O pozici
MANAGER, CUSTOMER EXPERIENCE AND OPERATIONS
Manager, Customer Experience & Operations Position Overview:
We are currently recruiting for a Manager, Customer Experience & Operations to contribute to Sirva's continued success by leading a high-performing Customer Experience Operations team. This role focuses on embedding best practices and leveraging data-driven decision-making to enhance service delivery and operational efficiency.
As a Manager, you will be responsible for leading and developing a team of Customer Experience Consultants, driving performance, and fostering a culture of continuous improvement. You will play a key role in optimizing processes, improving customer outcomes, and ensuring consistently high standards across all areas of delivery.
Co budeš dělat
- Manage a team of Customer Experience Consultants to provide an exceptional customer experience, leveraging data, tools and best practices
- Drive continuous improvement of processes and integration of tools and technology
- Coach, motivate and develop team members through regular performance discussions, feedback and structured development plans
- Support recruitment, onboarding, and training to build a high-performing and engaged team
- Plan and manage workflows and flexible schedules to ensure optimal workload distribution and service coverage
- Utilize reporting tools and operational dashboards to maintain a clear view of performance; analyze service and employee trends to identify and implement improvements.
- Promote effective use of systems and technology, coaching team members to maximize adoption and efficiency
- Monitor all client SLAs and customer experience metrics, use data insights to recommend and implement enhancements
- Ensure data integrity and support accurate, timely billing through effective use of systems and reporting
- Manage complex customer situations and escalations with professionalism, empathy and confidence
- Collaborate with internal stakeholders and external suppliers to deliver on client's SLAs, KPIs and overall customer experience strategy
- Proactively identify opportunities for change and innovation to improve business performance, people management and processes
- Contribute to sales initiatives and participate in client reviews as required
Koho hledáme
- Proven experience in global mobility or a similar customer-focused environment, with a strong emphasis on operational excellence
- Demonstrated ability to adapt to changing priorities and develop effective, practical solutions
- Results-driven mindset with a creative approach to problem-solving and idea generation, combined with excellent organisational and time management skills
- Experience with workforce management systems is preferred
- Strong capability in data analysis, including creating and interpreting reports and dashboards
- Proven track record of using metrics and performance data to drive continuous improvement initiatives
- Excellent communication skills, with the ability to engage openly and constructively with team members, including confidently managing challenging conversations to improve performance
- Strong leadership and coaching skills, with a demonstrated ability to motivate, develop, and inspire high-performing teams in a fast-paced, evolving environment
- Highly effective in conflict management, with the ability to resolve both customer and employee escalations professionally and empathetically
- Demonstrated change management capability, with the ability to lead and support teams through transformation
Benefity
- Being an international brand with a cross regional structure your career opportunities could be endless! You can make colleagues, connections, and friendships the world over with Sirva.
- Diversity and inclusion are part of our service and therefore are part of our DNA. At Sirva our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself to our identify.
- Sirva has invested in benefits to its employees across health & wellbeing and financial rewards. We are proud to support a flexible hybrid way of working supported by our Work from Home and Core Flex Hours policy - trust & communication Is key to this model and encourage all employees to discuss with their People leaders what works best for you.
