Customer Success Manager

Gig Worker Success Manager - workforce management and operations

Fluency in both Spanish and English is required.

On-site: M-F, 9AM - 6 PM (flexible) in Bethlehem, PA

Who We Are

As the United States’ largest light industrial staffing company and the first workforce-as-a-service provider, our digital-first approach to staffing is rooted in a rich history of delivering high-quality, scalable workforce solutions to the organizations driving the American supply chain. Our colleagues are guided by our purpose of Championing People, Unlocking Potential and bring this to life every day as they help put hundreds of thousands of people to work at tens of thousands of companies across the country. The foundation of our culture is built upon a bridge to better, offering our colleagues rewarding and growth-oriented experiences that positively impact lives and businesses in innovative and meaningful ways.

Job Summary

The 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 EmployGig team and Gig Workers. This role anticipates staffing requirements and expectations; develops value-added services to support changing client needs, works closely with the EmployGig 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, EmployGig 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
• Conducts employee performance reviews and assigns and ends associate assignments
• Supports organizational objectives by upholding the integrity of operational infrastructure and ensuring that consistency and quality standards are met
• Developing and implementing operational procedures and policies

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 (See further)
• Familiarity with a heavy process-oriented environment
• Must have seasoned critical thinking and problem-solving skills
• Communicates information and ideas clearly and articulately both in oral and written form. Uses appropriate language, style and methods depending on audience and the purpose of communication
• Achieve results in a quality, timely, and cost-effective way. Sees priorities, plans the efficient use of resources, and monitors progress against objectives.
• Responds positively to change and adapts to new situations quickly. Able to take on a diverse range of tasks equally effectively

Your Work Environment (Physical Demands)

Typically work is performed either in an warehouse and/or office environment or a suitable workspace to conduct business free of distractions and background noise. This position requires compliance for all occupational safety and health standards, rules, and regulations. Below are a few standards specific for this position:

• Sit or stand for long periods of time and walk short distances
• Regularly required to talk, hear, and communicate in writing
• Adjust to vision for both close and distance views
• Stoop, kneel, bend, crouch and lift up to 25 pounds

Travel Requirements

Minimal to no travel time expected for the position

EmployBridge offers a competitive base salary plus monthly bonus potential! Additional benefits package for full time colleagues that includes:

• High EQ/High IQ team
• Comprehensive Medical, Dental & Vision benefits starting on the first of the month following hire date
• Prescription Drug Benefits
• 8 Paid Holidays per year
• 2 Floating Holidays per year
• Paid Time Off
• 401(k)
• Wellness Program
• Parental Leave
• A variety of career paths and encourage promotion from within.

The EmployBridge Story

EmployBridge is the largest light industrial staffing supplier in the United States and a preeminent resource for professional staffing. We offer local expertise and service through our 400+ branches.

EmployBridge offers a competitive benefits package that includes Medical/Dental/Vision, prescription drug benefits, 401(k), paid time off and holidays, a wellness program, and more. We also offer a variety of career paths and encourage promotion from within.

At EmployBridge, we operate an entire family of specialty staffing companies that include: ResourceMFG, Select Staffing, ProLogistix, ProDrivers, RemX Specialty Staffing, Westaff, and Remedy Intelligent Staffing. To find out more, visit us at .

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 federal, state or local laws.