Bilingual Client Success Manager – Workforce Operations

OverviewBilingual 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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