Program Manager

OVERVIEW:

The Program Manager is responsible for maintaining the integrity of a robust staffing and recruitment program for a large account. Strategic planning and results driven leadership will be underlying factors in the success of this role.

RESPONSIBILITIES AND DUTIES:

Values & Culture

• Foster and protect Balance’s culture and values through day-to-day interactions, promoting authenticity, passion, tenacity, and agility across the organization.
• Demonstrate exceptional customer service through responsiveness, accountability, and commitment to excellence.
• Supervise and mentor Program Managers and Onsite Managers, supporting their career growth and ensuring alignment with company culture and values.
• Lead by example, coach teams to uphold professionalism, inclusivity, and a supportive working environment.

Profitability

• Identify and capitalize on opportunities for growth within existing accounts, including new departments or locations, to increase revenue streams.
• Collaborate with recruitment teams to ensure fulfillment of client needs, holding teams accountable for high-quality delivery that retains and grows accounts.
• Track program metrics and success rates, suggesting areas for operational and financial improvement.
• Set service level expectations and ensure client commitments are met or exceeded, contributing to client retention and revenue consistency.
• Present value-added services that strengthen the partnership and open doors to upselling or cross-selling opportunities.

Impact

• Build and maintain relationships with key client stakeholders through consistent, value-driven communication and engagement.
• Understand clients’ staffing needs deeply and position Balance Staffing as the ideal partner, delivering tailored workforce solutions.
• Manage contract employees on assignment, addressing issues proactively and ensuring alignment with client expectations.
• Handle logistical components of placements (job duties, supervisors, interview scheduling, etc.) to guarantee smooth onboarding and long-term fit.
• Partner with payroll to manage timecards and pay issues efficiently, reducing administrative friction for clients and consultants.
• Lead, develop, and coach team members to ensure consistent execution of Quarterly Business Reviews (QBRs) that inform and enhance client partnerships.
• Stay ahead of industry and market trends to provide strategic staffing insights that influence client decisions and enhance organizational outcomes.

QUALIFICATIONS:

• Bachelor’s degree in business administration, sales, marketing or related field (preferred)
• Excellent communication/presentation skills and ability to build relationships
• Confident, self-motivated, high energy and strong relationship building skills
• Outstanding knowledge of MS Office; knowledge of CRM software
• Ability to thrive in a fast-paced, deadline-driven environment
• Positive and professional attitude
• Highly collaborative and eager to learn and contribute in a team environment
• Must have a valid driver’s license

SKILLS AND CAPABILITIES:

• Exceeds customer expectations by anticipating needs and providing personalized solutions. Builds trust through genuine engagement and proactive communication, consistently delivering exceptional service that enhances the organization’s reputation and loyalty.
• Teamwork and Collaboration: Inspires and motivates team members with strong interpersonal skills and a positive attitude. Fosters collaboration by encouraging participation and valuing diverse viewpoints. Demonstrates leadership by facilitating teamwork, resolving conflicts, and building consensus to achieve common goals.

PHYSICAL DEMANDS/REQUIREMENTS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. On occasion, duties may require the wearing of proper safety equipment in areas where such equipment is required. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit, stand; walk; use hands to finger; handle or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This job requires the ability to work 40 hours a week, Monday through Friday with the regular expectation and flexibility to work outside of business hours. This is contingent on the needs of the business and the needs of our clients/customers.

WORK ENVIRONMENT:

This job operates in a professional office environment and requires the flexibility to work both in person at a Balance office as well as remotely/from home. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

TRAVEL:

This position may require driving up to 50% of the time.