U.S. Based Contact Center Service Design Lead
$78,000–$97,000 year
Hybrid · West Bend, Wisconsin, United States
Job Summary
Lead the redesign and optimization of end-to-end advisor workflows within Delta Defense’s contact center, shaping future-state service models and driving measurable improvements. Act as both architect and hands-on change agent to translate operational needs into structured system requirements, leveraging AI and automation to enhance advisor efficiency. Collaborate with cross-functional teams and IT to align technology with business goals, manage initiatives end-to-end, and influence leadership and frontline teams. This senior role emphasizes strategic thinking, stakeholder facilitation, and a balance of execution-heavy work with long-term strategic planning, with a hybrid work arrangement based at the West Bend, Wisconsin headquarters.
Required Qualifications
- 5+ years of progressive experience in contact center operations, service design, operational excellence, or process improvement roles
- Bachelor’s degree in business, operations, service design, or related field (preferred)
- 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
- Preferred: Experience applying Lean, Six Sigma, Design Thinking, or structured service design methodologies
- Experience facilitating cross-functional workshops or operational strategy sessions
- Leadership or mentoring experience with interest in broader operational leadership
- Target salary range $78,000 - $97,000 based on experience
- Hybrid work schedule with a minimum of 3 days per week in office
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