Director, International Moving Services (US)

Role Overview

The Director, Sirva International Moving Services is accountable for the performance of all departments within the international moving division including: SMM Domestic AND all teams performing International Move Management & Freight Forwarding for Agent Corporate Accounts, for Allied and NorthAmerican corporate accounts, all consumer channel business and all partner booked business. A customer focus is imperative be it internal or external customers. The role has significant P&L responsibilities and must ensure targets and goals are met. Success in the role requires strong collaboration with other departments, relocation or moving, ensuring we have seamless cohesion between all teams and with our combined focus on our people and our customers: Relocation consultants, account managers, client implementation etc. This position is responsible for the strategic direction of the entire division and its multiple departments and must ensure that the team continues to develop and grow the business through executed initiatives.

*Preferably, this position is open to be filled either in our Fort Wayne, Indiana office or Oakbrook Terrace, Illinois office. Virtual candidates in other US locations may also be considered.

What You'll Be Doing

70% Department Oversight

• Supervise all departments to ensure productivity, customer quality, and team satisfaction. Supervision will include up to 10 managers and approximately 90 staff
• Ensure operational excellence driving continual improvement throughout the organization
• Set annual targets with regular and timely feedback to the team on performance
• Provide consistent communication to the team on Sirva initiatives
• Responsible for working with IT, Account Management & new clients on new client implementation, Client Policy Reviews and contribute to Contract Updates
• Closely manage team capacity to avoid detrimental service issues during peak volume season
• Serve as primary liaison and final point of escalations between the International Moving Division, NA Relo Operations, Claims, Revenue Accounting, Vendors and Agency Network for major service issues
• Strategic and Financial responsibility for significant contributions to overall EBITDA performance

20% Strategic Initiatives

• Develop and execute strategic initiatives to ensure the business continues to evolve in the changing mobility landscape
• Focus on customer experience and a reduction in customer effort
• Work closely with the NA Relo Ops Team, Account Management, and Sales to build a contemporary service delivery model
• Ensure strategic roadmap focuses on margin management, process engineering, and gaining efficiencies

10% Other

• Maintains reports and metrics for Senior Leadership and key stakeholders. Actively participates and leads regular calls/meetings with Internal stakeholders and agent committees as necessary
• Other duties and projects as assigned

What You Bring to Sirva

• High School diploma required
• Bachelor's degree preferred
• Master's degree a plus

• Minimum of 5 years of Sirva HHG or Relocation management experience required
• Minimum of 5 years Customer Service experience required
• Metric development and metric management experience preferred
• Analytics experience preferred - interpret data for process improvement
• Process mapping and improvement
• Excellent verbal and written communication skills required.
• Great interpersonal skills required- easily can work between departments and leaders within the organization
• Ability to make decisions and be accountable for their impact
• Ability to handle the demands of the internal and external customer simultaneously
• Ability to demonstrate significant leadership experience with measurable results

Sirva Worldwide, Inc. provides HR and mobility professionals with the resources, guidance, and support they need to achieve the best possible relocation for talent, and for the companies that move them. As a leading global relocation management and moving services company, we bring together personalized program solutions, expansive global reach, innovative technology, and an unmatched supply chain to transform businesses of any size and empower talent moving to their next opportunity. From corporate relocation and household goods to home sale and commercial moving and storage, our portfolio of brands (including Sirva, Allied, northAmerican, Global Van Lines, Alliance, Sirva Mortgage and SMARTBOX) provide everything needed to move talent and deliver experience.

At Sirva, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.

It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSIRVA@SIRVA.com and let us know the nature of your request and your contact information.