Director of Customer Experience and Operations
il y a 2 semaines
Sirva Bgrs Llc is seeking a highly skilled and experienced Customer Experience and Operations Director to join our team.
Job Summary
The Customer Experience and Operations Director will be responsible for leading the operational activities of our customer experience teams, ensuring that business objectives are met efficiently and effectively. This role will require strong leadership and management skills, as well as the ability to work collaboratively with cross-functional teams.
Key Responsibilities
- Develop and implement strategies to improve customer experience and operational efficiency.
- Lead and manage a team of CXO Managers, providing coaching and development opportunities to ensure their success.
- Collaborate with internal departments to ensure seamless delivery of services to clients.
- Identify opportunities for continuous development and implement initiatives to achieve this.
- Manage staffing levels to meet business objectives, with a focus on efficiencies and cost reduction.
- Ensure data integrity across all Sirva systems.
- Act as the go-to point for client escalations and provide support to operational meetings.
- Partner with internal departments to drive client satisfaction and ensure CXO teams are fully supported.
- Identify upsell opportunities and work with Account Management to explore these.
- Attend client meetings and RFPs to ensure best practice is adopted.
Requirements
- University education relevant to international business/mobility desirable.
- Minimum 5 years' relocation experience at a management level.
- Experience of living and working abroad, highly desirable.
- Thorough knowledge of the company, its products and processes, and diverse business functions.
- Proven ability to work at a global operational level.
- Experienced people manager with the ability to effectively manage remote teams.
- Possessing key skills to effectively lead organisational change in a fast-paced organisation.
- Able to remain resilient and positive under pressure.
- Strong interpersonal, problem solving and conflict-resolution skills.
- Data driven/Analytical skills to evaluate data and performance/operations metrics.
- Quality driven, with high expectations and the ability to set objectives and manage performance.
- Excellent organisational, time management and decision-making skills.
- Superior oral and written communication skills.
- Demonstrates skills to interact effectively with other departments within the organisation.
This is a full-time role and travel will be required as needed to meet business objectives.
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