Gig Worker Success Manager - Bilingual required

Employbridge Career•Bolingbrook, IL

About The Position

The Gig Worker Success Manager is responsible for the day-to-day supervision of Gig Workers to ensure timely, accurate, and quality delivery of customer goods and services. The role manages employee relations at local client facilities, including training and orientation, coaching, advocacy, payroll administration, assignment and schedule management, and understanding the worker pool. The position supports client satisfaction and engagement through superior customer service and relationship-building with supervisors, leaders, the local EB team, the remote EmployGig team, and Gig Workers. It anticipates staffing requirements and client expectations, develops value-added services to meet changing needs, and works with the EmployGig operations and PLX teams to support Gig Worker and client satisfaction. The role is based in Romeoville, Illinois, Monday through Friday, from 6 a.m. to 3 p.m. The successful candidate must have flexibility.

Requirements

Bilingual capability is required; the posting does not specify the languages.
Experience in a customer service role involving communication with clients at multiple organizational levels.
Experience with HR and data management.
Ability to lead, organize, and build effective, diverse teams.
Strong critical-thinking and problem-solving skills.
Practical experience and comfort using operational software, Microsoft Office products, and basic data-management tools for analysis.
Ability to communicate with senior client managers and discuss strategic solutions.
Strong understanding of technology platforms that support Gig Workers, including the ability to troubleshoot and suggest technical improvements.
Comfort managing reports, analyzing output for accuracy, and presenting and explaining data to customers.
A track record of improving customer service and satisfaction and developing responsibilities and working relationships with colleagues and management.
Demonstrable success managing a team or process.
Clear oral and written communication, with appropriate language and approach for the audience and purpose.
Ability to achieve quality results in a timely and cost-effective way, prioritize work, plan resource use, and monitor progress.
Ability to respond positively to change, adapt quickly, and handle a diverse range of tasks effectively.
Ability to comply with applicable occupational safety and health standards, rules, and regulations.
Ability to sit or stand for extended periods, walk short distances, talk, hear, communicate in writing, adjust vision between close and distant views, stoop, kneel, bend, crouch, and lift up to 25 pounds.

Nice To Haves

Knowledge of or experience with warehouse operations to support distribution center and warehouse leaders as inventory demands change.
Familiarity with a heavily process-oriented environment.
An innovative mindset.

Responsibilities

Build consultative relationships with client management at all levels and understand the client’s business, staffing needs, culture, and program expectations.
Develop and execute recruiting strategies to meet or exceed fill-rate and on-time fill-rate goals.
Assess the local talent market and develop workforce plans that maintain a continuous pipeline of qualified talent.
Deliver client-customized new-hire orientations.
Create and run reports to identify workforce challenges, escalate issues when appropriate, and collaborate with the client on solutions.
Audit onboarding requirements and confirm that new-hire start requirements are met.
Deliver a consistent fill rate of 92% or higher.
Communicate workforce needs and staffing productivity information to the client, including labor-market data and potential solutions.
Participate in client forecasting meetings and stay informed about current and upcoming business needs.
Manage daily fill rates, time-clock accuracy, and communication among Gig Workers, the EmployGig team, and the client.
Document and investigate safety incidents and participate in client meetings about safety and operational efficiency.
Handle workers’ compensation claims and document unemployment.
Initiate and complete client relationship mapping as needed.
Coach associates on policies that could have legal implications, involve onsite HR, and lead investigations.
Analyze and present reports and results to clients, ensuring accuracy and explaining the data.
Consult with clients on job trends, productivity goals, staff planning, and goal assessments.
Address client concerns and challenges and develop solutions that meet client expectations.