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.
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• Ensure outstanding customer satisfaction and continuous improvement in agent processes and efficiency.
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• Oversee vendor partner relationships, including selection, contract management, and performance management.
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• Set a multi-year service delivery strategy to elevate customer and employee experiences.
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• Create partnerships with other contact center senior leaders to achieve organizational goals.
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• Identify innovative ideas to enhance customer experience.
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• Develop positive relationships with the IAM union for a collaborative working environment.

Requirements
• Bachelor's degree
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• 12 years of experience as a people leader, including frontline roles
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• 3-5 years in senior leadership positions
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• Engaging people leader with strong problem-solving skills
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• Ability to drive cultural change and influence stakeholders
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• Strong executive presence and ability to work with complex details
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• Willingness to travel 40% of the time.

Nice-to-haves
• Master's degree
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• Knowledge of the travel/airline industry
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• Experience in the servicing industry

Benefits
• Medical, dental, and vision insurance
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• Life, accident, and disability insurance
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• Parental leave
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• Employee assistance program
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• Commuter benefits
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• Paid holidays and paid time off
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• 401(k) plan
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• Flight privileges

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