[Remote/WFM] MD - Contact Center Service Delivery
Core Information:Position: MD - Contact Center Service DeliveryCompany: WorkwarpCompensation: a competitive salaryStart Date: Immediate openings availableLocation: Remote  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! We Encourage You to Apply!Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.
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! We Encourage You to Apply!Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.
Apply Now