Contract Leader - Contact Center Operations drives operational excellence, financial performance, and client satisfaction for a large multi-site federal customer service operation. This role leads a workforce of over 1,000 employees, oversees contract performance, and ensures compliance with federal requirements. Key Responsibilities: • Lead end-to-end contract operations, ensuring performance against service level agreements, financial objectives, quality standards, and client expectations. • Oversee a geographically distributed workforce of 1,000+ employees, providing strategic direction and accountability through senior operational leaders. • Serve as the primary day-to-day client contact, building strong relationships and proactively addressing operational challenges, performance concerns, and evolving business needs. • Own contract P&L, including budgeting, financial forecasting, resource allocation, cost optimization, and profitability. • Drive operational excellence across workforce management, quality assurance, training, customer service delivery, and continuous improvement. • Establish performance management frameworks that leverage KPIs, operational reporting, and data analytics to improve efficiency and service quality. • Ensure compliance with federal contract requirements, organizational policies, reporting obligations, and regulatory standards. • Lead audit preparation, risk mitigation, corrective action planning, and business continuity initiatives. • Oversee workforce planning, staffing forecasts, capacity management, and resource optimization across multiple locations. • Partner with executive leadership and cross-functional teams to support contract negotiations, renewals, service expansions, and strategic initiatives. • Champion inclusive leadership, employee development, succession planning, and a culture of accountability and collaboration. • Drive operational transformation through process improvements, technology adoption, and change management. Qualifications: • Bachelor's degree from an accredited institution; master's degree preferred. • 5+ years of senior leadership experience overseeing large-scale contact center operations or similarly complex service environments. • Experience managing large, multi-site or geographically distributed teams, including leadership of directors and senior managers. • Strong financial management experience, including P&L ownership, budgeting, forecasting, and cost optimization. • Proven ability to manage contract performance against SLAs, KPIs, quality standards, and contractual obligations. • Extensive client relationship management experience, including executive communication, stakeholder engagement, and issue resolution. • Experience with workforce management, operational performance analytics, compliance, and continuous improvement. • Proficiency with contact center technology platforms and data-driven operational decision-making. • Experience supporting federal contracts, government programs, or highly regulated environments preferred. • Background in human services, vocational rehabilitation, or inclusive employment programs preferred. • Knowledge of regulatory standards and reporting obligations for federal contracts. • Ability to lead audit preparation, risk mitigation, corrective action planning, and business continuity initiatives.