Director, Member Support & Success at Reliance Relocation Services Inc

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

120000.0

Posted On

12 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Management, Analytical Skills, Problem-Solving, CRM Systems, Data Reporting, Communication Skills, Project Management, Organizational Skills, Microsoft Office Suite, Coaching, Collaboration, Critical Thinking, Flexibility, Technical Proficiency

Industry

Human Resources Services

Description

Description The Director, Member Support & Success plays a critical leadership role in driving team performance, fostering accountability, and inspiring excellence. This position requires strong leadership skills, including the ability to motivate, mentor, and hold team members accountable for achieving organizational goals. This role oversees day-to-day member support operations, special projects, advertising operations, listing feed management, and while also managing the broker-to-broker referral program, and leading business development initiatives. The Director ensures operational excellence and continuous improvement in the overall member experience. This position is based in our Chicago HQ. Key Responsibilities Provide strong leadership to motivate, inspire, and hold team members accountable for performance and results. Oversee day-to-day member support operations, ensuring timely and effective resolution of member inquiries and escalated issues. Lead and mentor the member support team to deliver exceptional service and foster a member-centric culture. Develop and manage help desk and support resources, ensuring consistent reporting and communication with leadership. Manage and execute special projects aimed at enhancing member experience and operational efficiency. Oversee advertising operations, including fulfillment of advertising contracts and production schedules. Direct listing feed management, ensuring data quality and timely resolution of technical issues. Manage global, domestic, and third-party referral programs, including broker-to-broker, affinity, network-generated leads, and third-party partnerships. Oversee network policies and procedures and lead referral dispute resolution to ensure a fair and consistent process. Implement and oversee the Fractional Services Program, ensuring alignment with organizational goals and member needs. Collaborate with internal teams to identify opportunities for process improvements and enhance member experience. What Success Looks Like Optimize referral programs and advertising operations to drive revenue growth and enhance business outcomes. Ensure accurate, timely execution of listing feed management and special projects that contribute to the organization’s financial performance. Provide clear, consistent reporting and communication to leadership and stakeholders, supporting transparency and informed decision making. Implement process enhancements that streamline operations, elevate the member experience, and foster cross-departmental collaboration for service excellence. Company Benefits The Company provides a comprehensive benefits program for its employees, including but not limited to, paid time off, short- and long-term disability programs, life insurance, comprehensive health insurance (vision, dental, medical), and a 401(k) plan. Salary Range: $100-$120k Requirements Required Skills and Competencies Proven leadership and team management skills with the ability to motivate and hold team members accountable. Strong analytical and problem-solving abilities. Experience with CRM systems (preferably HubSpot) and data reporting tools. Excellent verbal and written communication skills. Ability to manage multiple priorities in a fast-paced environment. Strong project management and organizational skills. Technical proficiency with Microsoft Office Suite. Education and Experience Bachelor’s degree required; advanced degree preferred. 5+ years of experience in member engagement, recruitment, or related roles; real estate or relocation experience highly preferred Demonstrated ability to lead and coach a team and hold team members accountable. Excellent verbal and written communication skills and ability to collaborate across teams to drive initiatives. Project management and organizational skills; ability to implement process improvements and drive operational efficiency. Able to work and be flexible in a fast-paced environment with evolving deadlines. Professional maturity to interface with people of varying disciplines and cultures, in person or remotely Critical thinking with a focus on data-driven decision-making. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with analytics/reporting tools. HubSpot experience a plus This job description in no way states or implies that these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related responsibilities requested by their manager. Working Conditions This hybrid position is based in the Chicago headquarters and combines in-office and remote work as determined by management. The role involves regular use of computers and phones as well as participation in in-person and video meetings. Flexibility and professionalism are expected to meet business needs. Occasional travel may be required. Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Responsibilities

The Director oversees day-to-day member support operations and manages special projects aimed at enhancing member experience. They also lead the member support team to deliver exceptional service and ensure operational excellence.