U.S. Based Contact Center Service Design Lead
About The Position
Contact Center Service Design Lead Join an award-winning, mission-driven team at Delta Defense - one of Newsweek’s Top 100 America’s Most Loved Workplaces. We provide Marketing, Operations and Customer Service for the U.S. Concealed Carry Association. The USCCA safeguards life, freedom, and finances for responsible American protectors. Learn more about the USCCA at https://www.usconcealedcarry.com/ Are you passionate about designing service experiences that empower employees and elevate customer outcomes? Delta Defense is seeking a strategic and hands-on leader to shape the end-to-end advisor experience within our contact center. This role sits at the intersection of operations, process design, and strategy—ensuring that workflows, systems, policies, and expectations align to create a frictionless and scalable service model. You will act as both an architect and hands-on change agent: designing future-state workflows while rolling up your sleeves to implement and manage improvements. This role will focus on defining how work should flow, translating operational needs into structured requirements, and ensuring technology enables — rather than complicates — the advisor experience. This is a high-impact role that directly influences advisor productivity, service quality, retention, and overall contact center performance. The right candidate will serve as a trusted thought partner to leadership while driving tangible operational improvements across the entire contact center. This is a great fit if you’re energized by digging into root causes, using data and frontline feedback to prioritize the right opportunities, and can lead sustainable change from pilot through adoption.
Requirements
- Contact center operational experience.
- Proven success in process redesign and measurable, continuous improvement.
- Strategic thinking combined with hands-on execution.
- Strong stakeholder alignment and facilitation skills.
- Comfort operating in both execution-heavy and strategy-focused environments.
- 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.
Nice To Haves
- 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.
Responsibilities
- Redesign and optimize end-to-end advisor workflows.
- Identify friction and implement measurable improvements.
- Define future-state service models aligned with leadership strategy.
- Lead cross-functional improvement initiatives.
- Translate operational needs into structured system requirements.
- Leverage AI and automation to enhance advisor efficiency.
- Measure impact and continuously refine service performance.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
