Senior Manager Operations Short Term Housing

Corpay • St. Charles, IL

7d • $135,000 - $155,000 • Onsite

About The Position

Corpay is hiring a Senior Manager, Short-Term Housing Operations for its ALE division and Lodging line of business. Located in St. Charles, Illinois, the role leads teams that locate, coordinate, and manage temporary housing placements for insurance policyholders. The Senior Manager is accountable for operational performance, customer experience, placement speed, service quality, productivity, and employee development. The role uses operational excellence methodologies to lead managers and supervisors, improve processes and technology, and work with internal teams and external suppliers to achieve organizational goals.

The position reports to the VP of Operations and regularly collaborates with the wider Operations and Customer Support teams and senior leaders across ALE Lodging. Corpay provides an assigned workspace at its designated St. Charles office, company-issued equipment, and formal, hands-on training.

Requirements

• Bachelor’s degree or equivalent education and relevant experience.
• At least 8 years of experience in customer service, operations, housing, insurance services, hospitality, relocation, property management, or a related field.
• At least 5 years of experience managing operational teams, including at least 3 years managing managers or supervisors.
• At least 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 ability to learn multiple workflow, telephony, reporting, and web-based systems.
• Demonstrated initiative, responsibility, adaptability, and ownership.

Nice To Haves

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

Responsibilities

• Lead managers, supervisors, and housing professionals responsible for needs assessment, property sourcing, placement coordination, and housing extensions.
• Set departmental goals, priorities, performance expectations, and employee-development plans.
• Oversee daily operations, staffing, capacity, workflows, and resources to meet policyholder needs and customer commitments.
• Establish 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.
• Use Operational Excellence methodologies to identify and implement opportunities to improve efficiency and quality.
• Lead process improvements and change initiatives through 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 costs.
• Support 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 for quality, responsiveness, efficiency, compliance, and customer experience.
• Oversee employee onboarding, training, coaching, performance management, leadership development, and succession planning.
• Support catastrophe response and periods of increased demand by adjusting staffing, priorities, and resources as needed.
• Escalate 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, and vision benefits available the first month after hire.
• Automatic enrollment in the 401(k) plan, subject to eligibility requirements.
• Virtual fitness classes offered company-wide.
• PTO offerings including major holidays, vacation, sick, personal, and volunteer time.
• Employee discounts with major providers, including wireless, gym, and car rental providers.
• Philanthropic support with local and national organizations.
• Company-wide contests and prizes.

What This Job Offers

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