U.S. Based Contact Center - Technology and Process Lead

Delta Defense, LLC•West Bend, WI

59d•$76,000 - $95,000•Hybrid

About The Position

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/ This is a headquarters based role. For those opting for a hybrid schedule, this involves working in-office three days a week. We're seeking a Contact Center Technology & Process Lead to help shape the future of our contact center. You'll blend technology, process optimization, and innovation to improve how our advisors work and how our members are served. This is a high-impact individual contributor role with significant cross-functional influence. This opportunity is ideal for someone ready to blend process excellence and technical expertise to enhance and optimize our contact center operations.

Requirements

High School diploma or equivalent required. Bachelor's degree in business administration, management, or a related field preferred.
5+ years of experience in contact center operations or systems management.
Hands-on expertise with phone systems, IVR, and Salesforce (Service Cloud preferred).
Proven project management and process improvement success with measurable outcomes.
Strong communication, analytical, and collaboration skills.
Excellent communication and collaboration skills with the ability to influence at multiple levels.
Demonstrates the Core Values of Delta Defense, LLC.

Nice To Haves

Salesforce certifications (Admin, Business Analyst, or Service Cloud Consultant).
Experience with knowledge management tools (Guru) or collaboration platforms (Slack).
Familiarity with AI tools and automation in contact center environments.
Lean, Six Sigma or other process improvement training/certification.
Demonstrated leadership or mentoring experience with a strong interest in developing people.

Responsibilities

Own & optimize contact center systems - including inbound/outbound telephony, IVR, and call routing.
Partner with IT to enhance Salesforce integrations and ensure systems connect seamlessly.
Improve processes by identifying inefficiencies and implementing smarter workflows. Split time ~75% hands-on execution and ~25% strategic planning/innovation.
Lead projects from concept through completion, ensuring alignment and measurable results.
Analyze data to drive improvements in technology performance and advisor experience.
Explore new tech like AI, automation and emerging technologies to elevate both advisor and customer outcomes.
Collaborate cross-functionally with IT, Finance, Marketing, and external vendors.

Benefits

We are a fun, fast-paced, and rewarding place to work and grow!
Nationally recognized in 2025 as number 25 on The Wall Street Journal Top 100 list of America's Most Loved Workplaces
Nationally recognized in 2023 and 2024 as a Newsweek Top 100 America's Most Loved Workplace
Named on Inc. 5000 "Fastest Growing Private Companies" list 14 years in a row!
23 Days of Personal Time Off, 8 Company Holidays, plus paid day of Volunteer Service annually
Robust Insurance Coverage Options: Medical, Dental, Vision, HSA, FSA, Life, STD, & LTD

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