Candidate Experience Manager - NY Metro RegionThe Candidate Experience Manager (CX Manager) leads and manages a team of remote and on-site Candidate Experience Specialists, overseeing the entire onboarding journey for driver and monitor candidates. This role is responsible for ensuring that the onboarding process runs smoothly, efficiently, and in alignment with company goals and standards. The CX Manager acts as the primary liaison between the CX team and the Region Talent Acquisition & Onboarding Director and drives strategic improvements to enhance candidate experience, training readiness, and compliance.
Major Responsibilities- Provide coaching, guidance, and daily oversight to the CX team, ensuring high performance and effective workload management. Serve as the escalation point for complex onboarding issues.
- Oversee the end-to-end onboarding process from offer acceptance through training initiation, including scheduling for remote, onsite, or hybrid sessions and confirming readiness for training.
- Ensure accurate onboarding documentation and adherence to company policies and legal requirements. Monitor standards and implement best practices across the team.
- Act as the primary liaison between the CX team and internal departments such as Talent Acquisition, HR, Training, Safety, and Operations to ensure smooth communication and process alignment.
- Track and analyze key performance indicators (KPIs) such as time-to-hire and onboarding completion rates. Prepare reports and recommend process improvements to leadership.
- Ensure onboarding practices comply with EEO, ADA, and company standards. Develop and implement standardized processes for consistency.
- Stay informed on industry trends, identify opportunities for process enhancements, and support team development through training and growth initiatives.
Minimum Education or Certifications Required- Bachelor's degree in Business Administration, Human Resources, Management, Communications, or a related field or equivalent experience and/or education.
Minimum Experience or Skills Required- 3 years of experience in customer service, onboarding, recruiting, or a related HR function.
- 2 years of experience in a leadership or management role.
- Proven experience working in a metrics-driven environment.
- Proficiency in ATS or CRM systems and Microsoft Office Suite.
- Excellent communication, leadership, and organizational skills.
- High attention to detail and the ability to prioritize tasks effectively.
- Demonstrated problem-solving capabilities and decision-making skills.
Language RequirementThis role requires English proficiency. Federal, state, and local requirements, including U.S. Department of Transportation (DOT) regulations, require training, safety communications, company policies, employment documents, and other job-related communications be conducted in English.
