Principal Responsibilities:

Team Leadership & Performance Management

• Lead, coach, and develop a team of Account Managers

• Establish clear performance expectations aligned to service delivery metrics and client outcomes.

• Conduct regular 1:1s, performance reviews, and development planning conversations.

• Provide feedback, coaching, and accountability to strengthen team capability and consistency.

• Support hiring, onboarding, and workforce planning within the team.

Portfolio Oversight & Service Delivery Accountability

• Oversee fulfillment performance and client health across the team’s assigned accounts.

• Monitor key performance metrics (fill rate, cycle time, submission quality, responsiveness, retention indicators).

• Identify performance gaps and implement corrective action plans when necessary.

• Ensure consistent documentation and system accuracy across all managed accounts.

Escalation Leadership & Risk Management

• Serve as a leadership escalation point for high-impact client issues or service delivery breakdowns.

• Support direct reports in resolving complex client challenges

• Proactively identify operational, staffing, or compliance risks that could impact client satisfaction.

• Reinforce service recovery strategies and accountability standards.

Operational Alignment & Cross-Functional Collaboration

• Partner with Recruiting, Credentialing, Payroll, Operations, and Sales leaders to align resources and priorities.

• Reinforce standardized workflows and operational best practices across the team.

• Support process improvement initiatives to increase efficiency, scalability, and service quality.

• Ensure team alignment with company policies, compliance standards, and performance expectations.

Client Relationship Support

• Participate in strategic client discussions when needed to support retention and performance improvement.

• Provide leadership visibility for key accounts or high-impact situations.

• Reinforce client communication standards and relationship management expectations across the team.

Education and Certifications:

• Required: High School Diploma or GED

Required Experience:

• 7+ years of experience in staffing, workforce solutions, client services, or account management.

• Prior experience leading or mentoring team members in a formal or informal capacity.

• Demonstrated success managing performance metrics and service delivery outcomes.

• Experience resolving escalations and leading cross-functional coordination.

• Experience managing multiple client accounts or portfolios simultaneously.

Preferred Experience:

• Experience in healthcare staffing, professional services staffing, or workforce solutions.

• Prior people leadership experience with direct reports.

• Experience supporting enterprise or MSP client structures.

• Experience contributing to pricing discussions, forecasting, or workforce planning.

• Experience implementing process improvement initiatives across teams.

Success Metrics:

• Team performance against fulfillment and service delivery KPIs.

• Client retention and satisfaction across managed accounts.

• Effective resolution of escalations and risk mitigation.

• Employee engagement, retention, and development within the team.

• Improvement in operational consistency and workflow adherence.

• Contribution to overall departmental performance goals.