Customer Experience Manager - San Francisco

The MOVE Advocate team is a highly skilled, empathetic team serving relocating employees via phone, video-call, email and live-chat. They develop strong relationships with employees over multiple weeks / months as they guide employees and their families through their relocation, providing advice and support, as well as arranging and coordinating a broad range of services (e.g. shipping, temporary accommodation, home search, etc.). They use MOVE Guides’ internally developed CRM system, alongside email ticketing and call handling systems. You will be based in our San Francisco office and will be responsible for the MOVE Advocate teams in America.

It is an exciting time to join MOVE Guides. As we rapidly scale the business over the coming months and years you will build on a strong foundation to lead development of a world-class service team. Reporting to the Director of Operations, you will lead management, growth and development of our team of MOVE Advocates. This will involve combining tactical short-term / day-to-day management to deliver a great service today with higher-level strategic thinking to design and deliver a world-class function in the future.

Your Responsibilities

Lead the team
  • Be an inspirational leader for the MOVE Advocate team, motivating and driving hunger to succeed
  • Lead development of top-class behaviours, norms and culture within the service team
  • Become an internal MOVE Guides leader, the ultimate authority for service team queries, service team management approaches and relocation expertise

Manage the team to deliver top class customer experience and satisfaction, plus efficiency

  • Design and implement performance management systems (key performance metrics, performance monitoring, training and feedback) to consistently meet a rigid, high quality bar, as well as constantly monitoring and driving efficiency improvements
  • Design and implement processes, resources and support systems to support quality and efficiency
  • Constantly seek out opportunities to innovate and improve the service
  • Obsessively identify bottlenecks and inefficiency
  • Dive into the detail as required to solve problems, address issues or delight key customers
  • Coordinate with other MOVE Guides functions (e.g. Product, finance) to deliver improvements in quality and efficiency
Grow the team
  • Design a scalable team structure
  • Recruit and on-board great personnel
  • Design and implement on-boarding and training systems to continuously improve the service
  • Lead personal development and career pathing for all MOVE Advocates
Support delivery of the overall MOVE Guides strategy
  • Ensure the service team can react rapidly to changing business need
  • Adjusting service team strategy in response to changing MOVE Guides strategy
  • Supporting other functions to deliver MOVE Guides’ strategy (e.g. participating in the sales process when required)

Previous Experience

  • Experience developing and managing complex service teams required
  • Experience designing and implementing processes for scale
  • Experience designing and implementing performance management (monitoring and feedback) systems
  • Experience designing and implementing on-boarding and on-going training programs
  • Experience working in start-ups, particularly tech start-ups, a positive
  • Experience in the relocation industry a positive
  • Experience living and working abroad would be a positive

 Your Profile

  • An experienced, tenacious manager with strong management skills 
  • Multiple years developing and managing service teams in changing environments
  • Strong problem solving skills
  • Highly organised and solution driven
  • Aligned with the MOVE Guides culture:
BE THE BRAND
• Exceed customer expectations
• Think global
EMBRACE THE JOURNEY
• Think big
• Accept change and challenge o
BE AN OWNER
• Own your career
• Make decisions in the interest of your company o
LOVE TO LEARN
• Commit to personal growth 
• Love feedback o 
SURPRISE YOURSELF
• Seize responsibility
• Solve big problems

 

Details

  • Compensation on experience
  • + share options
  • + attractive benefits & generous holiday allowance
  • Start date: ASAP

 

About MOVE Guides

MOVE Guides is a transformational technology company backed by top venture capital funds New Enterprise Associates and Notion Capital. We make it easy for multinational firms to manage and move global talent – from new hires transitioning from university to a new job, to project teams moving abroad for a few months, to employees moving permanently to a new location. Most importantly, we use technology to enable this process allowing our business to rapidly scale globally. Our award winning Talent Mobility Cloud combines employee relocation planning, company mobility management, and global vendors and finance to deliver dramatically improved employee experience and real cost savings to clients. Companies globally spend $150bn annually moving talent, and this is one of the few remaining areas of the enterprise without a leading cloud vendor. MOVE Guides is the market’s leading talent mobility solution, operating across nearly 200 locations on six continents. Our clients include SurveyMonkey, Lululemon, Adobe and top investment banks and consulting firms. We have teams in London (HQ), New York, San Francisco, and Hong Kong, and have grown more than 10x in the last year.

 

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