MD - Contact Center Service Delivery
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!