Overview
Role Overview: As a CXO Consultant 3, you will contribute to Sirva's success by serving as the primary point of coordination to Sirva's customers in their mobility journey. This role is service focused, with the ability to support, monitor and consult with customers across a large client base. The role will seek opportunities to enhance the customer experience by proactively contacting customers at critical milestones and by offering additional program services where appropriate. This role must be filled within the United States.
What You'll Be Doing
Responsibilities fall into three priority levels and support a seamless, proactive customer experience across mobility programs.
Priority 1 — Direct Customer Interaction
• Places proactive calls with customers to welcome them, advise on the authorized services and policies, and connect at meaningful moments throughout the move.
• Engages customers with new technology enhancements and features, sharing updates and promoting usage of tools and self-service support.
• Acts as a trusted advisor in mobility programs across a client base, learning about available services and translating those services to meet individual customer needs.
• Understands customer needs and concerns by asking questions, listening, showing empathy, and using expertise to provide guidance throughout the mobility journey.
• Regularly uses digital tools to access client policy information to ensure timely and accurate information is conveyed.
• Advises on services delivered by supplier partners and troubleshoots across service lines. Services can include homesale, home purchase, home rental, property management, expense management, household goods, immigration, temporary living, education, language training, payroll and compensation, destination services, and related services for all mobility program types.
• Demonstrates advanced skills in managing complex relocations (e.g., core/flex programs, payroll and compensation, fixed fee and cost-plus homesale programs, VIP files).
• Utilizes an omnichannel technology solution (phone, email, chat) to support customer interactions.
• Partners internally with other customer support teams to ensure all customer needs are promptly met and coordinates as a single support team for the customer.
• Collaborates externally with supplier partners as appropriate to coordinate authorized services for the customer, recognizing suppliers as an extension of the customer experience.
• Maintains strong data integrity, ensuring system accuracy through regular updates and notes so data can drive and inform other processes and improve the customer experience.
• Ensures Key Experience Metrics and customer/client SLAs (e.g., customer satisfaction, responsiveness, cost savings) are met or exceeded.
• Supports customer and client needs with a focus on quality, accuracy and timeliness to achieve zero financial write-offs.
Priority 2 — Client Support/Calls
• Communicates with the client's HR contacts on relocation/assignment issues impacting the employee and family.
• Provides assistance with exception management, including recommendations on specific exceptions to policy.
• Provides status updates, keeps the client informed of issues, offers solutions, and completes client projects and reports as requested.
Priority 3 — Training, Team Meetings, Other internal Sirva tasks
• Regularly attends mandatory, essential and recommended training to support on-the-job knowledge, career growth, and understanding of the organizational vision, culture and experience.
• Completes other tasks/responsibilities as required to provide effective support to Manager, Client and Customers.
What You Bring to Sirva (Qualifications, Skills, Education or Certification Requirements, etc.)
Education/Experience
• High school diploma or equivalent.
• University/college degree preferred.
• 1 year work experience in global mobility.
• 2 years in a customer experience, business operations role preferred.
• International experience a plus, but not necessary.
• Must be fluent in English, but other languages are highly desired.
Cognitive Skills
• Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
• Experience exercising judgement in owning complex processes through to completion and resolution.
• Able to think creatively and navigate ambiguity to solve problems quickly and efficiently.
• Strong accountability for success of customer experience.
• Curiosity and hunger to learn and grow alongside a transforming organization.
Technology Skills
• Digitally focused with demonstrated comfort utilizing multiple technology platforms as part of day-to-day role.
• Embraces new technology and can easily incorporate into ways of working.
• Ability to navigate multiple technology platforms simultaneously.
Social & Emotional Skills
• Strong customer service and trusted advisor mindset in proactive and reactive scenarios.
• Able to build trust across various customer types.
• Able to operate in a team environment with shared goals and responsibilities.
• Displays a confident, calm demeanor in difficult or emotional situations.
• Strong collaborator and team player.
• Excellent written, verbal communication and interpersonal skills.
• Fosters belonging, values diversity, and promotes authentic, innovative action.
Compensation and Benefits
At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable state and federal laws, we provide the following salary information for this position:
• Position Title: Customer Experience & Operations Consultant 3
• Salary Range: $60,000-$70,000 USD
• Benefits: Comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Employer HSA Match, Life & Disability Insurance, Paid Time Off, Volunteer Time Off, ID Theft Protection Plan and more. Benefits are based on employment status and may not be available for temporary or part-time employees
Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations.
For positions available outside the United States, salaries will take into account local currency and market conditions, which may differ from the USD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.
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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 provides everything needed to move talent and deliver experience.
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 in government postings. If you need a reasonable accommodation because of a disability during the employment process, please send an email to Human Resources and let us know the nature of your request and your contact information.
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