Join Today: MD - Contact Center Service Delivery
Core Information:Position: MD - Contact Center Service DeliveryCompany: WorkwarpLocation: RemoteStart Date: Immediate openings availableCompensation: a competitive salary  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 Job! Submit Your ApplicationSeize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.
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 Job! Submit Your ApplicationSeize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.
Apply Now