Manager, Customer Experience And Operations

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.

Key Responsibilities:

• 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.

Qualifications and Preferred Skills:

• 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.

Why work for Sirva?

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 identity. 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.