Manager, Service Delivery

Role Overview

Asa Manager, Customer Experience and Operations, you will contribute to Sirva's success by employing best practices and data driven decision making to lead a Customer Experience Operations team. This role is an exceptional people leader successfully managing a team of Customer Experience Consultants and is responsible for the development of the team and continuous improvement of processes and performance.

What You'll Be Doing

. Manages a team of Customer Experience Consultants to provide an exceptional customer experience through the utilization of data management tools and best practices.

. Participates in continuous improvement of processes and integration of tools and technology.

. Coaches, motivates and develops team members. Accountable for the successful completion of training of all direct reports and indirect reports required for the business transformation.

. Proactively leads performance discussions, performance management and team development.

. Participates in hiring, onboarding and training.

. Manages workflows and flexible schedules for team members to ensure adequate workload coverage to optimize customer satisfaction.

. Uses all the tools and available reports to have a continual pulse on the operations. Analyzes service and employee trends and effectively uses data to create and deliver solutions.

. Coaches team members who are not using the technology to the fullest extent.

. Monitors all Client SLAs and the experience monitoring for all customers. Analyzes and applies information from dashboards and metrics to offer improvement opportunities

. Uses technology and reporting to ensure data integrity and proper and timely billing of fees

. Handles difficult customer situations and escalations with empathy and confidence

. Partners with internal stakeholders as well as external suppliers to cohesively execute on Client SLAs, KPIs and overall client and customer experience strategy.

. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and process.

. As required participates in sales efforts and client business reviews.

. Partners with business leaders to support and implement progressive service delivery models, utilizing consultant‑levelling initiatives to enhance delivery effectiveness.

. Supports business leaders in delivering consistent customer experience operations across multiple SIRVA service lines.

What You Bring to Sirva

Education/Experience

. University degree or equivalent experience required

. Experience in global mobility or similar customer service roleswith a focus on operational excellence

. CRP or GMS certification preferred

Cognitive Skills

. Proven ability to adapt to evolving needs and develop solutions

. Results driven with a creative approach to idea generation and problem solving. Maintains exceptional organizational and time management skills.

Technical Skills

. Experience using workforce management programs preferred

. Experience with generating reports and dashboards and analysis of performance data.

. Demonstrated success utilizing dashboards and metrics to drive process improvements

. Intermediate knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook).

Social & Emotional Skills

. Experience working in a collaborative, cross-functional departments

. Clear, open and regular communication with team members. Demonstrated ability to have tough conversations with team members in an effort to improve skill and performance

. Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing

. Excellent coach and team leadership skills with the proven ability to motivate and develop a team of customer experience professionals a team in a fast paced, transformative environment.

. Excellent conflict management skills for the purpose of resolving escalated employee and customer issues.

. Demonstrated change manage mentability.

WhatSirva 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