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!