Service Design Lead, U.S. Based Contact Center

About the role

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 (USCCA), which safeguards life, freedom, and finances for responsible American protectors. This role sits at the intersection of operations, process design, and strategy, ensuring 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 high-impact role 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.

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.

Requirements

• 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.

Preferred 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.

Pay

Target salary range $78,000 - $97,000 based on experience. This role is also bonus-eligible for the company incentive plan.

Schedule

Hybrid work schedule with a minimum of 3 days per week in office at our headquarters in West Bend, Wisconsin. Applicants outside a reasonable commuting distance must be willing to relocate.

Benefits

• Fast-paced, mission-driven, and genuinely fun culture.
• #25 on The Wall Street Journal’s 2025 Top 100 America’s Most Loved Workplaces.
• Newsweek Top 100 America’s Most Loved Workplaces (2023 & 2024).
• Inc. 5000 “Fastest Growing Private Companies” – 14 years in a row.
• Work that directly impacts Americans protecting themselves, their families, and their freedoms.