Contingent Workforce Client Success Lead

Role Overview

• Own the Embedded Client Experience
• Serve as the primary day-to-day operational lead for the client
• Run weekly client operations meetings and manage ongoing stakeholder communication
• Maintain strong relationships with program sponsors, HR, procurement, and hiring managers
• Drive responsiveness and clarity in a high-volume, fast-paced environment
• Lead Onboarding + Worker Lifecycle Coordination (EOR/AOR)
• Own worker orientation, communication, and “warm introduction” into the program
• Coordinate onboarding pipeline across internal support teams (e.g., VMS data entry, I-9 documentation)
• Stay in the loop on all worker lifecycle issues; drive resolution and bring in ER/HR SMEs as needed
• Ensure smooth offboarding processes and proper documentation/closeout
• Drive Worker Classification & Compliance Workflow Throughput
• Coordinate classification workflows and ensure the right stakeholders are engaged
• Maintain visibility into compliance progress to proactively prevent escalations
• Escalate and coordinate with internal compliance SMEs when issues arise
• Help the program operate predictably across multiple countries and regulatory contexts
• Operational Escalation Management
• Own operational escalations end-to-end with a tight line to CS leadership
• Track issues, unblock dependencies, and ensure follow-through across teams
• Maintain a clear “no dropped balls” system for the program
• Reporting & Program Visibility
• Pull and share client reporting/dashboards using established templates
• Communicate trends and program performance clearly to client stakeholders
• Coordinate inputs for QBRs
• Systems + Continuous Improvement
• Work comfortably inside enterprise tools (including VMS)
• Identify workflow gaps and propose improvements (process + tech)
• Surface product feedback and recommendations
• Help develop or improve client-facing and internal user guides

Requirements

• Minimum 3 years operating within enterprise workforce programs (CW, HR ops, contingent workforce, or equivalent)
• Excellent written/verbal communication and strong client presence
• Experience with VMS platforms (strong preference for VNDLY) and comfort navigating enterprise workflows
• Hands-on experience with EOR/AOR, worker classification, and global compliance workflows
• Strong operational judgment and ability to prioritize deadlines and escalations
• High ownership, proactive follow-through and comfort operating in ambiguity
• Tech-savvy: you can work effectively with systems, templates, tooling and process automation
• Global program experience spanning multiple countries and regions (preferred)
• Experience improving SOPs, user guides, and repeatable operating rhythms (preferred)
• CCWP certification, PHR or SPHR (preferred)

Benefits

• Work directly with a top-tier enterprise client and a complex global program
• Combine high-touch service with technology to create a best-in-class client experience
• Join a small, senior team where you’ll have real ownership and visibility
• Help build the operating system for global independent work