Theses and Dissertations

Date of Award

5-1-2026

Document Type

Dissertation

Degree Name

Doctor of Education (EdD)

Department

Curriculum & Instruction

First Advisor

Laura Jewett

Second Advisor

Pauli Badenhorst

Third Advisor

Karin Lewis

Abstract

Organizations increasingly rely on leadership development programs to strengthen succession planning and prepare middle managers for expanded responsibilities, yet limited research has explored how participants experience these initiatives in fast-paced, customer-centric environments. This qualitative descriptive case study examined the lived experiences of 11 middle managers and directors participating in the LEAD Forward program within a Government Contact Center. Guided by Transformational Leadership Theory, the study investigated (a) how participants perceived the program’s impact on their professional development and leadership skills and (b) the challenges and opportunities they encountered during participation. Data was collected through two written narrative reflections and 11 semi-structured Zoom interviews and analyzed using thematic analysis to identify patterns across data sources. Findings revealed that leadership identity development, expanded social capital, and intentional career ownership emerged as key outcomes of participation in the LEAD Forward program. This study contributes practical insights for strengthening leadership pipelines and refining succession planning strategies, while adding participant-centered evidence to the leadership development literature in government contact center contexts.

Comments

Copyright 2026 Manuel Angel Saenz. All Rights Reserved. https://proquest.com/docview/3371254575

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