Service Design Lead, U.S. Based Contact Center
$78,000–$97,000 year
On-siteWest Bend, Wisconsin, United States
Job Summary
Redesign and optimize end-to-end advisor workflows, identifying friction points to implement measurable improvements across the contact center. Define future-state service models aligned with leadership strategy while leading cross-functional improvement initiatives that translate operational needs into structured system requirements. Leverage AI and automation to enhance advisor efficiency, measuring impact and continuously refining service performance to drive productivity and retention. Partner with IT teams to ensure technology enables rather than complicates the advisor experience, using data and frontline feedback to prioritize sustainable change from pilot through adoption.
Required Qualifications
- 5+ years of progressive experience in contact center operations, service design, operational excellence, or process improvement roles
- Deep understanding of contact center environments and advisor workflows
- Demonstrated success redesigning processes with measurable operational impact
- Experience partnering cross-functionally with IT or system teams to align technology with business requirements
- Strong project leadership skills with the ability to manage initiatives end-to-end
- Strong analytical skills with the ability to translate data into structured operational improvements
- Excellent communication skills with the ability to influence leadership and frontline teams
- Experience operating in environments that balance tactical execution and strategic planning
- Demonstrates the Core Values of Delta Defense, LLC
Desired Qualifications
- Bachelor's degree in business, operations, service design, or related field
- Experience applying Lean, Six Sigma, Design Thinking, or structured service design methodologies
- Experience evaluating or integrating AI tools within operational environments
- Experience facilitating cross-functional workshops or operational strategy sessions
- Leadership or mentoring experience with interest in broader operational leadership
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