ICE Program Manager – Relocation Specialist

Job Responsibilities:

Program Manager focused duties:

• Lead briefings and orientations of each customer in the authorized services and policies to be provided, including compensation details where applicable.
• Perform the role of a subject matter expert on RSP and client portfolios of services and product offerings including relocation-related requirements, housing preferences, household goods movement, education requirements, immigration requirements, language training needs, etc. as appropriate.
• Manage all activities and services for customers in alignment with authorized services, including co-ordination of multiple internal departments and third-party providers
• Pro-actively liaise with clients’ mobility team and other relevant stakeholders to understand and meet client needs as appropriate.
• Ensure that internal systems are kept up to date with key milestones, documentation, and communications so that system data can be used confidently and reliably to drive and inform other company processes.
• Champion and use RSP site and mobile application with customers to ensure customer is aware of available tools and self-service support.
• Gather reports from company systems as well as from third parties to identify trends and to inform internal stakeholders of performance or service issues.

Relocation Counseling Specialist Focused Duties

• Processing the selection notifications received from Human Resources
• Processing the Authorized Discretionary Form received from Program Office
• Processing the Relocation Questionnaire returned by transferees to prepare the Travel Authorization
• Perform the research to generate the Travel Authorization Cost Estimate using mLINQS
• Generate the actual cost estimate for TA based on the research
• Applying the Funding Code to the TA and releasing the official TA
• Sending the TA /PCS Orders to the transferee
• Sending the TA to the RSP for authorization
• Finalizing all updates in mLINQS and the Share Drive
• Processing relocation PCS vouchers
• Finalizing all forms and data in the ICE (FFMS) and MLINQS systems
• Proactively providing counseling to ICE transferring families regarding entitlements and allowances
• Respond to transferring employee inquiries via telephone, email and RSP chat, as appropriate
• Provide guidance to ICE relocation staff regarding industry and RSP relocation matters and processes, as appropriate

• Five (5) or more years of experience in Government/corporate relocations
• 5+ years serving as a PM on a Federal contract
• 3 years’ experience in a customer service role
• Prior Experience using mLINQS system
• Certification: Certified Relocation Professional (CRP)
• Knowledge of the Federal Travel Regulations (FTR)
• Prior global talent mobility experience is an advantage.
• Must be customer-oriented with excellent listening and consultative skills
• Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail
• Experience of exercising judgement in owning complex processes through to completion and resolution, including problem resolution across multiple stakeholders
• Experience dealing with emotionally sensitive customer service scenarios
• Experience operating in a team environment as well as working independently, demonstrable experience of prioritizing and managing multiple assignments simultaneously
• Ability to quickly appraise the status of an unfamiliar workload and process it seamlessly
• Proficient in Microsoft Office environment and web applications
• Excellent written and verbal communication and interpersonal skills. Professional spoken and written English, proficiency in other languages would be advantageous

Americans with Disabilities Act (ADA): XLA is committed to the full inclusion of all qualified individuals. As part of this commitment, XLA will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 703-584-8317 or via email at humanresources@xla.com.  For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.