Director, Service Delivery

Company Introduction

At TRC Global Mobility, we specialize in helping companies move their most valuable asset their people—with care, expertise, and purpose. As a 100% employee-owned Relocation Management Company (RMC), our team is personally invested in delivering exceptional service and long-term value to our clients and their relocating employees. With a legacy of innovation and a culture grounded in ownership, integrity, and collaboration, we empower businesses—and the people who power them—to succeed globally. Joining TRC means becoming part of a supportive, high-performing team that values continuous improvement, shared success, and doing what’s right—for our clients, our colleagues, and our company.

Position Summary

We’re seeking a purpose-driven leader to oversee our Service Delivery team and ensure exceptional relocation experiences aligned with our employee-owned culture. This leadership role is responsible for driving performance, consistency, and client satisfaction across a hybrid team. The ideal candidate brings a hands-on leadership style, excels in a fast-paced environment, and supports team success by removing obstacles and fostering a culture of accountability and collaboration. This is a high-impact role that works cross-functionally to align service delivery with TRC’s strategic goals, ensuring excellence for our clients and continued growth for our employee-owned organization.

Essential Job Functions 

· Lead, mentor, and inspire a geographically distributed team of Relocation Counselors, promoting a culture of accountability, 

  collaboration, and continuous improvement.

· Maintain active operational involvement - removing roadblocks, supporting problem-solving, and building trust across teams.

· Demonstrate a hands-on leadership style by staying closely involved in day-to-day operations and actively supporting the team      

  when needed.

· Engage in cross-departmental collaboration, escalating when appropriate, to ensure effective resolution of challenges.

· Set and hold team accountable to expectations of transferee and client satisfaction, operational efficiency, data integrity, and 

  revenue capture. 

· Monitor and report on KPIs; use data analytics to make informed decisions, identify trends, evaluate performance, and shape 

  strategic initiatives.

· Ensure all client policies, business practices, and SLAs are adhered to, and exceptions are appropriately approved.

· Plan departmental resources to support scalable, efficient operations; monitor caseloads to ensure optimal staffing levels.

· Ensure compliance relocation services best practices and with all applicable laws, regulations, and internal policies; proactively 

  mitigate operational risks.

· Partner with executive and cross-functional leadership to align priorities and maximize organizational effectiveness.

· Work closely with the Training and Process Improvement Department as warranted to achieve efficiency and effectiveness for 

  department/unit.

Essential Management Job Functions

· Foster a collaborative team environment and lead by example through communication, work ethic, innovation, and 

  professionalism.

· Recruit and develop employees to ensure appropriate bench strength to meet future needs of the company.

· Perform employee management functions in accordance with policies and practices.

· Provide feedback to employees on a regular, ongoing basis.

· Continually develop and promote a sense of cross departmental collaboration within in TRC.

Essential Leadership Job Functions

· Act as a business partner by collaborating with leaders cross departmentally to achieve desired business outcomes, serving as a 

  member of the leadership team.

· Provide appropriate escalation of issues and reporting as required to the Executive and Leadership teams. 

· Demonstrate a "lead by example" mindset through respectful and effective communication, work ethic, quality of work, innovative 

  thinking, and collaborative work.

Other duties as assigned.

Minimum Requirements

• Bachelor’s degree or at least 7 years of relevant professional work experience
• 5+ Years of supervisory experience
• 5+ Years of relocation or related experience

  Educational, Experience, and Licensing Preferred Requirements

· CRP, GMS, or Real Estate licensed preferred

  Other Qualifications

· Excellent verbal and written communication skills, with the ability to craft clear, appropriate correspondence for internal and 

  external audiences.

· Highly organized and self-directed, able to prioritize multiple projects and commitments in a fast-paced environment with minimal 

  supervision.

· Strong attention to detail and accuracy, with adherence to data entry and departmental standards.

· Demonstrated critical thinking and problem-solving skills.

· Resolves issues with persistence, professionalism, and tact across all levels of interaction.

· Consistently models professionalism in both conduct and appearance.

· Highly skilled in Microsoft Office, including Outlook, Word, PowerPoint, and Excel.

· Demonstrated ability to think globally, act strategically, and align decisions with broader business objectives.

· Proven skills in conflict resolution, negotiation, and influence.

· Strong project management capabilities.

· Flexible and dependable, with a strong work ethic and willingness to work outside standard hours and travel as needed.

Physical Requirements 

This position is considered light duty with frequent phone and computer use.