Bespoke Operations Manager Americas (Secondment Opportunity)

Bespoke Operations Manager - Americas

Job type Full time 40 hours per week

Contract type Permanent

Hybrid working Five days in the office (if 3-month probation successful then two days office three days remote)

Location Houston US

Closing Date: 31 March 2026

The Role

As a Bespoke Operational Manager you will be responsible for the regional delivery of the full range of Bespoke services to our corporate clients within the Americas as well as organize and manage all aspects of door-to-door shipping and relocation services for corporate assignees. The role will require you to develop a thorough understanding of K2 Bespokes clients its Executive-tier population and the full process of how we proactively manage their international relocations in a fast-paced environment. Key to its success is to provide invaluable support to an operational team of highly skilled and motivated Bespoke Relocation Managers looking to deliver at the very highest level; therefore leadership and strong people management skills are a pre-requisite.

You will manage the team and be their advocate across the business influencing their needs in areas such as Finance Supply Chain and Account Management as well as acting as a point of escalation for both assignees and HR contacts.

You will also be responsible for communicating the companys mission values safety practices and deadlines as well as helping senior management with hiring and training requirements.

Full training and support will be provided.

Main duties and responsibilities

Responsible for the overall actions and service delivery of the Bespoke Relocation Managers

Team in the Americas.

• Provide direct support to the Global Bespoke Operations Manager
• Manage and mentor a team of Bespoke Relocation Managers to consistently achieve high service levels streamlined service delivery and an ongoing positive approach. Thisincludes but not limited to:
  
  • Motivate and inspire your team - Be a mentor to team members
  • Determine potential staffing needs
  • Recruitment - interview and select candidates for the BRM team
  • Onboard and train new hires
  • Be the first point of escalation and advise on operational questions or issues
  • Undertake training with the team and / or arranges training when and where required
  • Hold weekly group meetings with team
  • Regular one to one meetings with each team member discussing but not limited to the following:
    • Workload Current/upcoming relocations and overall workload ensuring even distribution
    • One Voice Process
      • Current Status
      • Quality Control
      • Billing and Insurance
      • VIPs
      • Closing Files
        
    • Account Updates
    • Ascent checks to ensure completion
• Collaborate with the Bespoke Operations Managers in EMEA and APAC and determine best solutions for the teams
• Action delegate and follow through on solutions
• General understanding of the specific process culture contacts pricing and billing for the accounts within your team
• Determine content and conduct Americas RM call
• Prepare and conduct quarterly KPI reviews and yearly PDP reviews
• Be the first point of escalation for personnel concerns and determine solutions
• Responsible for tracking attendance authorizing remote work and approving vacation and sick time
• Determine coverage solutions as required within team
• Distribute Ad hoc jobs within team
• Coordinate domestic and international relocations for corporate accounts. Services including but not limited to household goods destination services expense management and temporary housing
• Perform office management functions as needed
• Provides quality customer service including interacting with customers and suppliers answering customer enquiries and effectively handling customer complaints
• Provide direct support to corporate clients on relocation functions
• Comply with information security regulations principles and obligations in line with ISO with emphasis on continued learning as technology changes. Maintain software and data encryption in line with compliance and relevant data protection laws globally ensure the safety integrity and accountability of all the data we handle
• All other duties as assigned

Qualifications and Skills

• Bachelors degree preferred or some schooling and equivalent experience would be advantageous
• At least 5 experience at K2 Corporate Mobility or comparable relocation industry experience within Client Services
• Additional language skills would be advantageous
• Possess leadership and management skills
• Excellent written and verbal communication skills
• Self-confident and motivated works on own initiative and as a part of the team
• Consistent KPI scores throughout employment
• Team leadership experience and or demonstratable leadership skills
• Ability to display confidence and professionalism in client interactions including meetings and presentations when required
• Knowledgeable in Microsoft Office products
• Organizing and prioritizing daily/weekly tasks
• Attention to detail and accuracy
• Can do attitude and ability to learn quickly
• Building and developing working relationships with key partners and with K2 colleagues
• Ability to maintain confidentiality of company and client information
• Ability to resolve escalations yielding in high quality outcomes
• Excellent project management skills
• Understands costing and implications from marking up of additional charges to approval to absorb charges
• Demonstrate company acumen
• Ability to remain in a stationary position often sitting for prolonged periods
• Domestic and/or global travel when required

Required Experience:

Manager