, we encourage you to apply and join us on the journey.
Physical Demands: Office and Administrative Support
The general nature of this position operates in a professional office environment. The environment has standard office lighting, temperature, and noise levels. The role involves prolonged periods working on a computer and engaging in virtual or in-person meetings. Additionally, it also requires the ability to sit for extended periods, use standard office equipment, and perform repetitive tasks such as typing and data entry. The role may involve light lifting (up to 20 pounds) and occasional standing or walking.
PHYSICAL DEMANDS
The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.
PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER
EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.
REASONABLE ACCOMMODATION FOR APPLYING NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:
- Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
- Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
- Email us at [email protected]
- Call us at (517) 316-4000
- Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Business Line:
Contact Center Solutions
Location:
Lansing, MI
Worker Sub-Type:
Staff Member
