Millicent McIntyre
Millicent McIntyre, MSOB is a dynamic and results-driven senior leader with over 15 years of award-winning experience in call center operations and customer service leadership. As Senior Director of Buyer Services at IAA, she spearheads strategic initiatives that enhance employee and customer experience, optimize service delivery, and drive team performance across the organization.
Millicent has a proven track record of transforming customer service environments, improving operational efficiency, and fostering leadership development. She has personally mentored and developed more than 50 associates and leaders throughout her career—demonstrating a deep commitment to empowering others and cultivating high-performing teams.
Prior to joining IAA, Millicent held progressive leadership roles at organizations such as the Association for Supply Chain Management, Trustmark Companies, Elkay Manufacturing and Santanna Energy Services. In each role, she consistently led large-scale operational transformations, implemented quality and training programs, and strengthened cross-functional collaboration. Her ability to align people, processes, and platforms with business goals has earned her multiple accolades, including the New Era of CX Judges Choice Award.
Millicent holds a Master of Science in Organizational Behavior from Benedictine University, where she also earned her bachelor's degree. She currently serves on the board of the Midwest Contact Center Association and is a proud advocate for leadership, diversity, and continuous improvement within the customer experience industry.
• Bachelor's Degree, Master's Degree,
• Certified Customer Experience Performance Leader from COPC, Inc
• Benedictine University - Bachelor's degree
• Benedictine University - MS
• Midwest Contact Center Association
What do you attribute your success to?
I attribute my success to my mother. She was the leader in our family—strong, courageous, and deeply committed to those around her. Even though we didn’t have much financially, she created an environment filled with love, resilience, and community one that people were naturally drawn to. What stood out most was her ability to lead without a title. People followed her not because of a position she held, but because of how she made them feel seen, valued, and believed in. She taught me that true leadership is about impact, not authority, and that the greatest influence often comes from the quiet strength of those who show up, care deeply, and lead by example.
What’s the best career advice you’ve ever received?
Don’t wait. Stop thinking that you have to be 100% ready for an opportunity. You have skills and experience that makes you qualified for anything role you want.
What advice would you give to young women entering your industry?
This is for any industry. Find your voice own your voice and speak up. What you have to say matters and your perspective is valuable so share and provide input whenever you can.
What are the biggest challenges or opportunities in your field right now?
I’m in the contact center industry, and one of the biggest challenges is navigating the overwhelming number of AI solutions while trying to learn and adapt quickly without loosing sight of the importance of human connection.
What values are most important to you in your work and personal life?
Faith, Trust, integrity, respect, loyalty, growth and empathy.