Join United Airlines, a Leader in the Aviation Industry, as a Managing Director - Contact Center Service Delivery
United Airlines is on a mission to become the best airline in the history of aviation, driven by its shared purpose of Connecting People, Uniting the World. As a global company with a presence in hundreds of locations worldwide, United Airlines is committed to uplifting and providing opportunities in the communities it serves. With a growing workforce and tens of thousands of employees, the airline is seeking talented individuals to join its team. As a Managing Director - Contact Center Service Delivery, you will play a crucial role in shaping the customer experience and driving business success.
About the Role
The Managing Director, Global Service Delivery is a senior leadership role responsible for providing strategic direction to the Customer Support & Advocacy organization, which comprises over 5,000 front-line experts and operational leaders across the globe. This role reports to the Vice President, Customer Support & Advocacy, and is accountable for delivering exceptional customer satisfaction, driving process improvements, and fostering a culture of excellence within the contact center.
Key Responsibilities
- Develop and implement a multi-year service delivery strategy to elevate customer and employee experiences, while identifying opportunities for efficiency gains
- Oversee all aspects of vendor partner/BPO relationships, including partner selection, contract management, and performance management
- Ensure outstanding customer satisfaction through agent process continuous improvement, supervisor development, quality/performance management, and service design
- Create strong partnerships with other contact center senior leaders and stakeholders across the organization to achieve United Airlines' goals
- Identify innovative ideas to take the customer experience to the next level and drive business growth
- Develop positive relationships with the IAM union to foster a collaborative working environment
What We're Looking For
To succeed in this role, you will need to possess the following minimum qualifications:
- A Bachelor's degree from an accredited institution
- A minimum of 12 years of experience as a people leader, including frontline leadership roles
- 3-5 years of experience in senior leadership roles, preferably in a contact center or customer service environment
- Strong engaging leadership skills, with the ability to motivate and inspire teams
- Excellent problem-solving and analytical skills, with the ability to drive data-driven decision-making
- The ability to drive cultural change and influence key stakeholders across the organization
- Strong executive presence, with the ability to communicate effectively with senior leaders and external partners
- The ability to work with complex details and prioritize multiple tasks and projects
- Willingness to travel 40% of the time to support business needs
While the above qualifications are essential, the following preferred qualifications will help you stand out:
- A Master's degree from an accredited institution
- Knowledge of the travel or airline industry, preferably gained through previous experience or industry research
- Experience in a servicing industry, such as customer service or contact center operations
Career Growth and Development
As a Managing Director - Contact Center Service Delivery at United Airlines, you will have access to a range of career development opportunities and training programs designed to help you grow professionally. You will be part of a dynamic and growing organization, with opportunities to take on new challenges and expand your skillset.
Work Environment and Culture
United Airlines is committed to creating a diverse and inclusive work environment that values different perspectives and experiences. As a remote worker, you will be part of a global team that is passionate about delivering exceptional customer experiences and driving business success. The company offers a range of benefits and perks, including a competitive salary, employee-run "Business Resource Group" communities, world-class benefits like parental leave and 401k, and privileges like space available travel.
Compensation and Benefits
United Airlines offers a competitive compensation package, including a salary and benefits that reflect the company's commitment to rewarding its employees. While the exact compensation details are not disclosed, the company is committed to providing a fair and competitive remuneration package that aligns with industry standards.
Why Join United Airlines?
United Airlines is a leader in the aviation industry, with a rich history and a strong commitment to its employees and customers. As a Managing Director - Contact Center Service Delivery, you will be part of a dynamic team that is shaping the future of the airline. With opportunities for career growth, a competitive compensation package, and a diverse and inclusive work environment, United Airlines is an attractive employer for talented individuals looking to make a meaningful contribution.
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. If you're passionate about delivering exceptional customer experiences and driving business success, we encourage you to apply for this exciting opportunity.
United Airlines is an equal opportunity employer. We recruit, employ, train, compensate, and promote 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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