Gig Worker Success Manager - Bilingual required

Employbridge•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, assignments, scheduling, and understanding the worker pool. The manager ensures client satisfaction and engagement through strong customer service and builds relationships with supervisors, leaders, the local EB team, the remote EmployGig team, and Gig Workers. The position anticipates staffing requirements, develops value-added services to support changing client needs, and partners with the EmployGig operations and PLX teams to deliver satisfaction for clients and Gig Workers. The position is based in Romeoville, Illinois, with a Monday–Friday schedule of 6 a.m. to 3 p.m. Flexibility is required. The work environment includes sitting or standing for extended periods, walking short distances, frequent communication, adjusting vision for close and distant views, and occasionally stooping, kneeling, bending, crouching, and lifting up to 25 pounds. The role must comply with occupational safety and health standards, rules, and regulations.

Requirements

Bilingual ability is required; the posting does not specify the languages.
Flexibility is required.
Ability to communicate with senior client managers and discuss strategic solutions.
Ability to consult with clients on job trends, productivity goals, staff planning, and goal assessments.
Strong understanding of technology platforms supporting Gig operations, including troubleshooting and proposing technical improvements.
Ability to address client concerns and develop solutions that meet client expectations.
Ability to manage report outputs, analyze results for accuracy, and clearly present and explain data to customers.
Demonstrated success managing a team or process.
Strong critical-thinking and problem-solving skills.
Ability to communicate clearly and articulately in writing and verbally, adapting communication to the audience and purpose.
Ability to achieve quality, timely, and cost-effective results; prioritize work, plan resource use, and monitor progress.
Ability to respond positively to change and adapt quickly to new situations and a diverse range of tasks.
Ability to sit or stand for long periods, walk short distances, communicate regularly, adjust vision for close and distant views, and stoop, kneel, bend, crouch, and lift up to 25 pounds.
Must comply with applicable occupational safety and health standards, rules, and regulations.

Nice To Haves

Experience in a customer-service role involving communication with clients at multiple levels.
Human resources and data-management experience.
Familiarity with a process-oriented environment.
Ability to lead, organize, and build effective and diverse teams.
Practical experience using operational software, Microsoft Office products, and basic data-management tools for analysis.
Warehouse operations experience or knowledge to support distribution-center and warehouse leaders as inventory demands change.
A track record of increasing customer-service levels and satisfaction and enhancing responsibilities and working relationships.
An innovative mindset.

Responsibilities

Build consultative relationships with client management at all levels to understand the client’s business, staffing needs, culture, and program expectations.
Develop and execute recruiting strategies to meet or exceed applicant flow, hiring, fill-rate, and on-time fill-rate goals.
Anticipate local talent-market conditions and develop workforce-planning strategies that maintain a pipeline of qualified talent.
Deliver customized new-hire orientations for clients.
Create and run reports to identify workforce challenges, escalate issues when appropriate, and collaborate with clients on solutions.
Audit onboarding requirements and confirm that new-hire start requirements are met.
Maintain a fill rate of 92% or higher.
Communicate workforce needs and staffing productivity considerations to clients, incorporating labor-market data to present possible solutions.
Participate in client forecasting meetings and stay informed about current and upcoming business needs.
Manage daily fill rates, time-clock accuracy, and communications with Gig Workers, the EmployGig team, and clients.
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 with potential legal implications and involve onsite HR in investigations.