Manager, Talent Account Management

Kastle Systems • Plymouth, VA

8d

About The Position

The Manager, Talent Account Management leads the team of Talent Account Managers (TAMs) who run i2G's hiring process from intake to close. The TAMs own the hiring manager relationship and the candidate experience once a candidate enters an active process. This Manager ensures that work is focused on the right roles, delivered to a consistent standard, and measured in a way the business can trust. The role is accountable for delivery outcomes, reporting, customer satisfaction and escalations. It works from the priority order set jointly with the Capacity Planning Manager, so that TAM time goes to the roles that matter most to i2G's contracts and markets. It operates on Kastle Systems' talent platforms (iCIMS, LinkedIn and Indeed) and draws its candidate supply from Kastle's Sourcing team. This is a leadership and delivery role, not a sourcing role and not a demand-planning role. It does not own the demand forecast, which sits with the Capacity Planning Manager. It does not own top-of-funnel sourcing, which sits with Kastle's Sourcing team. It owns what happens between those two: turning qualified leads into hires, and doing it well.

Requirements

• Five or more years in full-cycle recruiting, talent acquisition or recruiting delivery, including at least two years leading recruiters or a comparable delivery team.
• Demonstrated experience running a hiring manager-facing recruiting model: intake, prioritization, screening, interview management, offers and close.
• Experience recruiting for field-based, technical or skilled-trades roles at volume. Relevant sectors include field services, systems integration, construction and specialty trades, engineering services, security, and staffing or recruitment process outsourcing.
• A record of setting delivery standards, managing to service levels and reporting recruiting metrics to senior leaders.
• Working knowledge of an enterprise applicant tracking system and its reporting. iCIMS experience is strongly preferred. Familiarity with LinkedIn Recruiter and Indeed.
• The credibility and directness to coach senior hiring managers on decision speed, compensation and candidate-market realities, and to hold them to account.
• Working knowledge of equal opportunity, structured interviewing and recruiting compliance requirements.
• Clear written and verbal communication, including handling escalations calmly and professionally.

Nice To Haves

• Experience in low-voltage, electronic security, fire, life safety or building systems.
• Experience managing recruiting for a client or business unit under an account-management or RPO delivery model.
• Experience recruiting for roles gated by licensing, certification, clearance or badging.
• Experience working in a matrixed or multi-entity structure, with a direct reporting line in one organization and shared processes and platforms in another.
• Comfort building dashboards or reports in iCIMS, Excel or a visualization tool.
• Bachelor's degree in business, human resources or a related field, or equivalent practical experience.

Responsibilities

• Lead, coach and develop three Talent Account Managers. Set clear expectations, run regular one-to-ones and case reviews, and give direct performance feedback.
• Assign requisition portfolios to TAMs based on priority, complexity, market and workload, and rebalance as demand shifts.
• Set and audit the standard for the TAM role: intake quality, screening rigor, submittal quality, interview coordination, feedback turnaround, offer preparation and close.
• Coach TAMs on running difficult conversations with hiring managers, including pushing back on unrealistic requirements or slow decisions.
• Hire, onboard and backfill TAMs as needed, and maintain a development path for the team.
• Work with the Capacity Planning Manager as the single point of alignment between operations demand and TAM delivery.
• Run the team from the rolling 90-day requisition forecast and its agreed priority order. Confirm each month which roles get TAM focus first.
• Make sure TAM effort follows priority, not volume of requests or the loudest hiring manager. Flag when priorities conflict or when demand exceeds what the team can deliver.
• Take part in the monthly talent acquisition and operations review with data, recommendations and follow-through on decisions.
• Raise early warning when a priority role is at risk, including the revenue or delivery consequence, so trade-offs are made with full information.
• Own the operating relationship with i2G hiring managers and branch leadership at the leadership level, and hold the TAMs to a consistent service standard.
• Set and enforce an intake standard so every requisition has a clear profile, priority, compensation range and interview plan before work begins.
• Coach managers on selection, speed of decision, compensation and the realities of the candidate market. Hold managers accountable to agreed feedback and decision timelines.
• Measure hiring manager satisfaction on a regular cadence and act on what it shows.
• Own escalations: receive them, resolve them or route them, and close the loop with the manager and the COO.
• Set the standard for candidate communication, momentum and trust from first screen through offer and close, and audit against it.
• Review pipeline health and requisition aging weekly. Intervene on stalled roles, slow feedback, weak submittals and offers at risk.
• Protect TAM time for moving qualified talent to hire rather than searching from scratch. Send back leads that do not meet the bar, with specific feedback.
• Measure candidate satisfaction and offer acceptance, and address the causes when either slips.
• Advise on offer construction and close strategy for critical or hard-to-fill roles.
• Publish weekly and monthly reporting to the COO, the Capacity Planning Manager and the Senior Director, Talent Acquisition at Kastle.
• Report on the measures that show whether the team is converting demand into hires: time to submit, time to fill, submittal-to-interview and interview-to-offer ratios, offer acceptance rate, requisition aging, pipeline coverage by priority role, and hires against the 90-day plan.
• Report on the experience measures as well: hiring manager satisfaction, candidate satisfaction and escalation volume and resolution time.
• Keep requisition, candidate and disposition data in iCIMS accurate and current so reporting can be trusted. Audit TAM compliance with data standards.
• Explain what the numbers mean and recommend action, rather than only publishing them.
• Partner with Kastle's Sourcing team on the handoff of sourced and inbound candidates to the TAMs, including lead quality standards and turnaround expectations.
• Give Sourcing structured feedback on which channels, profiles and searches are producing hires and which are not.
• Operate within Kastle's talent acquisition process and its platforms (iCIMS, LinkedIn and Indeed). Raise access, configuration and workflow issues with the Senior Director, Talent Acquisition.
• Make sure TAM practice meets equal opportunity, structured interviewing, offer approval and recordkeeping requirements.
• Identify process and tooling improvements and bring them forward with data behind them.

Benefits

• 401(k) with Company Match
• Healthcare Coverage: Medical, Dental, and Vision plans, with most premiums employer-paid
• Employee Assistance Program (EAP): Mental health and wellness support
• Flexible Time Off (FTO) for Exempt Positions
• Tenure-based PTO for Non-Exempt Positions
• Paid Sick Leave
• Annual development stipend
• Company-paid certifications
• Educational reimbursement for eligible coursework

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree