Relocation Operations Training Specialist (Virtual, USA)

Role Overview

The Relocation Operations Training Specialist is accountable for the onboarding, training, and contributing to improved efficiency of our Sirva client support teams. This role is critical to ensure a seamless and well documented customer experience, support strong data integrity, and reduce the time it takes for a consultant to become fully functional in their new role. Responsible for creating, scheduling and leading training for the CXO and functional teams. Host additional training to assist with Client training as it relates to new operational rollouts and initiatives.

What You'll Be Doing

30% Training

• Organize, schedule, and lead new hire Consultant training for both Global and US Domestic consultants along with available L&D resources.
• Ensure optimization and consistency in the Sirva and Client onboarding training programs.
• Organize, schedule and lead training for CXO as well as cross-functional teams and Client stakeholders as needed pertaining to process updates and new initiatives and rollouts.

40% Learning and Development & Client Collateral

• Review and create resources, guides and presentations for training CXO as well as functional and Client stakeholder teams.
• Ensure that all internal and external client specific resources and collateral meet client approved language, visual formatting and branding requirements.

20% Change Management

• Partner closely with Account Management and other cross functional partners to understand, develop and implement client change requests.
• From inception to end training, the candidate would help to drive the process forward and be a change management champion to ensure that all details are accounted for and captured.

10% Process Improvement

• Partner with CXO leadership to review Consultant performance across teams and address themes of missed opportunities or service delivery failures with process or training improvements.
• Assist in hyper care calls for new process and initiative rollouts to find process improvements and facilitate questions/answers.

What You Bring to Sirva

• Minimum 5 years' experience in Relocation Operations required
• Both US Domestic and Global Operations experienced preferred
• Ability to identify potential problems and develop effective solutions without immediate direction or supervision
• Ability to manage deadlines, multi-task and operate in a fast-paced environment
• Working knowledge of Operating Systems (Service Engine) and Suite of Microsoft Windows tools
• Excellent communication skills and ability to work cohesively with Operations Management, Consultants, Learning & Development, and the SIRVA Leadership Team
• Must be able to motivate and hold large groups of individuals accountable
• Strong analytical and reporting skills
• High school diploma required
• Bachelor's Degree preferred

Strategic Thinking Skills

• Strong operational acumen, with a focus on developing and executing on scalable customer success methodologies and processes that improve productivity and provide increased visibility into progress against key objectives.
• Must have strong business and financial acumen.
• Demonstrated ability to operate effectively in a range of business and cultural environments.
• Strong strategic vision for the customer experience, professional services, and client/customer support.
• Strong critical thinking and problem-solving skills that result in practical and effective solutions.
• Excellent organizational skills with the proven ability to prioritize and manage multiple projects in addition to day to day operational activities.
• Highly organized with strong attention to detail and a keen curiosity in operational reporting.

Technical Skills

• Experience building and scaling operational staffing models is required. Proven ability to build and manage a P&L and headcount forecasting.
• Strong digital fluency, intellectual curiosity and innovative problem-solving skills
• Strong analytical skills and demonstrated ability to use data to make decisions and influence stakeholders.
• Has a solid understanding of key performance metrics that predict customer experience.
• Ability to incorporate the latest technology into the Customer Experience lifecycle.

Social & Emotional Skills

• Ability to enable cross-functional collaboration to increase impact and productivity and ensure flow of information within and between teams.
• Demonstrated ability to influence and drive consensus cross-functionally, across different levels.

What Sirva Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

#LI-Remote

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.