MD - Contact Center Service Delivery
About the position
The Managing Director, Global Service Delivery at United Airlines is responsible for providing strategic direction for front-line employees and operational leaders within the Customer Support & Advocacy organization. This role oversees a team of over 5,000 experts, including employees and vendor partners, ensuring outstanding customer satisfaction and continuous improvement in service delivery. The position involves managing vendor relationships, setting a multi-year service delivery strategy, and fostering partnerships across the organization to enhance customer and employee experiences.
Responsibilities
? Provide strategic direction for front-line employees and operational leaders in the Customer Support & Advocacy organization.
,
? Ensure outstanding customer satisfaction and continuous improvement in agent processes and efficiency.
,
? Oversee vendor partner relationships, including selection, contract management, and performance management.
,
? Set a multi-year service delivery strategy to elevate customer and employee experiences.
,
? Create partnerships with other contact center senior leaders to achieve organizational goals.
,
? Identify innovative ideas to enhance customer experience.
,
? Develop positive relationships with the IAM union for a collaborative working environment.
Requirements
? Bachelor's degree
,
? 12 years of experience as a people leader, including frontline roles
,
? 3-5 years in senior leadership positions
,
? Engaging people leader with strong problem-solving skills
,
? Ability to drive cultural change and influence stakeholders
,
? Strong executive presence and ability to work with complex details
,
? Willingness to travel 40% of the time.
Nice-to-haves
? Master's degree
,
? Knowledge of the travel/airline industry
,
? Experience in the servicing industry
Benefits
? Medical, dental, and vision insurance
,
? Life, accident, and disability insurance
,
? Parental leave
,
? Employee assistance program
,
? Commuter benefits
,
? Paid holidays and paid time off
,
? 401(k) plan
,
? Flight privileges
Apply Now
The Managing Director, Global Service Delivery at United Airlines is responsible for providing strategic direction for front-line employees and operational leaders within the Customer Support & Advocacy organization. This role oversees a team of over 5,000 experts, including employees and vendor partners, ensuring outstanding customer satisfaction and continuous improvement in service delivery. The position involves managing vendor relationships, setting a multi-year service delivery strategy, and fostering partnerships across the organization to enhance customer and employee experiences.
Responsibilities
? Provide strategic direction for front-line employees and operational leaders in the Customer Support & Advocacy organization.
,
? Ensure outstanding customer satisfaction and continuous improvement in agent processes and efficiency.
,
? Oversee vendor partner relationships, including selection, contract management, and performance management.
,
? Set a multi-year service delivery strategy to elevate customer and employee experiences.
,
? Create partnerships with other contact center senior leaders to achieve organizational goals.
,
? Identify innovative ideas to enhance customer experience.
,
? Develop positive relationships with the IAM union for a collaborative working environment.
Requirements
? Bachelor's degree
,
? 12 years of experience as a people leader, including frontline roles
,
? 3-5 years in senior leadership positions
,
? Engaging people leader with strong problem-solving skills
,
? Ability to drive cultural change and influence stakeholders
,
? Strong executive presence and ability to work with complex details
,
? Willingness to travel 40% of the time.
Nice-to-haves
? Master's degree
,
? Knowledge of the travel/airline industry
,
? Experience in the servicing industry
Benefits
? Medical, dental, and vision insurance
,
? Life, accident, and disability insurance
,
? Parental leave
,
? Employee assistance program
,
? Commuter benefits
,
? Paid holidays and paid time off
,
? 401(k) plan
,
? Flight privileges
Apply Now