Workforce Manager

Workforce Experience Manager

Function: Workforce Experience (WFx)

Team: Onboarding & Talent Experience

Role Type: Management | People Manager | Client‑Facing

Location: Indianapolis, IN

Salary Range- $70k to $75k base

Role Summary

The Workforce Experience (WFx) Manager is a strategic, client-facing leader accountable for enterprise onboarding governance, workforce readiness, and full consultant lifecycle experience across a multi-client portfolio.

This role provides strategic leadership over governance and compliance escalations across onboarding and early-tenure experience, ensuring Day 1 readiness, consultant lifecycle quality, compliance integrity, and audit defensibility at scale. It is accountable for defining and evolving the WFx operating model, driving standardization, scalability, and continuous improvement across systems and processes in collaboration with stakeholders, clients, payroll, compliance, legal, and our global delivery team (including India GCC).

Core Accountability Areas

Enterprise Onboarding Governance & Operating Model Ownership

• Own and continuously evolve the onboarding governance framework, ensuring scalability, consistency, and compliance across all client portfolios
• Establish Day 1 readiness initiatives, overseeing system setup, client documentation, VMS alignment, payroll accuracy, and access provisioning
• Serve as final escalation authority for complex onboarding exceptions, compliance, and workforce readiness decisions
• Drive alignment and data integrity across ATS, VMS, HRIS, and payroll platforms at scale
• Define and implement quality assurance models, audit mechanisms, and control points across onboarding operations

Strategic Client & Executive Stakeholder Leadership

• Act as astrategic partner to client leadership, influencing onboarding strategy, experience design, and service delivery models
• Lead executive-level governance forums, including Quarterly Business Reviews, with data-driven insights, risk trends, and forward-looking recommendations
• Own high-impact escalations across onboarding, payroll, and talent experience, ensuring resolution and stakeholder alignment
• Drive proactive stakeholder engagement strategies to mitigate risk and strengthen client relationships
• Conduct regular stakeholder check-ins and meetings with client partners, staffing leaders, payroll, compliance, and internal teams
• Lead new client acquisitions and expansions by designing onboarding frameworks aligned to client-specific onboarding and service requirements

Risk Management, Escalation Strategy & Compliance Oversight

• Establish and lead a structured escalation and risk management framework across onboarding and early lifecycle processes
• Manage Talent Experience escalations for assigned client portfolio, ensuring continuity beyond Day 1
• Ensure audit readiness and compliance adherence across all onboarding documentation, agreements, and workflows
• Oversee payroll risk mitigation, including systemic issue identification, root cause analysis, and long-term corrective actions in collaboration with
• Identify enterprise-level risks and implement preventative controls, escalating systemic concerns to leadership as needed
• Partner with legal & compliance to identify and align risk functions with regulatory and contractual requirements

Operational Excellence, Documentation & Standardization

• Own the WFx documentation strategy, ensuring standardized, scalable, and audit-ready work instructions and templates
• Govern the WFx Training Library as the single source of truth, driving adoption and consistency across global teams
• Lead continuous improvement initiatives across onboarding workflows, systems, and service delivery models
• Drive automation and process optimization efforts to improve efficiency, accuracy, and scalability
• Ensure consistency in subcontractor and employee agreement processes, including redlining and execution workflows

Metrics, Insights & Experience Strategy

• Define and own the WFx performance framework, including KPIs, SLAs, and experience metrics across onboarding and early tenure
• Deliver executive-level reporting and insights on onboarding performance, risk trends, and experience outcomes
• Lead CSAT, NPS, and early-tenure feedback strategies, translating insights into measurable service improvements
• Leverage data to drive strategic decisions, operational enhancements, and client value creation
• Establish predictive analytics and trend analysis capabilities to proactively address experience and operational risks

Workforce Lifecycle & Experience Continuity

• Oversee end-to-end workforce lifecycle transition from onboarding into ongoing Talent Experience ownership
• Govern consultant extensions, workforce planning alignment, and post-hire experience continuity
• Ensure consistent execution of client-specific onboarding programs, including remote and global orientations
• Lead asset management and recovery strategies across client portfolios
• Manage 30‑60‑90 day feedback programs, tracking outcomes and trends across client portfolio
• Govern consultant redeployment and exit strategies for client portfolio

Organizational Leadership & Global Capability Building

• Lead and develop a multi-layered onboarding organization, including managers, leads, and specialists across global delivery teams
• Define organizational structure, capacity models, and workforce planning strategies to support growth and scalability
• Establish performance management frameworks, succession planning, and leadership development pipelines
• Drive capability building across global teams (including India GCC), focusing on decision-making, risk assessment, and service excellence
• Foster a culture of accountability, continuous improvement, and operational rigor aligned to WFx standards

Success Measures (Outcomes-Based)

• Enterprise-level Day 1 readiness with minimal downstream defects and rework
• Sustained reduction in preventable escalations, compliance risks, and payroll errors
• Strong performance across audits, regulatory compliance, and internal governance reviews
• Measurable improvement in consultant experience (CSAT/NPS) and early-tenure outcomes
• Scalable, standardized onboarding model supporting multi-client growth
• Demonstrated leadership bench strength and internal talent progression

Required Skills & Capabilities

• Executive-level leadership and organizational development capability
• Strong strategic thinking with the ability to translate vision into scalable operating models
• Advanced risk assessment, decision-making, and governance expertise
• Exceptional stakeholder management, including executive client engagement
• Deep understanding of workforce operations, onboarding, payroll, and compliance ecosystems
• Proven ability to lead in complex, multi-client, and global delivery environments

Education & Experience

• 5–10 years of experience in Workforce Experience, US HR Operations, Talent Experience, or related fields
• Staffing Industry Experience managing Onboarding and Talent Experience
• Significant leadership experience managing global teams
• Experience designing and scaling operating models across multi-client environments
• Strong familiarity with global delivery structures, including India GCC models
• Bachelor’s degree required in Human Resources, Operations, Business Administration or a related field