Director - Service Transformation

Job overview and responsibilities

The Director of Service Transformation is responsible for the development and modernizing of the tools, systems, and processes to support customer contact centers and their operational activities. Successful candidates will work collaboratively across the organization, including with our digital technology, operational teams in the field, and corporate support teams to improve the quality of our employee and customer experience. This role includes innovations to improve experiences across the journey. This individual will direct a team that will work with key stakeholders to develop, implement and help sustain initiatives passionate about improving the customer experience, reducing friction, reducing cost and maximizing revenue.

• Ability to turn strategy into execution, including taking on an agile approach with a “learn fast” mentality – experience in driving material change, being well-versed in change management
• Develop, lead, and execute all aspects of a strategy and roadmap for key projects that include field input, balance speed to market with quality, while improving employee experience, supporting commercial goals, and driving customer happiness with the contact center experience
• Command of dynamic business case development, accounting for elements such as contact volume, productivity/efficiency, enhanced revenue opportunities, and customer experience; will include budget responsibility
• Capabilities acumen, from design thinking to requirements development to understanding the development lifecycle and user adoption — understanding large-scale front-line employee tools; comfortable with “talking tech” from a business standpoint
• Collaborative, team player that can constructively work across the enterprise – solid skills in influencing while also being open-minded
• Lead cross-functional teams to optimally run several concurrent projects and coordinate implementation plans
• Keep leadership advised of project portfolio and health through regular status updates and executive-level presentations
• Regularly spend time in the field to gauge operational needs and establish relationships with operational leaders to ensure priorities are appropriately aligned
• Provides leadership to a team of senior managers, managers, analysts, professional staff, and frontline employees

Qualifications

Required

• Bachelor's Degree in Business, Operations Management, Public Relations, or a related field
• 7+ years of operations management experience and project management experience
• Proven leader of cross-functional teams
• Strong verbal and written communication skills - with a strong executive presence
• Proven project planning and execution
• Microsoft Office and analytical skills
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is a crucial function of the position

Preferred

• MBA, advanced degree, or 5 years of airline operations experience