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