Client Service Delivery Manager Job Listing at TrueBlue Inc. in United States of America (Job ID 117123)

Description

Overview:

The Client Service Delivery Manager is responsible for providing direct support and leadership to the Client Service Delivery Team and company to ensure the timely and effective application of TrueBlue processes and procedures as they support the Senior Director of Specialty & MSP and the company mission. This person will support the customer and MSP/VMS relationship with a focus on improving customer experience, account retention and sales growth. This position requires organizational, project management, strategic, interpersonal and computer/data management skills as well as independent judgment to anticipate and solve problems to maintain smooth and professional client service delivery experience. The Client Service Delivery Manager interacts and serves as a point of contact with cross-functional leadership members. All aspects of this position impact revenue, retention and overall service. 

Location: Remote

Responsibilities:

• Creates and manages service, MSP and VMS processes and procedures to drive operational excellence for all applicable touch points in the customer experience including customer inquiries, orders, fulfillment, problem resolution, and retaining existing customers for all PeopleReady Specialty & MSP National Accounts
• Defines expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels. Leads and motivates the team to meet those service goals accordingly
• Is the subject matter expert for this segment of PeopleReady business including knowledge of MSP partners that are critical to customer success. Partners with operations and sales teams after identifying specific customer service issues and trends; implements appropriate action plans to address root cause
• Hires, trains, mentors, develops, schedules work, directs and manages performance for supervisor role. Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together
• Identifies system and workflow improvements to enhance the team's efficiency and relies on extensive experience and judgment to plan and accomplish goals and tasks
• Ability to understand, implement and navigate complex VMS tools for customers and field
• Is the point of contact with account/program manager level MSP representatives developing relationships to ensure success.

Qualifications:

• Minimum of 3 years of operational and customer management experience in the MSP/VMS field is preferred
• Must have experience managing customer inquiries, product fulfillment and services, and is accountable for problem resolution success and a focus on retention.
• Ability to work independently, organize and prioritize workload to meet deadlines, utilize a wide degree of creativity and latitude to accomplish goals, understand business implications of decisions, and complete multiple tasks/ projects with minimal supervision in a fast-paced environment
• Strong verbal and written communication, the ability to communicate effectively, conducts meetings, and delivers formal presentations. Must be able to interact and influence at all levels of the organization
• Ability to drive team efficiency and productivity while fostering a positive, motivational work environment that supports collaboration and team work
• Strong problem solving, attention to detail, and analytical ability. Ability to analyze and consider potential conclusions as it relates to historical data and current events to anticipate business needs and implement plans accordingly
• Works effectively and proficiently with customers, vendors and management team to build relationships and investigate and resolve issues and challenges
• Strong process and project management skills or certification
• Strong customer and team interpersonal and leadership skills with the ability to motivate and influence others
• Conducts business with integrity, high moral standards, and ethical behavior.

Salary Range: $56,000 - $70,000 annually, depending on experience and geographic location.
Please note that actual compensation offered may vary based on local pay requirements, and will meet or exceed state-specific minimum wage or salary thresholds.

Benefits and Well-Being:

We offer a competitive benefits package, including 6 paid holidays, 1 paid floating holiday and up to 20 days of Paid Time Off per year, Medical/Dental/Vision insurance, Company-matching 401(k) and Employee Stock Purchase Program, in addition to other programs and perks. More details about our benefits can be found by copying and pasting this URL into your browser: https://bit.ly/4jHhQEZ.

Work environment and Physical Demands:

Employee is frequently required to stand, walk, sit, talk, and/or hear for long periods of time. The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move 25 pounds. 

TrueBlue, Inc. and its brands welcome and encourage applications from candidates with disabilities. Accommodations are available upon request for candidates taking part in the application or interview process. If you require disability-related accommodation during the application or interview process, please contact your Recruiter directly, Employee Relations at HR-Advice@trueblue.com, or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the application or interview process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

About Us

PeopleReady, a TrueBlue company, specializes in quick and reliable on-demand labor and highly skilled workers. Backed by over 35 years of experience, PeopleReady's workforce solutions have been carefully crafted to service businesses and workers across a wide range of industries, including construction, manufacturing and logistics, retail, and hospitality.   We aim to connect job seekers with meaningful, flexible work that fits their schedules while providing businesses with a qualified, reliable workforce. Leveraging our game-changing JobStack apps and presence in more than 600 markets throughout the U.S., we're proud to help people and businesses grow and thrive.

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