U.S. Based Contact Center Service Design Lead

Service Design Lead

About the role

The Service Design Lead plays a pivotal role in shaping the end-to-end advisor experience within Delta Defense's contact center. This role requires a blend of strategic vision and hands-on execution, focusing on designing future-state workflows, implementing improvements, and ensuring that technology enhances rather than complicates the advisor experience.

Responsibilities

• Redesign and optimize end-to-end advisor workflows.
• Identify and implement measurable improvements to reduce friction.
• 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

• 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.

Qualifications

• 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.

Skills

• 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.

Benefits

Delta Defense offers a competitive compensation package including a target salary range of $78,000 - $97,000 based on experience, along with bonus eligibility for the company incentive plan. The role is based at our headquarters in West Bend, Wisconsin, with a flexible hybrid work schedule requiring a minimum of 3 days per week in-office.

Pay

$78,000 - $97,000 based on experience.

Schedule

Hybrid work schedule with a minimum of 3 days per week in-office.

Location

Based at Delta Defense's headquarters in West Bend, Wisconsin.

Why Work at Delta Defense?

Delta Defense is proud to be recognized as #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), and Inc. 5000 “Fastest Growing Private Companies” – 14 years in a row. Our mission is to help Americans protect themselves, their families, and their freedoms every single day. Learn more & apply: https://www.deltadefense.com/careers