Managing Director, Global Contact Center Service Delivery - Remote

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.