Gig Worker Success Manager

The Client Success Manager AKA  Gig Worker Success Manager  is responsible for the day-to-day supervision of Gig Workers to ensure the timely, accurate, and quality delivery of customer goods and service. This role manages employee relations at local Client facilities where Gig Workers are placed- including training and orientation, coaching, advocacy, payroll administration, assignments management, schedule management, and understanding the worker pool.

This role ensures client satisfaction and engagement through superior customer service and develops relationships with supervisors, leaders, local EB team, remote Employ Gig team and Gig Workers. This role anticipates staffing requirements and expectations; develops value-added services to support changing client needs, works closely with the Employ Gig operations team and PLX team to deliver both Gig Worker and Client satisfaction.

Your Role & Responsibilities

• Fosters a consultative relationship with the client across all levels of management to ensure a clear understanding of the client’s business, staffing needs, culture, and program expectations
• Develops and executes effective recruiting strategies that deliver the applicant flow and hiring results to meet and exceed fill rate and on-time fill rate goals
• Anticipates and understands the local talent market and put in place a workforce planning strategy to ensure a continuous pipeline of quality talent.
• Delivers client customized new hire orientations
• Runs and creates reports to identify workforce challenges, escalates when appropriate 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 client for staffing productivity and includes labor market data to present plausible solutions
• Participates in client forecasting meetings and remains informed and knowledgeable of client's current and upcoming business needs
• Manages daily fill rate, time clock accuracy, communication with Gig workers, Employ Gig team and Client
• Documents and investigates safety incidents and participates in client meetings to discuss safety and operational efficiency
• Handles worker’s comp claims and documents unemployment
• Initiates and completes client relationship mapping as needed
• Coaches associates on policies that could have legal implications and involves onsite HR and leads investigations

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
• Must have seasoned critical thinking and problem-solving skills
• Practical experience and comfort with using operational software, Microsoft Office products, and basic data management tools for analysis

Competencies (Skills & Knowledge You’ll Bring)

• Ability to communicate with high level managers within the client organization and discuss strategic solutions
• Act as a consultant to the client regarding job trends, productivity goals, staff planning, and goal assessments
• Warehouse operations experience (or knowledge of) preferred – to support DC/warehouse operations leaders navigate and adjust to changing inventory demands
• Strong understanding of technology platforms that support Gig, including the ability to troubleshoot and offer solutions for technical improvements and drive effective results
• Comfortable addressing client concerns and challenges and developing solutions that meet the client expectations
• Comfortable managing reports output and analyzing results to ensure accuracy as well as ability to thoroughly present/explain the data to the customer
• Successful track record of increased customer service levels and satisfaction, enhanced scope of responsibilities and working relationships with colleagues/management
• Demonstrable success managing a team or process
• Ability to have an innovational mind set
• Familiarity with a heavy process-oriented environment
• Must have seasoned critical thinking and problem-solving skills
• Communicates…