Director, Global Destination Services (DSP)

Role Overview

As a Director of Destination Services, you will contribute to SIRVA's success by strategically leading the overall global DSP operation and performance of a team delivering services to specified client accounts. This role owns and delivers all elements of Global Destination Services. This role sets a clear vision and performance environment for their teams to drive and deliver a superior customer service. This position must exemplify SIRVA's core values and leadership behaviours at all times will continually strive pro-actively developing relationships and delivering a professional service.

Responsibilities

• Holds a lead role in building and operationalizing the Destination services team in all areas of service to include (but not limited to) Home search, Settling in, Departure Services, Tenancy Management.
• Evaluates performance by gathering, analyzing and interpreting data and metrics that drive and measure the success of global DSP services and enabling future growth.
• Collaborate and support Supply chain/Account Management as a key stakeholder to leverage and enhance primary service offerings within global markets
• Scans an everchanging market to ensure competitive awareness and service offerings within DSP markets
• Leverages customer feedback for continuous process improvements; works closely with the Vice President, Account Management to gain additional insight on evolving customer needs for process optimization.
• Leads and develops end-to-end customer experience improvements in the areas of policies, processes, tools and principles for the Customer Experience Operations team.
• Assesses skills gaps with input from customer experience leadership teams and through use of performance reporting. Works with Learning & Development to establish/support training and skills assessment approach for career pathing.
• Through clear expectations, ensures all team members are consistently onboarded no matter the client they support
• Coaches, assesses and develops direct reports through an experience led mindset. Accountable for the successful completion of training of all direct reports and indirect reports required for the business transformation.
• Responsible for oversight of headcount management, regularly assessing requirement based on volume and scope.
• Coaches and develops DSP team to ensure delivery of high value-add services and solutions to our customers and to achieve key operational and experience metrics.
• Ensures operating model is effectively and consistently communicated, deployed, and reinforced across customer-facing teams. Regularly evaluates the efficiency of the business procedures according to organizational objectives and applies improvements as necessary.
• Ensures standardization across clients where possible, eliminating manual processes.

Education/Experience

• Bachelor's or Master's degree in business or related field is preferred.
• 5+ years of leadership experience in customer operations management

Cognitive Skills

• Strong operational acumen, with a focus on developing and executing on scalable customer success methodologies and processes that improve productivity and provide increased visibility into progress against key objectives.
• Must have strong business and financial acumen.
• Demonstrated ability to operate effectively in a range of business and cultural environments.
• Strong strategic vision for the customer experience, professional services, and client/customer support.
• Strong critical thinking and problem-solving skills that result in practical and effective solutions.
• Excellent organizational skills with the proven ability to prioritize and manage multiple projects in addition to day to day operational activities.
• Highly organized with strong attention to detail and a keen curiosity in operational reporting.

Technical Skills

• Strong digital fluency, intellectual curiosity and innovative problem-solving skills
• Strong analytical skills and demonstrated ability to use data to make decisions and influence stakeholders.
• Has a solid understanding of key performance metrics that predict customer experience.
• Ability to incorporate the latest technology into the Customer Experience lifecycle.

Social & Emotional Skills

• Ability to enable cross-functional collaboration to increase impact and productivity and ensure flow of information within and between teams.
• Demonstrated ability to influence and drive consensus cross-functionally, across different levels.

• Asia
• Australia
• Europe
• United States
• Virtual