*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.*
Peckham Inc. - Senior Director of Service Operations
SUMMARY
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 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 Sr. Director of Service Operations will provide leadership, and direction over a large scale, multi-site and multi-geographic service operations. This individual will provide flexible thinking, with the ability to critically solve problems and align teams through times of growth and ambiguous environments. This role will support tactical day to day work of the call centers while providing support to location specific leadership and help to create consistency in daily practices. This individual will ensure that all geographic sites are supporting the same coaching, quality, scheduling, and meeting cadence models in a uniform manner.
MAIN DUTIES AND RESPONSIBILITIES
- Direct oversite over the operational alignment of activities being led across the NPIC contact center sites.
- Develops performance measurement and reporting platforms to evaluate, share, and address performance metrics across the program.
- Oversees and guides alignment of strategic objectives to the operational decisions being made across operations at sites.
- Coordinates needs and assesses prioritization of support services activities that relate to the success and stability of the contact center site operations.
- Facilitates regular touchpoint delivery with client and supports as key point of contact for the Program Management Office of the U.S. Department of State along with leadership
- Responsible for the execution and delivery of operations focused OKRs and provides timeline for delivery of activities to meet delivery demands.
- Conducts executive level oversight of operations for ensuring quality, customer experience and coaching activities are occurring across all sites consistently, timely, and at a high level of delivery.
- Strongly communicate strategy and vision with clarity to drive alignment in a multi-team environment.
- Create and deliver executive level materials including presentations, reporting, memorandums, in a timely manner and as necessary.
OTHER DUTIES AND RESPONSIBILITIES
- Promote Peckham’s vision, value, culture, and commitment to excellent customer services to all team members, staff, customers and stakeholders
- Maintain a safe and clean work environment
- Experience leading strategic efforts that support both corporate objectives as well as provide a sound, sustainable and thriving service operations program.
- ·Extensive experience with leading and supervising teams
- Other related duties as assigned
SUPERVISORY RESPONSIBILITIES
- This position does have direct supervisory responsibility
- Develop a unified team that reflects Peckham’s culture and values, and promotes an environment of inclusion and belonging
- Provide mentorship and coaching
MINIMUM QUALIFICATIONS:
- Bachelors Degree in Business Administration, Operations, Project Management or other related fields
- Minimum of 3 years in an executive capacity leading operations teams and delivering services directly to customers.
- Exposure to Lean Six Sigma philosophies
- This position requires passing and maintaining federal and state security background checks. U.S. Citizenship required due to security clearances.
PREFERRED QUALIFICATIONS
- Masters Degree in Business, Operations, Project Management or other related fields.
- Minimum of 5 years in an executive capacity leading operations teams and delivering services directly to customers.
- Lean Six Sigma Green Belt Certified
- Project Management
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.
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 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
