On-Site Staffing Manager

Cenero•Malvern, PA

2d•Onsite

About The Position

The On-Site Staffing Manager is a new position responsible for the technicians and engineers placed, full-time or on a dedicated, ongoing basis, at individual customer accounts across the combined PPI-Cenero organization. This person recruits (with recuiter), hires, develops training plan, and manages the performance of that team. The goal is simple: make sure every account has the right person on it, someone who fits culturally and technically, has room to grow, and represents the company well in front of the client. Client Success Managers and Service Sales representatives own the customer account sell/maintain the contract; the On-Site Staffing Manager owns the staffing and performance of the people who deliver against it, and they all work together to grow this area of the business. This is a customer-facing leadership position, engaging with the client organization at every level, from day-to-day site contacts up to senior leaders such as CIOs, VPs, and senior directors, with the credibility to operate at any of those levels. The On Site Staffing Manager builds a feedback program (rotating monthly customer surveys, service reviews, and team touchpoints) to surface issues early and keep on-site staff connected to the broader organization, and ensures every on-site employee has a visible technical career path so no one feels capped by the account they are assigned to.

Requirements

5+ years of experience leading a team of technical or client-facing staff, ideally in an on-site, embedded, or dedicated staffing environment.
Proven experience with the full employee lifecycle: recruiting, hiring, performance management, coaching, and termination.
Strong ability to assess technical aptitude and interpersonal/presentation skills, and to match people to the accounts where they will succeed.
Working knowledge of AV/IT systems and support environments, sufficient to evaluate the technical fit and growth needs of on-site staff.
Executive presence and polish; proven ability to build trust and credibility with client stakeholders at every level, up to and including CIO, VP, and senior director.
Experience building customer feedback programs (surveys, service reviews) and career development paths that keep distributed teams engaged.
Financial acumen; comfortable managing to labor cost, margin, and utilization targets and reporting on account-level staffing profitability.
Commercially minded and collaborative; able to partner with Client Success, Sales, and Service Operations on account growth and staffing logistics (backfill, surge, cross-training).
Willingness to travel to customer sites as needed.

Responsibilities

Lead and grow the combined organization's On-Site Staffing team of technicians and engineers, each assigned on a dedicated or semi-dedicated basis to a specific customer account.
Own the full employee lifecycle for on-site staff: recruiting (with help of recruiter), hiring, onboarding, developing ongoing training plan, performance reviews, coaching, and termination decisions.
Continuously evaluate the fit of each on-site employee against their assigned account (cultural fit, technical fit, technical aptitude, and client-facing presentation skills), and reassign or develop staff as needed to keep the best possible person on every account.
Partner closely with the Client Success Manager or Service Sales representative who owns each account to proactively identify and resolve staffing-related issues, so that client expectations are consistently met and, where possible, exceeded.
Serve as a customer-facing point of contact for on-site staffing engagements, engaging with the client organization at every level, from day-to-day site contacts up to CIOs, VPs, and senior directors as needed.
Administer a rotating monthly customer survey program and lead regular service review meetings with client stakeholders to capture ongoing feedback on staff performance and account health.
Hold regular (weekly/biweekly) touchpoints with the entire on-site staffing team and require attendance at mandatory service meetings, so team members feel connected to and supported by the broader organization.
Build and maintain a technical career path for on-site staff, ensuring visible growth opportunities beyond the account they are currently assigned to so no one feels capped by a single placement.
Coordinate backfill, surge staffing, and coverage during PTO, turnover, or account ramp-up with the Dispatch/FSE and NOC/TSE teams.
Partner with Client Success Managers and Sales & Marketing to expand on-site staffing within existing accounts and grow it as a strategic offering for the combined organization.
Build a single, unified on-site staffing model and set of best practices that scales across the full customer base.
Own financial performance for the On-Site Staffing team against labor cost, margin, and utilization targets (to be defined); maintain accurate staffing records, account assignments, and time tracking.
Occasional Travel may be required
Other duties as assigned.

Benefits

Industry-leading healthcare coverage begins on your first day of employment.
We offer a PPO or a HDHP which includes medical, dental, vision, and prescription coverage
Contribute to your financial security with savings and a 401K Investment plan with company match
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Dependent Care Spending Account (DCA)
100% Company paid Life insurance for employees
100% Company paid Short Term Disability
Optional Long Term Disability
Enjoy paid vacation time and paid holidays annually.
Paid Time Off awarded at hire
On-site gym, weight room, locker room
Augment your education with tuition assistance programs.
Opportunities to network and connect
Lucrative Employee Referral program
Delicious Free coffee