Manager, Relocation Services

Odyssey Relocation Management•Mission Viejo, CA

About The Position

Odyssey Relocation Management is seeking an accomplished, customer-focused Manager of Global Services to support our growing portfolio of corporate clients. This role is ideal for a dynamic professional with strong domestic and global mobility expertise, paired with proven client management experience. The Manager of Global Services will be responsible for delivering exceptional service across a defined book of business, building and strengthening client partnerships, and consistently exceeding expectations in areas such as service delivery, policy consulting, reporting, and overall relationship management. Success in this role requires a proactive approach to understanding client needs and driving impactful, tailored solutions. Working closely with Operations Leadership, as well as Global Operations and Client Services teams, this individual will lead the coordination and delivery of high-quality, customer-focused services through both internal and external resources. The role also involves advising on relocation policy strategy, designing customized program solutions, and influencing positive outcomes across clients’ global mobility programs. In addition, the Manager will partner directly with corporate clients on policy execution, relationship management, and conflict resolution—ensuring alignment with Odyssey’s Core Values at every touchpoint. This is an exciting opportunity for an entrepreneurial-minded professional to bring their expertise, leadership, and program management skills to a collaborative environment, while playing a key role in supporting Odyssey’s continued growth.

Requirements

Strategic thinker with sound judgment and strong decision-making capabilities.
Highly effective interpersonal and influencing skills, with the ability to build trust and drive alignment.
Detail-oriented and responsive, with the ability to manage multiple priorities in a fast-paced environment.
Collaborative team player, comfortable working across global teams and time zones.
Innovative and resourceful, with the ability to perform effectively under pressure.
Clear and concise communicator, both written and verbal.
Strong organizational skills with the flexibility to adapt and reprioritize as needed.
Demonstrated commitment to customer advocacy and delivering exceptional service.
Bachelor’s degree or equivalent professional experience preferred.
5–7 years of experience in a similar role within relocation, customer service, or operations.
Strong analytical and process-oriented mindset, with a high degree of accuracy.
Proven track record of delivering exceptional customer service.
Demonstrated experience in project and portfolio management.
Proficiency in Microsoft Office Suite.
Experience in account management and/or sales with a focus on client relationship growth.

Nice To Haves

Knowledge of international compensation practices is a plus.

Responsibilities

Clearly communicate client policies and procedures to Operations and Service Delivery teams, ensuring alignment and consistency.
Partner with Operations Leadership to uphold compliance with company standards, programs, and service expectations.
Develop and execute account-specific strategies to drive revenue growth, client satisfaction, and profitability.
Oversee the accuracy and timeliness of client billing processes, including purchase order (PO) requirements.
Support financial planning activities, including budgeting, cost estimates, accruals, and expense forecasting.
Build and maintain strong partnerships with internal teams and external suppliers to consistently meet and exceed client expectations.
Serve as a client advocate with suppliers, effectively communicating client needs, goals, and relocation philosophies.
Ensure a high standard of customer service by establishing best practices, resolving issues, and continuously improving processes.
Monitor and ensure the accuracy and timeliness of client expense processing.
Analyze and interpret performance data across service delivery, revenue, and billing; develop both internal and client-facing reports.
Lead and coordinate exception request management, ensuring timely communication and approvals with clients.
Serve as a strategic partner for a portfolio of small and emerging market clients, driving engagement, performance, and long-term success in collaboration with Operations Leadership.
Cultivate and strengthen client relationships through ongoing communication, proactively identifying needs and delivering thoughtful solutions.
Evaluate and recommend enhancements to client relocation policies, including customized program design where appropriate.
Identify and act on opportunities to expand services, contributing to revenue growth and deeper client partnerships.
Support the development of client proposals, presentations, and strategic initiatives.
Assist in negotiating and managing client contracts to ensure alignment and mutual success.
Lead and participate in client meetings to reinforce collaboration and partnership.
Maintain accurate records and reporting to support data-driven decision-making.
Manage special projects, including client trainings, industry events, and conferences.
Represent and promote Odyssey’s services to strengthen partnerships and drive business growth.
Identify business needs and implement strategies to achieve performance goals and forecasts.
Manage a transferee caseload, delivering high-quality, end-to-end relocation services.
Train and develop team members on relocation processes, systems, and Odyssey Workplace standards.
Oversee data integrity, file audits, and communication quality across client and transferee interactions.
Partner with Operations Leadership to coach and mentor Relocation Consultants (Global and Domestic), supporting performance against established metrics.
Provide guidance on issue resolution and support escalation management as needed.
Contribute to the development and delivery of training programs in collaboration with the Odyssey Management Team.
Assist in coordinating team coverage to ensure seamless service delivery during absences.