Manager, Customer Experience and Operations

Who is BGRS?

At BGRS, we move the people that move the world, enabling opportunities by connecting people and places.

We relocate people across the globe, supporting and guiding their journey by administering benefits on behalf of our clients. Synchronized with our clients for success, we transform mobility programs into a means of recruitment, development, and retention of talent. Our client partners include some of the largest global organizations, as well as mid-tier growth companies and government agencies. As a leading company in global talent mobility, we are committed to fostering an engaging, flexible, and inclusive environment that encourages growth and collaboration. We look forward to welcoming you to our team where you can experience what partnership and talent mobility can achieve.

Role Overview

As a Manager, Customer Experience and Operations, you will contribute to BGRS's success by employing best practices and data driven decision making to lead a Customer Experience Operations team. This role is an exceptional people leader successfully managing a team of Customer Experience Leads and Consultants and is responsible for the development of the team and continuous improvement of process and performance.

**In response to the COVID-19 pandemic all interviews are being conducted virtually.

If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.

What You'll Be Doing

*
Manage a team of Consultants and Team Leaders to provide an exceptional customer experience through the utilization of data management tools and best practices

*
Participates in continuous improvement of processes and integration of tools and technology

*
Coaches, motivates and develops team members. Accountable for the successful completion of required business transformation and other relevant training for all direct and indirect reports

*
Proactively leads performance discussions, performance management and team development

*
Responsible for hiring, managing workflows and flexible schedules for team members to ensure adequate workload coverage to optimize customer satisfaction

*
Uses all the tools and available reports to have a continual pulse on the operations. Analyzes service and employee trends and effectively uses data to create and deliver solutions

*
Coaches team members to fully utilize appropriate technology (such as ReloAccess, ZenDesk, Relo Planner)

*
Oversees all client SLAs and the experience monitoring for all customers. Analyzes and applies information from dashboards and metrics to offer improvement opportunities

*
Understands the different customer personas and journey maps and ensures that the team members are able to pivot their responsiveness as the needs of the customers change during the relocation journey

*
Handles customer situations and escalations with empathy and confidence

*
Partners with Manager, Client Strategic Partner and Manager, Home Sale Services as well as external supplier partners to cohesively execute on client SLAs, KEMs and overall client and customer experience strategy

*
Proactively collaborates with Managers, Client Strategic Partner informing of potential issues and recommended solutions.

*

*
Supports Director, Customer Experience and Operations in all aspects of client and team operational matters including the set-up of new client policy, procedures and client specific training of the experience teams.

*
Works with IT Digital Teams to evaluate technologies in the customer experience space, while working collaboratively to implement evolving solutions that will increase satisfaction, turnaround times, task visibility and productivity.

What You Bring to BGRS

Education/Experience

*
University degree or 3-5 years equivalent customer experience leadership work required.

*
Experience in global mobility or similar customer service roles with a focus on operational excellence.

Cognitive Skills

*
Proven ability to adapt to evolving needs and develop solutions.

*
Results driven with a creative approach to idea generation and problem solving.

*
Maintains exceptional organizational and time management skills.

Technical Skills

*
Experience using Kronos or comparable workforce management programs preferred.

*
Experience with generating reports and dashboards and analysis of performance data.

*
Demonstrated success utilizing dashboards and metrics to drive process improvements.

*

Social & Emotional Skills

*
Experience working in a collaborative, cross-functional departments.

*
Demonstrated ability to have open conversations with team members to support the improvement of their skills and performance

*
Able to clearly and concisely express ideas and concepts verbally and in writing.

*
Excellent coach and team leadership skills with the proven ability to motivate and develop a team of customer experience professionals in a fast paced, transformative environment.

*
Excellent conflict management skills for the