Job Description
Accelerate Your Career with a Leadership Role that Offers Flexibility and Growth
Unlock a new chapter in your career as a Managing Director, Global Contact Center Service Delivery! We're offering a unique opportunity to lead a team of over 5,000 experts in customer support, driving outstanding customer satisfaction and continuous improvement in service delivery. Enjoy the freedom and flexibility of a remote role with a competitive salary and comprehensive benefits package.
About the Position
As a Managing Director, Global Service Delivery at United Airlines, you will provide strategic direction for front-line employees and operational leaders within the Customer Support & Advocacy organization. Your expertise will oversee vendor relationships, set a multi-year service delivery strategy, and foster partnerships across the organization to enhance customer and employee experiences.
Key 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.
Take the Next Step
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.
Apply Now
Apply Now