*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*
A Brief OverviewThe AVP, Shared Services leads the Contact Center Excellence organization and is responsible for building a scalable model that can be implemented across all Contact Center Solutions (CCS) contracts. The role oversees workforce management, reporting and analytics, quality assurance, customer experience, training, knowledge management, leadership development, and continuous improvement to strengthen contractual performance, operational efficiency, employee readiness, and customer satisfaction.
What you will do- Establish the shared-services operating model, governance, standards, and expansion roadmap; align priorities with CCS strategy, customer requirements, and contractual obligations.
- Lead performance reviews and accountability routines covering service levels, quality, workforce effectiveness, customer experience, and improvement results.
- Manage departmental budget, resource investments, and expenditures; mitigate operational, workforce, compliance, and service delivery risks to support business continuity.
- Workforce Management & Resource Planning
- Oversee forecasting, capacity planning, scheduling, staffing optimization, and real-time workforce management to meet customer demand and contractual service levels.
- Partner with operations leaders to address staffing risks and improve forecast accuracy, schedule efficiency, workforce utilization, and productivity; develop scalable staffing models across contracts.
- Operational Intelligence, Reporting & Business Insights
- Oversee accurate, timely reporting, executive dashboards, scorecards, and measurement standards for leadership, operations, customers, and contract stakeholders.
- Translate workforce, quality, customer experience, productivity, and business trends into actionable recommendations that guide planning, accountability, and executive decisions.
- Customer Experience, Quality & Performance Excellence
- Lead quality assurance, monitoring, calibration, and customer experience programs that promote compliance, consistency, customer satisfaction, and first-contact resolution.
- Use quality findings, customer feedback, and performance trends to identify improvements and partner with operations leaders on accountability for results.
- Oversee training, onboarding, learning programs, and knowledge management; maintain accurate, accessible knowledge resources, standardized procedures, and documentation.
- Measure training effectiveness through employee readiness and performance outcomes; prepare teams for operational changes, new programs, and evolving customer requirements.
- Continuous Improvement & Process Excellence
- Lead cross-functional improvement initiatives using Lean, Six Sigma, COPC, or similar methods, operational data, and root-cause analysis to improve efficiency, quality, workforce effectiveness, customer experience, and costs.
- Prioritize improvement investments and measure and communicate sustainable business results, efficiencies, and organizational impact.
- Recruit, coach, develop, and retain managers and professionals; establish clear expectations, accountability, succession plans, and leadership pipelines. This will be in partnership with our Human Resources teams.
- Build leadership development frameworks with operations leaders to strengthen management, coaching, engagement, and succession readiness; foster accountability, innovation, continuous learning, and customer focus.
- Advise CCS leadership on performance, workforce strategy, organizational structure, resource allocation, and technology investments.
- Partner with technology teams to optimize support platforms and implement automation, artificial intelligence, and process innovations; lead associated change management.
- Support business development, proposals, contract transitions, startups, and expansion; represent Contact Center Excellence in executive and customer meetings, audits, compliance reviews, and governance forums.
What you will Need
- Bachelors degree in Business Administration, Operations Management, Public Administration, Organizational Leadership, or a related field; equivalent experience may be considered.
- 8-10 or more years of progressively responsible leadership experience in contact center operations, workforce management, operational excellence, customer experience, or related service delivery environments.
- Experience leading leaders and multiple operational support functions in complex environments; demonstrated success building, transforming, scaling, or optimizing support organizations.
- Demonstrated measurable improvement through analytics, process improvement, organizational development, and change management; experience developing leaders, succession pipelines, and high-performing teams.
- Strong strategic planning, business acumen, influence, communication, and executive leadership skills; ability to analyze complex operational challenges and develop practical, scalable solutions.
- Ability to conduct effective governance, compliance and risk mitigation, current knowledge resources, and scalable shared-service capabilities for CCS growth.
- Skilled in accurate reporting and actionable insights providing measurable efficiency and cost improvements through analytics, process optimization, and innovation.
- Ability to improve customer experience, quality, employee readiness, leadership capability, and succession readiness.
- Skilled in executing contractual service level and performance achievement; stronger workforce planning, staffing effectiveness, utilization, and productivity.
Nice to have
- Experience with federal government contracts, performance-based service environments, and large-scale, multi-site contact centers.
- Experience leading shared-service, operational excellence, or business transformation organizations and implementing workforce management, customer experience, quality, reporting, training, or operational excellence frameworks.
- • Lean, Six Sigma, COPC, PMP, or other operational excellence certifications.
- Ability to implement advanced analytics, automation, or artificial intelligence in contact centers.
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.
Business Line:
Contact Center Solutions
Location:
Lansing, MI
Worker Sub-Type:
Staff Member
