Senior Manager Operations Short Term Housing

Corpay • St. Charles, IL

1d • $135,000 - $155,000 • Onsite

About The Position

Corpay is currently looking to hire a Senior Manager, Short-term Housing Operations to join our ALE division. This position falls under our Lodging line of business and is located in St Charles, IL. You will lead teams responsible for locating, coordinating, and managing temporary housing placements for insurance policyholders. You will be accountable for operational performance, customer experience, placement speed, service quality, productivity, and employee development. The Senior Manager utilizes operations excellence methodologies to lead managers and supervisors, improve processes and technology, and collaborate with internal teams and external suppliers to achieve organizational goals.You will report directly to the VP of Operations and regularly collaborate with the wider Operations and Customer Support teams, and senior leaders across ALE Lodging.

Requirements

• Bachelor’s degree or equivalent education and relevant experience.
• 8+ years of experience in customer service, operations, housing, insurance services, hospitality, relocation, property management, or a related field.
• 5+ years of experience managing operational teams, including at least 3+ years managing managers or supervisors.
• 5+ years leading centralized, high-volume, contact-center, or similarly complex operations.
• Demonstrated success managing service levels, productivity, quality, customer experience, and operational performance.
• Strong leadership, coaching, performance-management, communication, and employee-development skills.
• Ability to analyze data, identify root causes, make sound decisions, and implement effective solutions.
• Ability to lead in a fast-paced environment with changing priorities, fluctuating demand, and complex customer needs.
• Strong organizational, problem-solving, critical-thinking, and conflict-resolution skills.
• Proficiency with Microsoft Office and the ability to learn multiple workflow, telephony, reporting, and web-based systems.
• Demonstrates a high degree of initiative, responsibility, adaptability and ownership.

Nice To Haves

• Experience in temporary housing, insurance claims, relocation, property management, hospitality, or supplier-network operations preferred.
• Experience with workforce planning, forecasting, budgeting, vendor management, or expense control preferred.
• Experience leading process improvements, organizational change, technology implementations, or catastrophe-response operations preferred.
• Familiarity with Lean, Six Sigma, or other continuous-improvement methodologies preferred.
• Bilingual Spanish preferred.

Responsibilities

• Leading managers, supervisors, and housing professionals responsible for needs assessment, property sourcing, placement coordination, and housing extensions.
• Establishing departmental goals, priorities, performance expectations, and employee-development plans.
• Oversee daily operations, staffing, capacity, workflows, and resources to meet policyholder needs and customer commitments.
• Establishing and monitor performance metrics, including placement cycle time, productivity, inventory management, telephony, quality, efficiency, service levels, and customer satisfaction.
• Analyze operational data, customer feedback, and performance trends to identify risks, service gaps, and improvement opportunities.
• Utilize Operational Excellence methodologies to identify and implement key opportunities for improvements in efficiency and quality.
• Leading process improvements and change initiatives using effective communication, testing, training, implementation, and performance measurement. Identify root causes of recurring service or quality issues and implement sustainable solutions.
• Resolve complex housing issues and escalated complaints while balancing policyholder needs, customer expectations, supplier capabilities, service standards, and cost considerations.
• Supporting Voice of the Customer, Net Promoter Score, call-quality, case-management, and continuous-improvement programs.
• Collaborate with Account Management, Customer Service, Training, Technology, Procurement, and other internal partners to improve workflows, systems, and service delivery.
• Manage relationships with housing suppliers and other external partners, including expectations related to quality, responsiveness, efficiency, compliance, and customer experience.
• Oversee employee onboarding, training, coaching, performance management, leadership development, and succession planning.
• Supporting catastrophe response and periods of increased demand by adjusting staffing, priorities, and resources as needed.
• Escalating significant customer, operational, or compliance concerns to executive leadership.
• Ensure compliance with company policies, customer requirements, and applicable human resources, legal, privacy, safety, and training standards.
• Perform other duties as assigned in support of the department and ALE Solutions.

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes
• Pay Transparency

What This Job Offers

• Job Type: Full-time
• Career Level: Senior