Managing Director, Contact Center Service Delivery

Managing Director, Contact Center Service Delivery About the Company Leading international commercial airline Industry Airlines/Aviation Type Public Company Founded 1926 Employees 10,001+ Categories Service Industry Aerospace Hospitality Public Transportation Travel In-Flight Entertainment Transportation Airlines Elk Grove Village Specialties airline travel air cargo air travel information technology customer service aviation technology and digital technology Business Classifications B2C About the Role The Company is seeking a Managing Director for Global Service Delivery, a pivotal role that is instrumental in the strategic direction of a large team of front-line employees and operational leaders within the Customer Support & Advocacy organization. The successful candidate will be responsible for ensuring outstanding customer satisfaction, driving continuous improvement in agent processes, and overseeing the development of supervisors. This role also involves setting a multi-year service delivery strategy, managing vendor partner relationships, and creating strong partnerships both within the contact center and across the company. The ideal candidate will be an engaging and skilled leader, with the ability to influence key stakeholders, drive cultural change, and identify innovative ideas to enhance the customer experience. Applicants for the Managing Director position at the company should have a Bachelor's degree, with a Master's degree being preferred, and at least 12 years' experience as a people leader, including frontline, and 3-5 years in senior leadership roles. The role requires an individual with a strong executive presence, the ability to work with complex details, and a willingness to travel. While not mandatory, experience in the travel or airline industry and a background in the servicing industry are advantageous. The company values diverse experiences and perspectives and encourages candidates who meet the minimum qualifications to apply, even if they do not possess all the desired qualifications. The role is remote, and the company is an equal-opportunity employer that is committed to a diverse and inclusive workforce. Hiring Manager Title Vice President, Customer Support & Advocacy Travel Percent 40% Functions Business Development General Management Strategy

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