Senior
Manager - Client Service to lead a high-performing team of Talent Activation Specialists responsible for implementing and optimizing Talent Technology solutions - including Recruitment, Performance, Compensation, and Succession Planning modules - aligned to client business needs. This leader drives operational excellence, client satisfaction, and team development while ensuring the delivery of best practice talent consulting and scalable, high-quality service.
This role requires a hands-on, business-minded leader who thrives in a fast-paced environment, can balance operational rigor with strategic vision, and embodies the team's core values of Accountability, Resilience, and Connection.
- Do you thrive in a results-driven and dynamic atmosphere where client success, achievement, collaboration, and agility are recognized and highly valued?
- Are you looking for an opportunity to make a difference by using your communication, problem-solving, and project management skills to drive results for our clients?
- Are you looking for an inclusive environment with a culture of collaboration and belonging?
Key Responsibilities- Lead, coach, and develop a team of Talent Activation Specialists to achieve productivity, quality, and client satisfaction goals.
- Oversee activation and support of Talent Technology modules (Recruitment, Performance, Compensation, Succession Planning), ensuring solutions align with client needs and business objectives.
- Serve as the primary leader of the Talent Activation team, managing in-service best practice consulting and continuous improvement initiatives.
- Partner with internal stakeholders across Implementation, Service, and Client Success to enhance the client experience and increase internal understanding of Talent Activation.
- Own operational excellence: optimize team capacity, workflows, and processes to deliver consistent, scalable, high-quality results.
- Oversee financial stewardship: reconcile billing, manage forecasting, and deliver timely, accurate financial reports to VP and GM leadership.
- Manage case queues, client escalations, and service metrics to meet tNPS, case age, and SLA targets.
- Drive a culture of accountability, learning, and collaboration that empowers associates to perform at their best.
- Manage vendor relationships for Talent Technology, ensuring strategic alignment and partnership outcomes.
- Monitor team KPIs, capacity planning, and performance data to inform decision-making and ensure operational sustainability.
- Champion the brand of the Talent Activation team - lead efforts to rebrand, refresh, and relaunch in-service best practice consulting offerings.
- Foster a positive, high-performance culture characterized by ownership, optimism, and a "find the yes" mindset.
- Ensure team readiness through proactive training, process adoption, and continuous improvement initiatives.
- Act as a trusted advisor and communicator with senior leadership, demonstrating strong business acumen, executive presence, and sound judgment.
TO SUCCEED IN THIS ROLE: Required Qualifications
- 2-3+ years of people leadership experience with a track record of developing and motivating high-performing teams.
- Strong understanding of WFN Talent Technology modules (Recruitment, Performance, Compensation, Succession Planning) or similar enterprise HR technology platforms.
- Demonstrated experience in financial reporting, forecasting, and business operations management.
Preferred Qualifications- Proven ability to manage vendor relationships and drive strategic outcomes.
- Exceptional communication and presentation skills, with executive presence and influence.
- Highly organized, detail-oriented, and able to balance multiple priorities under pressure.
- Demonstrated ability to lead through change, inspire accountability, and foster resilience and connection within teams.
- Operates with high impact and low ego - someone others want to work with.
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