The process had four steps:
1. MeritFirst Screening: A short recorded assessment with service and operations questions.
2. Initial Call with Head of People: Light conversation about my background, leadership style, and interest in the company.
3. Interview with the COO: Deeper discussion focused on operations, service quality, and how I lead teams.
4. Take-Home Assignment: Analysis of two real service calls plus a growth plan for the team. This was the most important step and centered heavily on coaching clarity, structure, and how I develop others.
Overall, the interviews were thoughtful and professional, with a strong focus on coaching ability and service empathy.
