Managing Director - Global Contact Center Service Delivery Excellence (Remote)

Transforming Customer Experience in the Aviation Industry

At Workwarp, we're on a mission to revolutionize the way companies interact with their customers. As a leader in customer support solutions, we're seeking an exceptional Managing Director to spearhead our Contact Center Service Delivery. If you're a seasoned executive with a passion for delivering outstanding customer experiences, we invite you to join our dynamic team.

About the Role

As the Managing Director - Global Contact Center Service Delivery, you will be responsible for providing strategic direction to our front-line employees and operational leaders within the Customer Support & Advocacy organization. This pivotal role oversees a team of over 5,000 experts, including employees and vendor partners, to ensure exceptional customer satisfaction and continuous improvement in service delivery.

Key Responsibilities

• Strategic Leadership: Provide visionary direction for front-line employees and operational leaders in the Customer Support & Advocacy organization, driving business growth and customer satisfaction.
• Customer Satisfaction: Ensure outstanding customer satisfaction and continuous improvement in agent processes and efficiency, leveraging data-driven insights to inform decision-making.
• Vendor Management: Oversee vendor partner relationships, including selection, contract management, and performance management, to ensure seamless service delivery.
• Service Delivery Strategy: Develop and implement a multi-year service delivery strategy to elevate customer and employee experiences, aligning with organizational goals.
• Collaboration & Partnerships: Foster partnerships with other contact center senior leaders to achieve organizational objectives and drive business outcomes.
• Innovation: Identify innovative ideas to enhance customer experience, leveraging industry trends, best practices, and emerging technologies.
• Union Relations: Develop positive relationships with the IAM union to foster a collaborative working environment and drive business success.

Essential Qualifications

• Bachelor's Degree: A degree in a relevant field, such as Business Administration, Communications, or a related discipline.
• Proven Leadership Experience: A minimum of 12 years of experience as a people leader, including frontline roles, with a proven track record of driving business growth and customer satisfaction.
• Senior Leadership Experience: 3-5 years of experience in senior leadership positions, with a strong ability to influence stakeholders and drive cultural change.
• Strong Problem-Solving Skills: An engaging people leader with strong problem-solving skills, able to navigate complex details and drive business outcomes.
• Executive Presence: A strong executive presence, with the ability to work with complex details and drive business success.
• Travel Requirements: Willingness to travel 40% of the time to support business needs.

Preferred Qualifications

• Master's Degree: A Master's degree in a relevant field, such as Business Administration, Communications, or a related discipline.
• Industry Knowledge: Knowledge of the travel/airline industry, with a deep understanding of customer needs and industry trends.
• Servicing Industry Experience: Experience in the servicing industry, with a proven track record of delivering exceptional customer experiences.

Skills & Competencies

To succeed in this role, you'll need to possess a unique blend of skills and competencies, including:

• Strategic Thinking: The ability to develop and implement a comprehensive service delivery strategy, aligning with organizational goals.
• Leadership: Strong leadership skills, with the ability to inspire and motivate teams to achieve business outcomes.
• Communication: Excellent communication skills, with the ability to influence stakeholders and drive business success.
• Problem-Solving: Strong problem-solving skills, with the ability to navigate complex details and drive business outcomes.
• Collaboration: The ability to foster partnerships with other contact center senior leaders to achieve organizational objectives.

Career Growth Opportunities

As a Managing Director at Workwarp, you'll have access to a range of career growth opportunities, including:

• Professional Development: Ongoing training and development programs to enhance your skills and knowledge.
• Career Advancement: Opportunities for career advancement, with a clear path for progression within the organization.
• Networking: The chance to network with industry leaders and professionals, expanding your network and influencing industry trends.

Work Environment & Company Culture

At Workwarp, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the principles of:

• Innovation: Encouraging innovation and creativity, with a focus on delivering exceptional customer experiences.
• Collaboration: Fostering a collaborative work environment, with a focus on teamwork and partnership.
• Diversity & Inclusion: Promoting diversity and inclusion, with a commitment to creating a workplace that is welcoming and inclusive for all.

Compensation & Benefits

We offer a competitive compensation package, including:

• Medical, Dental, and Vision Insurance: Comprehensive health insurance coverage to support your well-being.
• Life, Accident, and Disability Insurance: Financial protection to support you and your loved ones.
• Parental Leave: Generous parental leave policies to support work-life balance.
• Employee Assistance Program: Access to an employee assistance program, providing support for mental health and well-being.
• Commuter Benefits: Commuter benefits to support your daily commute.
• Paid Holidays and Paid Time Off: Generous paid holidays and paid time off to support work-life balance.
• 401(k) Plan: A 401(k) plan to support your retirement savings.
• Flight Privileges: Flight privileges for you and your loved ones.

Join Our Team

If you're a seasoned executive with a passion for delivering exceptional customer experiences, we invite you to join our dynamic team. As a Managing Director at Workwarp, you'll have the opportunity to make a significant impact, driving business growth and customer satisfaction. Apply now and take the first step towards a rewarding new role.