Director, Service Operations

Department: Service Operations

Location: Buffalo Grove, Illinois

Work Model: Hybrid

Reports To: Executive Leadership

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Position Summary

The Director, Service Operations is responsible for leading NRI Relocation's service delivery organization, including the relocation coordinator team, supplier network, training, and day to day operational execution. This position is a key member of NRI's leadership team and plays an important role in shaping how the company delivers relocation services.

The Director is expected to combine strong people leadership with deep relocation industry and operational experience, sound judgment, and the ability to develop practical solutions to complex service and operational challenges. The role has meaningful authority over staffing, employee development, service delivery, supplier performance, training, and operational decision making, while partnering closely with Executive Leadership, Client Success, Technology, Financial Services, and other internal teams to continuously strengthen NRI's operating model.

Leadership Expectations

The Director, Service Operations is expected to operate as both a people leader and an experienced relocation professional. The successful candidate will be comfortable making decisions, solving complex problems, coaching employees, managing difficult situations, and challenging processes that are not producing the desired result.

Just as importantly, this individual should bring a flexible and thoughtful leadership style. We are looking for someone who will take the time to listen, learn the organization, understand existing strengths, and build credibility with the team before determining where change may be needed. The right leader will know when to preserve what is working, when to adapt, and when to introduce new ideas.

This individual should understand how relocation programs operate at a practical level and be able to develop solutions that account for client expectations, employee experience, supplier realities, internal resources, and business considerations. The Director should also be comfortable working closely with Executive Leadership and contributing ideas that influence how NRI operates moving forward.

Team Leadership and Management

• Lead, coach, develop, and manage the relocation service team

• Establish clear expectations for performance, service quality, accountability, communication, and teamwork

• Conduct performance reviews, provide ongoing feedback, and support employee development and career growth

• Manage staffing decisions, including hiring, disciplinary actions, performance improvement, workload adjustments, and recommendations related to compensation and employment status

• Review and approve PTO and manage staffing coverage to maintain consistent service delivery

• Foster a collaborative, accountable, and employee focused team environment

Service Delivery

• Oversee day to day relocation service delivery across the coordinator team

• Serve as a senior operational resource for complex relocation situations, policy questions, exceptions, and escalations

• Ensure relocating employees receive responsive, knowledgeable, and consistent support throughout the relocation process

• Help resolve service issues that require senior level judgment or cross functional coordination

• Balance employee experience, client policy requirements, operational realities, supplier capabilities, and cost considerations when developing solutions

• Support Client Success with operational matters and participate in client discussions when file level or service-related expertise is required

• Act as an escalation resource rather than the primary owner of client relationships

Supplier Management

• Oversee NRI's supplier network and service delivery relationships

• Participate in supplier selection, evaluation, pricing discussions, negotiations, and ongoing performance management

• Address supplier performance issues and service escalations

• Identify alternative supplier solutions when needed to support client and employee requirements

• Maintain strong relationships with key service providers while ensuring supplier decisions remain aligned with client needs and NRI service standards

• Work with internal leadership to evaluate new suppliers, services, and delivery models

Training and Employee Development

• Lead the development and delivery of training for the service operations team

• Oversee onboarding and training for new employees

• Provide ongoing education related to relocation policies, benefits, suppliers, service standards, software, and industry practices

• Identify knowledge gaps and create practical training solutions

• Support professional development across the coordinator team and help build future leadership capability within the organization

Process and Operational Improvement

• Identify opportunities to improve service workflows, internal processes, communication, and operational efficiency

• Develop practical solutions to recurring operational challenges

• Partner with Technology and other internal teams on enhancements to operational software and related tools

• Support software adoption and workflow improvement without serving as the primary owner of technology development

• Help document and refine operating procedures and service practices

• Bring forward recommendations to Executive Leadership regarding service delivery, staffing, suppliers, training, and broader operational strategy

Qualifications

• Minimum of 5 years of experience with a relocation management company, managing a large in-house corporate relocation or global mobility program, or in a relocation sales or business development role with demonstrated operational leadership experience

• Significant experience managing relocation service delivery, operational solutions, or complex employee relocation situations

• Demonstrated people management and leadership experience

• Flexible leadership style with the ability to listen, learn, adapt, and build trust before implementing change

• Strong working knowledge of domestic relocation policies, benefits, suppliers, and service delivery models

• Experience managing supplier relationships, negotiations, service issues, and performance

• Strong judgment and decision-making skills

• Ability to develop practical solutions to complex operational and relocation related challenges

• Strong coaching, communication, and interpersonal skills

• Ability to manage sensitive employee, client, and supplier situations professionally

• Strong organizational skills and the ability to manage multiple priorities

• Collaborative leadership style with the ability to work effectively across departments and with senior leadership

• Strong understanding of the role software and process improvement play in modern relocation service delivery

Preferred Qualifications

• Prior experience managing a relocation coordinator, service delivery, corporate mobility, or other operations team

• Relocation sales or business development experience combined with meaningful operational or service delivery responsibility

• CRP, GMS, or other relevant mobility industry designation

• Bachelor's degree or equivalent combination of education and relevant professional experience

Work Environment

This position is based in Illinois and operates under NRI Relocation's hybrid work model. Some client, supplier, or industry travel may be required periodically. Benefits include medical, dental, life, 401k, and relocation assistance will be offered for certain candidates.

About NRI Relocation, Inc.

NRI Relocation is an independent relocation management company providing domestic and global relocation services to organizations throughout the United States and internationally. Since 1985, NRI has focused on delivering high touch relocation support through experienced people, independent supplier selection, responsive service, and practical client solutions.

For experienced relocation professionals looking to have greater visibility and influence, NRI offers the opportunity to work closely with executive leadership and help shape how the organization operates and evolves.

General Disclaimer

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. Responsibilities and duties may be modified as business needs evolve. xhyhwjd

NRI Relocation is an equal opportunity employer.