The Manager, Program Management operates as an individual contributor and is responsible for executing the client relationship model effectively. While expansion opportunities may be identified, this role primarily escalates growth initiatives to senior leaders rather than driving them independently.

What You'll Do:

Client Relationship Ownership

• Serve as the primary contact for a single client program.

• Lead regular client meetings, performance reviews, and operational updates.

• Maintain strong understanding of client structure, workforce priorities, and key stakeholders.

• Ensure client satisfaction through responsiveness, accountability, and clear communication.

Operational Performance & KPI Management

• Own program-level KPIs such as fill rate, time-to-fill, service responsiveness, quality metrics, and retention indicators.

• Monitor performance trends and implement corrective action plans when needed.

• Partner with internal stakeholders to ensure service delivery aligns with client expectations.

• Drive consistent execution of governance rhythms including QBRs and performance reporting.

Escalation & Issue Resolution

• Manage client escalations and coordinate cross-functional solutions.

• Identify operational risks and proactively mitigate service disruptions.

• Escalate expansion opportunities or high-risk concerns to senior leadership as appropriate.

Cross-Functional Alignment

• Partner with recruiting, operations, credentialing, and support teams to align execution.

• Ensure internal teams understand client priorities and service expectations.

• Reinforce accountability and follow-through across stakeholders.

Education and Certifications:

• Required: High School Diploma or GED

Required Experience:

• 5+ years of experience in staffing, workforce solutions, client services, or related roles.

• Demonstrated experience managing client relationships or operational programs.

• Proven ability to manage performance metrics and service delivery outcomes.

• Strong experience leading client meetings and structured governance discussions.

• Ability to manage escalations professionally and effectively.

Preferred Experience:

• Experience supporting enterprise or multi-site client programs.

• Experience delivering QBRs and performance reporting.

• Experience working within KPI-driven service models.

• Exposure to pricing, contract structures, or service model economics.

Success Metrics:

• Retention and health of assigned client program.

• Achievement of defined program KPIs.

• Reduction in service delivery disruptions or preventable escalations.

• Positive client satisfaction and relationship feedback.

• Effective governance execution and follow-through on action items.

Compensation:

• The expected base salary range for this position is $100,000 - $120,000 annually. The final compensation offered will be determined based on a number of factors, including but not limited to skills, qualifications, experience, and location.

Location:

• This role is hybrid for candidates located within a reasonable commuting distance to our Edmond, OK or Frisco, TX offices. Candidates outside a reasonable distance from either office are eligible for a fully remote arrangement.