Sr. Operations Manager

NXTPoint Logistics•Jacksonville, FL

17h

About The Position

NXTPoint Logistics provides a complete range of end-to-end supply chain solutions spanning from distribution, warehousing and fulfillment to managed logistics, transportation and final mile delivery. It leverages broad 3PL capabilities, market-leading technology and deep vertical industry expertise to help both large and small clients reach greater levels of efficiency, service and profitability. With over 30 owned facilities, more than 3.5 million square feet of warehouse space and an extensive partner network, NXTPoint Logistics offers the broad capabilities and reach of a large 3PL company while maintaining its commitment to being the most flexible and responsive provider in the industry. Learn more at nxtpointlogistics.com. The Senior Operations Manager is responsible for operational and line management of a Team of Relocation Consultants and Associates (“Team”) and fulfilling a day-to-day supervisory role within the Team. The job holder serves as point of contact for the team relating to day-to-day transactional issues and escalation. In addition, responsibilities include all training and development for team members in the office.

Requirements

Demonstrated leadership skills required.
Excellent verbal and written communication skills for counselling employees at all levels.
Highly customer service oriented.
Ability to prioritise and re-prioritise as situations and needs change throughout the workday.
Ability to multitask and organise workflow to meet deadlines and prioritise work.
Requires ability to act independently and provide guidance/advice to consultants, transferees, providers, and clients and to lead global projects and interface with client’s global HR, payroll, providers, and others.
Computer proficient and capable and comfortable in learning customised software necessary for the specialised tasks related to relocation activity and expense tracking.
Demonstrated ability to work across cultures.
Ability to think strategically in problem solving situations.
Degree or equivalent work experience preferred.
Seven plus years of previous operations and account management experience is essential.
Five plus years of experience in managing teams preferred.
Solid experience working as a relocation consultant.

Responsibilities

Plans, organizes, and directs the day-to-day service team activities and leads team through exemplary service and compliance to Sterling Lexicon policies and procedures.
Manages the team to meet/exceed quality service, data integrity and production goals.
Recruits, interviews staff and conduct performance reviews for the team.
Assesses developmental needs of employees and assists in training and development of staff consistent with company-wide practices. May include creation of training documents.
Assists with managing relationships with all assigned accounts as a back up to Director/Account Manager, ensuring a high level of client satisfaction with relocation services.
Owns select accounts acting as relationship/account manager in addition to managing the service delivery team.
Manage account implementations, account strategies, and visitation plan; oversee policy review, client contracts, pricing negotiations, renewals, and renegotiations.
Leads client review process as scheduled.
Assists VP, Operations in overall direction and strategy of service delivery teams, including process improvement and business design.
Coordinate all training and ensures that team is kept up to date with new processes.
Responsible for participating in the management of account profitability with Account Manager; develops and manages the revenue/activity/headcount for the team.
Completes corporate and team projects as required.
Provides input to senior management on decisions related to the operations function of the company.
Participates in benchmarking analysis and helps in developing and implementing new policy provisions.
Research data that are essential and applicable to a specific relocation situation when the requirements are not yet available within the company or from service partner(s)
Produces standard and custom reporting to the client and participates in developing new reports per client specifications.
Demonstrates a willingness to improve job-related skills, responding to direction and constructive feedback in a positive and professional manner.
Shows flexibility and creativity in completing work assignments.
Attends and actively participates in all team related meetings and training as deemed appropriate.
Manages all operational reporting to ensure data integrity is in compliance with company requirements (this includes weekly reports for management fees, and referral fees).
Performs file audits as required to ensure client contract and company compliance.
Develops and maintains a positive and professional working relationship with all members of the team, customers, Clients, and service partners.
Accepts additional job assignments and participates in project work as requested.
Adheres to all company policies and procedures as outlined in the employee manual and Sterling Lexicon’s Policy and Procedures manual