Program Manager of OCS

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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…