*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* Peckham, Inc. - Assistant Vice President (AVP) of Contact Center Solutions The Assistant Vice President ( AVP) of Contact Center Solutions ( CCS) provides strategic leadership and support in ensuring operational excellence, mission alignment, and impactful results for Peckham’s Contact Center Operations. Peckham offers a wide variety of services including call centers and IT Help De sks , where this role plays a crucial part in developing operational strategies, engaging with customers, and developing staff to provide exceptional service. The AVP o f CCS works directly with customers by unders tanding client needs and ensuring contract requirements and expectations are met with mission-driven, high-quality solutions. Additionally, this role collaborates closely with key stakeholders, clients, and support functions to drive mission and operational success. This AVP is responsible for driving initiatives and services that empower employe e s to maximize their full potential while advancing Peckham’s mission. MAIN DUTIES AND RESPONSIBILITIES Mission Alignment and Impact + Drive initiatives that empower employees to reach their full p otential enabling individual growth and organizational success . + Support training and the development of opportunities that enhance employee skill sets, while providing m eaningful opportunities to contribute to Peckham’s mission and departmental goals. + Design, implement, and deliver measurable mission drive n outcomes that align with organizational goals. + Evaluate the impact of initiatives , opportunities, and decisions ensuring alignment with Peckham’s mission and core values . + Lead with emotional intelligence fostering a compassionate and responsive leadership style that supports both employees, customers, departmental goals, and organizational outcomes. Strat egic Leadership and Operational Excellence + In partnership with the Senior Vice President of CCS l ead the development , management, and oversight of contract budgets ensuring financial stewardship, alignment, and p erformance. + Develop and implement comprehensive strategies to ensure the successful achievement of contract deliverables. + Maintain strong working knowledge of Call Center and IT Help Desk contracts including operations and performance metrics . + Develop an understanding of contract needs and requirements to deliver strong results. + Support business development. + Play a key role in pricing strategics, contract evaluation, and seamless execution to meet mission, operational, and contract goals . + Ensure compliance with contract obli gations and deliver high quality results. Client Engagement and Relationship Management + Ensure customer needs, performance metrics , and client expectations are being met with mission -driven solutions . + Conduct assessments of client relationships and interactions to strengthen partnerships and drive long-term success. + Cultivate and manage collaborative relationships with key stakeholders across the organization including your team, customers, support functions, and executive leadership.   + Leverage key partnerships to drive collaboration and ensure division and organizational goals are being met.  + Advocate for the Ability One Program and vocational rehabilitation by educating customers and potential clients, fostering awareness, and promoting program benefits.   + Develop and cultivate strategic relationships and serv e as point of contact for key clients . + F oster strong relationships and understan d client needs to drive customer satisfaction and retention.  Continuous Improvement and Innovation + Develop , lead, and s upport innovative solutions that position the division to deliver world class contact center solutions. + Foster a culture of continuous improvement that prioritizes creative strategi e s, enhancing processes and elevating the experiences of employees, customers, and key stakeholders. + Use data- informed insights and innovative technol ogy to streamline processes to empower employees to achieve their highest potential and elevate the overall customer experience. + Identify new opportunities and business that align with Peckham’s mission and provide meaningful opportunities to employees. + Develop and implement solutions t hat advance Call Center services and position the division as a leader in the industry. + Identify and pursue new business opportunities that align with Peckham’s mission, expanding service offerings and opportunities in the Call Center and IT Help Desk space. + Collaborate with the Senior Vice President to develop and implement business development strategies that drive growth and strengthen the organization's market position. + Assist in the preparation and submission of RFPs (Requests for Proposals) and other business proposals, ensuring accuracy, compliance, and alignment with organizational goals. + Leverage industry insights and market trends to identify innovative service solutions and emerging business opportunities. People Leadership + Drives and supports a culture and environment of learning, growth, and professional development by providing constructive feedback, and intentional development opportunities for employees . + Identify and capitalize on key opportunities to leverage employee strengths to advance Peckham’s mission and services. + Cultivate an inclusive and supportive environment that fosters belonging and values diverse perspectives. + Set clear expectations, standards, perfo rmance goals, and objectives ensuring alignment with organizational priorities and employee growth. OTHER DUTIES AND RESPONSIBILITIES + Maintain safe and clean work environment + Promote Peckham’s vision , values and services to all customers and stakeholders + Assist in maintaining organizational wide quality standards + Other duties as assigned SUPERVISORY RESPONSIBILITIES + This job has direct supervisory responsibilities, with an overall scope of several locations in Michigan, Arizona , and Kentucky. This role is responsible for supporting the development of a unified division that reflects Peckham’s culture and values and fosters an environment of inclusion and belonging.  TRAVEL   + This role provides direct leadership to several locations and must travel there to support them – this includes Peckham locations within Michigan, Kentucky, Arizona and others.   + Travel is also required to meet with the contract customers.   MINIMUM QUALIFICATIONS + Bachelor's degree in Business Administration , Management, or another related field . + 5-7 years of experience leading contact center operations. + Experience with budgeting and pricing for large projects . + Strong understanding of Call Center operations and/or IT H elp D esk operations. + 5 years of experience leading people . + Comfortable working with people with disabilities in a vocational rehabilitation setting . + Ability to pass and maintain federal and state security background checks . + U.S. Citizenship required due to security clearances . + Access to reliable transportation . PREFERRED QUALIFICATIONS + Master's degree in a related field. + Experience working with or in mission-driven or non-profit organizations. + Federal contracting experience. + Contact Ce nter industry expertise . + Experience working with government contracting and AbilityOne.   + Certification in industry standards such as Lean Six Sigma, HDI, ComptTIA , and PMI demonstrating a commitment to continuous improvement and excellence in contact center operations.  COMPETENCIES + Strong Relationship Building  + Stong Business Acumen + Risk Management   + Analytical Thinking   + Problem Solving  + Effective Communication  + Inspiring Trust and Confidence  + Innovation + Change Management  + Leading and Developing Teams  + Strategic Thinking  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 (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you + Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you + Email us at careers@peckham.org + 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