Join Today: MD - Contact Center Service Delivery

Core Information:

• Position: MD - Contact Center Service Delivery
• Company: Workwarp
• Location: Remote
• Start Date: Immediate openings available
• Compensation: a competitive salary

Â

Â

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 Job!

Â

Submit Your Application

Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.

Apply Now

Ready to Apply?

Don't miss out on this amazing opportunity!