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Overview:

The Client Service Delivery Manager is responsible for providing direct support and leadership to the Client Service Delivery Team and company to ensure the timely and effective application of TrueBlue processes and procedures as they support the Senior Director of Specialty & MSP and the company mission. This person will support the customer and MSP/VMS relationship with a focus on improving customer experience, account retention and sales growth. This position requires organizational, project management, strategic, interpersonal and computer/data management skills as well as independent judgment to anticipate and solve problems to maintain smooth and professional client service delivery experience. The Client Service Delivery Manager interacts and serves as a point of contact with crossfunctional leadership members. All aspects of this position impact revenue, retention and overall service.

Location: Santa Ana, CA

Responsibilities:

• Create and manage service, MSP and VMS processes and procedures to drive operational excellence for all applicable touch points in the customer experience including customer inquiries, orders, fulfillment, problem resolution, and retaining existing customers for all PeopleReady Specialty & MSP National AccountsDefine expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels. Leads and motivates the team to meet those service goals accordingly

• Be the subject matter expert for this segment of PeopleReady business including knowledge of MSP partners that are critical to customer success. Partner with operations and sales teams after identifying specific customer service issues and trends; implements appropriate action plans to address root cause

• Hire, train, mentor, develop, schedule work, direct and manage performance for supervisor role. Attract, select, and retain high caliber, diverse talent able to successfully achieve or exceed business goals. Build a cohesive team that works well together

• Identify system and workflow improvements to enhance the team's efficiency and relies on extensive experience and judgment to plan and accomplish goals and tasks

• Ability to understand, implement and navigate complex VMS tools for customer and field

• Be the point of contact with account/program manager level MSP representatives developing relationships to ensure success

Qualifications:

• At least 3 years of operational and customer management experience in the MSP/VMS field is preferred

• Must have experience managing customer inquiries, product fulfillment and services, and is accountable for problem resolution success and a focus on retention

• Ability to work independently, organize and prioritize workload to meet deadlines, utilize a wide degree of creativity and latitude to accomplish goals, understand business implications of decisions, and complete multiple tasks/ projects with minimal supervision in a fast-paced environment

• Strong verbal and written communication, the ability to communicate effectively, conduct meetings, and deliver formal presentations. Must be able to interact and influence at all levels of the organization

• Ability to drive team efficiency and productivity while fostering a positive, motivational work environment that supports collaboration and teamwork

• Strong problem solving, attention to detail, and analytical ability. Ability to analyze and consider potential conclusions as it relates to historical data and current events to anticipate business needs and implement plans accordingly

• Works effectively and proficiently with customers, vendors and management team to build relationships and investigate and resolve issues and challenges

• Strong process and project management skills or certification

• Strong customer and team interpersonal and leadership skills with the ability to motivate and influence others

• Conducts business with integrity, high moral standards, and ethical behavior.

Salary Range:

The salary for this position is anticipated to range between $66,000 and $68,000 per year, plus eligibility for incentive, subject to plan terms.

Pay is based on qualifications necessary for the position, including experience, training and other considerations permitted by law. We consider qualified applicants with arrest and conviction records in accordance with applicable law.

Also provided are a laptop, cell phone, home office, and supplies along with mileage reimbursement.

Benefits and Well-Being:

We offer a competitive benefits package, including 6 paid holidays, 1 paid floating holiday and up to 20 days of Paid Time Off per year, Medical/Dental/Vision insurance, Company-matching 401(k) and Employee Stock Purchase Program, in addition to other programs and perks. More details about our benefits can be found by copying and pasting this URL into your browser: https://bit.ly/4jHhQEZ .

TrueBlue, Inc. and its brands welcome and encourage applications from candidates with disabilities. Accommodations are available upon request for candidates taking part in the application or interview process. If you require disability-related accommodation during the application or interview process, please contact your Recruiter directly, Employee Relations at HR-Advice@trueblue.com , or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the application or interview process to ensure that the accommodation provided takes into account the applicant’s individual accessibility needs.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Centerline Drivers, a TrueBlue company, is a trusted staffing and compliance partner in the transportation industry with over 45 years of expertise. We specialize in connecting professional truck drivers with the right opportunities while providing our clients with a reliable and safety-focused workforce. Each year, we fill thousands of assignments across the U.S., helping businesses maintain efficiency and productivity.

Our commitment to safety, client satisfaction, and driver support is exemplified by our perfect DOT audit record and dedicated 24/7 service center. With advanced driver recruitment technology and a dedicated mobile app, Centerline makes it easy for drivers to find positions that match their skills and lifestyle, while businesses benefit from expertly matched drivers ready to meet their unique needs.