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.