Bilingual Client Success Manager – Workforce Operations

Overview

Bilingual Client Success Manager – Workforce Operations (Onsite: Bethlehem, PA)

Gig Worker Success Manager is responsible for the day-to-day supervision of Gig Workers at local Client facilities to ensure timely, accurate, and quality delivery of customer goods and services. This role includes training and orientation, coaching, payroll administration, assignments management, schedule management, worker pool understanding, and ensuring client satisfaction through superior customer service. The role develops relationships with client supervisors, local EmployBridge teams, and Gig Workers, anticipates staffing requirements, and collaborates with the EmployGig and PLX teams to deliver Gig Worker and Client satisfaction.

Your Role & Responsibilities

• Fosters a consultative relationship with the client across all levels of management to understand the client's business, staffing needs, culture, and program expectations
• Develops and executes recruiting strategies to meet fill rate and on-time fill rate goals
• Assesses the local talent market and develops a workforce planning strategy to maintain a continuous pipeline of quality talent
• Runs and creates reports to identify workforce challenges; escalates and collaborates with the client to create solutions
• Audits onboarding requirements and confirms new hire start requirements are met
• Deliver a consistent fill rate of 92% or higher
• Communicates workforce needs to the client and uses labor market data to propose solutions
• Participates in client forecasting meetings and stays informed of current and upcoming business needs
• Manages daily fill rate, time clock accuracy, and communications with Gig workers, EmployGig team, and Client
• Documents and investigates safety incidents; participates in client meetings to discuss safety and operational efficiency
• Handles workers' compensation claims and unemployment documentation
• Initiates and completes client relationship mapping as needed
• Coaches associates on policies with potential legal implications and involves onsite HR; leads investigations
• Conducts employee performance reviews and manages assignments
• Supports organizational objectives by upholding operational integrity and quality standards
• Develops and implements operational procedures and policies

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Preferred Education, Skills, and Experience

• Experience in a customer service role responsible for multi-level client communication
• HR and data management experience
• Familiarity with a heavy process-oriented environment
• Able to lead, organize and build effective and diverse teams
• Seasoned critical thinking and problem-solving skills
• Practical experience with operational software, Microsoft Office products, and basic data management tools

Competencies (Skills & Knowledge You'll Bring)

• Ability to communicate with high level managers and discuss strategic solutions
• Act as a consultant regarding job trends, productivity goals, staff planning, and goal assessments
• Warehouse operations experience preferred to support DC/warehouse leaders
• Strong understanding of technology platforms that support Gig and ability to troubleshoot for improvements
• Comfortable addressing client concerns and developing solutions that meet expectations
• Ability to manage reports and present data clearly to customers
• Track record of increased customer service levels and expanding responsibilities
• Demonstrable success managing a team or process
• Innovative mindset and adaptability to change
• Excellent written and verbal communication skills
• Ability to achieve results in a timely, quality, cost-effective manner

Your Work Environment (Physical Demands)

Typically in a warehouse and/or office environment. Requires compliance with occupational safety standards.

• Sit or stand for long periods; walk short distances
• Speak, hear, and communicate effectively
• Vision for close and distance viewing
• Stoop, kneel, bend, crouch and lift up to 25 pounds

Travel Requirements

Minimal to no travel required.

Compensation & Benefits

EmployBridge offers competitive base salary plus monthly bonus potential and a benefits package for full-time colleagues, including:

• Medical, Dental & Vision benefits starting on the first of the month following hire
• 8 Paid Holidays per year
• 2 Floating Holidays per year
• Paid Time Off
• 401(k)
• Wellness Program
• Career paths and opportunities for promotion from within

Employer Statement

EmployBridge is an Equal Opportunity Employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, military or veteran status, genetic information, or any other characteristic protected by law.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Strategy/Planning, Human Resources, General Business

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