Director of Operations (Global)

The Director of Operations is pivotal to CapRelo’s mission of delivering high-quality client solutions globally. This dynamic role involves overseeing operations for cross-border relocations and assignments, requiring excellence in team creation, customer service delivery, systems integration across multi-jurisdictional centers, and commercial transaction oversight. The Director must assimilate local practices into global solutions and ensure compliance with client mobility policies.

Qualifications:

• Educational Background: Bachelor's degree (or equivalent experience preferred).
• Experience: Minimum of 8 years in relocation/global mobility, with 3 years people management across global locations and multiple cultures and 4 years in customer service management.
• Certifications: GMS (or equivalent) Certified preferred.
• Skills: Exemplary organizational, communication, and interpersonal skills.
• Proficient with technology, data management, program reporting, workflow automation and staff management/development.
• Project Management: Experience in project management and process improvement.

Duties and Responsibilities:

Global Mobility Management Services:

• Directly manage global mobility service delivery processes and procedures.
• Adhere to all contract requirements and internal operating guidelines.
• Oversee internal reporting responsibilities and data integrity for client reporting.
• Lead and/or collaborate with cross-functional process improvement teams.
• Ensure performance standards align with SOPs, Client Specific requirements and Company Standards.
• Assist the sales team with prospective client presentations.
• Identify, document, or enhance workflow and interface opportunities related to relocation management services for clients and assignees.
• Update and improve workflows based on client requirements.
• Manage the service delivery component of clients’ policy. Oversee client-specific program feature requests.

Staff Development/Leadership/Management:

• Manage service delivery teams supporting local and international global mobility/relocation programs.
• Conduct employee performance appraisals.
• Set ambitious and stretching goals to support team growth and development.
• Work on Individual Development Plans with key talent, providing growth and opportunity and secure succession planning for the department.

Problem Resolution:

• Handle transactional and program service issues.
• Act as point of escalation for global mobility service delivery teams.
• Workload management of global mobility service delivery teams.

Quality Assurance:

• Review customer service evaluations and operating procedures to ensure consistent quality service delivery.
• Review file documentation, client reports and invoices to ensure all key info is updated and accurate within the operating system.

Other:

• Perform other duties and special projects, as assigned.
• Flexibility in working hours to accommodate clients and service delivery in other geographies is required.
• Some International Travel may be required as a component of this role.

Seniority level

Director

Employment type

Full-time

Job function

Customer Service and Supply Chain

Industries

Human Resources Services and Transportation, Logistics, Supply Chain and Storage