Director - Contact Center Supplier Strategy

United Airlines Inc. - Chicago, IL

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Department overview

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.

Job overview and responsibilities

The Director of Supplier Strategy will lead a team of more than 2,500 outsourced employees in multiple geographies for a major world-wide airline. In today's environment, customers often call us to help solve their problems and the person in this role has a significant opportunity to influence how customers feel about United Airlines . The ideal person will have experience leading a world class supplier organization and a demonstrated ability to drive outstanding customer service in a complex business environment. With centers currently located in the Philippines, China, India and Colombia, travel and employee engagement are essential to having an impact on the business. The Director will be responsible for setting a strategy that supports the airline and contact center vision. Day to day responsibilities include setting and meeting performance expectations, staffing delivery, contract negotiation and management, and business analysis - all with a goal of delivering an outstanding customer experience. The Director of Supplier Strategy is responsible for establishing a culture of continuous improvement, employees and suppliers who are proud to work with United, and a reputation for excellent customer service.

Setting strategy for performance improvements and expectations for team and supplier partners

Planning for future initiatives and incentives to drive performance

Analysis, problem identification, creating solutions

Engagement with suppliers to drive outstanding performance/build a culture of continuous improvement

Manage distribution of work between partners and locations to manage the expenses to plan

Staying ahead of outsourced market changes and bringing out value additions from partners beyond delivering on service


Bachelor's Degree
Excellent analytical skills/expert at using Microsoft products, including Excel; Strong organizational skillset with ability to multi-task; ability to keep up with overall business expectations while traveling; demonstrated ability to work effectively in a multi-cultural, multi-national environment
At least 8 - 10 years of world-wide contact center experience at a senior leader level; At least 5 years of outsourced management experience
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 an essential function of the position

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT