Director of Operations & Customer Service

Director of Operations & Customer Service

Reports To:

President

About Talent Corps

At Talent Corps, we care about people. We exist to provide meaningful employment opportunities as we #Strengthen Americas Workforce . We are seeking a dynamic, results-driven leader who shares our passion for people, commitment to excellence, and relentless drive to make a meaningful impact.

The Director of Operations & Customer Service is a senior leader responsible for overseeing operational execution and delivering exceptional customer experience within a fast-paced construction staffing environment. This position manages the full lifecycle of Temporary Field Associates, ensures operational compliance, supports large-scale onsite projects, and partners closely with recruiting, billing, and executive leadership to drive growth, efficiency, and client satisfaction.

• Temporary Field Associate Management & Onboarding: Oversee all administrative functions related to Temporary Field Associates, including onboarding, documentation, compliance, and dispatch readiness.
• Ensure associates meet all regulatory, safety, and client-specific requirements prior to job placement.
• Partner with recruiting teams to streamline placements, resolve issues, and improve associate retention and satisfaction.
• Develop and maintain best practices for orientation, training coordination, and ongoing associate support.

• Own the end-to-end customer experience and serve as the primary escalation point for operational or service-related concerns.
• Conduct proactive client outreach to assess satisfaction, resolve issues, and identify opportunities for service enhancements.
• Ensure accurate customer setup in all internal systems, including ordering, timekeeping, and billing platforms.
• Oversee accurate billing setup, timesheet approval processes, and timely invoicing.
• Monitor, track, and resolve missing or late timesheets to protect revenue and cash flow.
• Ensure compliance with Certified Payroll, Prevailing Wage, and other special billing requirements.

• Manage and support high-volume onsite client operations, ensuring staffing levels, performance standards, and safety expectations are met or exceeded.
• Conduct regular site visits, performance evaluations, and client feedback sessions.
• Partner with clients to strengthen long-term relationships and continuous improvement initiatives.

• Review and administer contracts to ensure compliance with client requirements and company policies.
• Manage complex project administration, including:
• Controlled Insurance Program (CIP) compliance
• Wrap-up insurance coordination and reporting
• Wage determination and Davis-Bacon compliance
• IRA apprenticeship enrollment, tracking, and reporting
• Ensure adherence to all federal, state, and industry regulations and maintain audit readiness.

• Lead, mentor, and develop an operations and customer service team focused on accountability and high performance.
• Establish and monitor KPIs related to operational efficiency, customer satisfaction, billing accuracy, and workforce readiness.
• Drive continuous improvement through process optimization and technology utilization.
• Collaborate with executive leadership on strategic planning, budgeting, and resource allocation.

Education: Bachelor’s degree in Business Administration, Operations Management, Human Resources, or related field (preferred).

Experience:

• Minimum of 8 years of experience in operations, customer service, or workforce management.
• At least 5 years of leadership experience within the staffing industry; construction staffing strongly preferred.
• Proven experience managing temporary workforce onboarding, client account setup, billing, and compliance in a high-volume environment.

Industry Knowledge:

• Strong understanding of construction industry regulations, including prevailing wage laws, apprenticeship programs, CIP/wrap-up insurance, and timesheet compliance.

Skills & Abilities:

• Strong leadership and team development capabilities.
• Excellent…