Director, Relocation Operations (Bengaluru)

ROLES AND RESPONSIBILITIES As the Director, Customer Experience and Operations, you are passionate about driving a strong customer experience culture. You lead a group of Customer Experience Managers and their teams, overseeing the customer experience and operational strategy, assessing technology needs to increase productivity, and monitoring critical Key Experience Metrics. In this role you operate as the voice of the customer and the process throughout the organization. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Description of Duty Leadership and Team Management - Leads the Customer Experience Operations team for an assigned set of clients, directing and guiding Managers as they lead the day-to-day customer experience and operations. - Ensures Managers are proactively managing their direct reports against performance standards, as well as fully utilizing digital data tools and dashboards to support the customer experience. - Regularly reviews performance dashboards with Managers and ensures adoption of all digital tools and features by all team members. - People Leadership of Manager, Customer Experience and Operations roles and others as identified. Coaches, assesses, and develops direct reports. Accountable for the successful completion of training of all direct reports and indirect reports Customer Experience and Operational Strategy - Accountable for the overall customer experience, including resolution of significant and/or systemic escalations as required. - Analyzes metrics to ensure customer experience outcomes are achieved, adjusting, identifying solutions, and coaching teams when changes are required. - Monitors uptake on mobility services and coaches team to proactively position/sell services to add value to the customer experience. - Interprets customer feedback, assesses survey trends, and conducts gap analysis to recommend change implementation across the customer experience and operations teams. Collaboration and Strategic Alignment - Collaborates with Vice President, Customer Experience and Operations in the development of performance goals and long-term customer experience plans. - Closely aligns with Account Management Directors and Vice Presidents to ensure client strategy and culture are understood and that customer experience delivery is aligned to those strategies. Proactively discusses operational client metrics and SLAs. - Leverages expertise to collaborate with other internal customer experience teams to continuously drive improvement, efficiencies, and consistency across internal processes and the customer experience. - Identifies new customer needs, proactively and regularly partners with the Account Management team and communicates to leadership the need for new services. Able to shift service delivery in an agile manner. - Works with the Implementation team to plan and onboard new clients. Participates in the operational setup including the policy, procedures, staffing, and client-specific training. Continuous Improvement and Resource Management - Champions change and improvements across the customer experience, drives change, and influences future changes/projects to support and achieve improvements in the customer experience. - Responsible for delivering process efficiencies, cost savings, minimizing operational risks, and increasing process harmonization. - Participates in the annual budget process and quarterly volume and headcount forecasts by being responsible for all staffing requirements based on metrics. Regularly reviews trends and proactively makes adjustments to costs throughout the year. QUALIFICATIONS AND PREFERRED SKILLS (Qualifications, Skills, Education or Certification Requirements, etc.) Education/Experience - University/College degree preferred - Minimum of 2 years direct Global Mobility experience - Minimum of 5 years, progressive leadership experience in customer experience management within a technology enabled service delivery organization - Minimum 5 years people leadership experience is required, ideally with remote leadership experience Cognitive Skills - Experience leading operations and customer experience teams with a strong business acumen and general pragmatism - Proven expertise with planning and managing workloads and people performance - Proven ability to maintain a sense of urgency and priorities while delivering results in a fast-paced environment Technology Skills - Data driven and strong analytical skills. Strong report development skills - Strong digital fluency, intellectual curiosity, and innovative problem-solving skills - Proficient with productivity, customer service, and reporting applications (e.g. Microsoft Office (Word, PowerPoint, Excel, Teams) Social & Emotional Skills - Demonstrated experience overseeing a large customer delivery team, managing resources, volumes, and SLA’s - Ability to work closely with other Customer Experience team members across multiple time zones - Promotes and supports an inclusive environment and embraces cultural flexibility - Strong, inspirational leadership in an ambiguous and transformative environment - Ability to lead through change and to drive utilization of new tools and technologies - Demonstrated experience overseeing a large customer delivery team, managing resources, volumes, and SLA’s WHAT SIRVA OFFERS - Competitive salary and incentive plans - Workplace flexibility for a balanced work/life approach - Comprehensive benefits packages and wellness program - Generous company-paid vacation days and holiday time - Challenging, collaborative, diverse corporate culture - Ongoing opportunities for learning and career development Sirva Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (Sirva, Team Relocations, Allied, & northAmerican) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visit www.sirva.com. Sirva brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At Sirva, you will be in excellent company! Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories. If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at and let us know the nature of your request and your contact information.