MD - Contact Center Service Delivery

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day. Key Responsibilities:

The role of Managing Director, Global Service Delivery is responsible for strategic direction for most front-line employees and operational leaders across the Customer Support & Advocacy organization. The team consists of more than 5,000 front-line experts, including a combination of employees and vendor partners across the world. The role reports into the Vice President, Customer Support & Advocacy.
• Ensure outstanding customer satisfaction; agent process continuous improvement/efficiency; supervisor development; quality/performance management; agent scorecard and incentives; service design; ancillary sales; organizational structure; and work-from-home strategy
• Oversee all aspects of our vendor partner/BPO relationships, including partner selection, geographic diversity, contract management and performance management
• Responsible for setting a multi-year service delivery strategy with a goal to elevate customer and employee experiences, while uncovering efficiency opportunities – primarily through the lens of our people and service delivery design
• Create strong partnerships with other contact center senior leaders and others throughout the company to achieve United’s goals
• Identify innovative ideas for taking customer experience to the next level
• Develop positive relationships with the IAM union to form a collaborative working environment

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!
What’s needed to succeed (Minimum Qualifications):
• Bachelor's degree
• 12 years as a people leader, including frontline
• 3-5 years in senior leadership roles
• Engaging people leader
• Skilled at problem solving and analysis
• Ability to drive cultural change
• Ability to influence key stakeholders
• Strong executive presence
• Ability to work with complex details
• Willingness to travel 40% of the time

What will help you propel from the pack (Preferred Qualifications):
• Master's degree
• Travel/Airline Industry knowledge
• Servicing Industry

Remote option may be available

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation.

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