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Senior Manager, On-site Worker Experiencebusiness • In-person
Senior Manager, On-site Worker Experience

Senior Manager, On-site Worker Experience

business • In-person
14 days ago
Job type
  • Full-time
  • Permanent
Job description

Job description

HireArt is looking for a highly capable, data-driven, and experienced Senior Manager of On-site Worker Experience to lead and evolve our onsite delivery model across key client accounts.
In this role, you will manage a team of Senior Operations Site Leads and Operations Site Leads embedded across multiple client locations, owning the performance, consistency, and scalability of our onsite workforce operations. You will be responsible for delivering a high-quality, reliable, and proactive experience to both our clients and our contract employees.
This is a high-impact role at the center of how we deliver for our most important clients. You will partner closely with Account Management, Support, Onboarding & Compliance, and Payroll to drive alignment, improve execution, and continuously raise the bar for how we manage contingent workforces on behalf of our clients.

As the Senior Manager, On-site Worker Experience, you’ll:
  • Lead and develop a distributed team of on-site operators, including Senior Operations Site Leads and Operations Site Leads across multiple client locations, setting a high bar for performance, accountability, and ownership
  • Own the performance of onsite workforce operations, including key metrics such as response times, resolution quality, escalation rates, and worker experience (e.g., NPS)
  • Own workforce health and retention outcomes, identifying drivers of turnover, and implementing strategies to improve retention and engagement
  • Drive operational rigor through data and systems, using Zendesk and internal reporting to monitor performance, identify trends, and take action quickly and decisively
  • Own the development and rollout of workforce policies, ensuring they are clearly defined, consistently applied, and aligned with both client needs and operational realities
  • Partner closely with Account Management and client stakeholders, maintaining strong alignment on priorities, surfacing risks and patterns early, and supporting overall account health
  • Act as the escalation point for complex or high-impact workforce issues, ensuring consistent, high-quality handling and clear communication
  • Drive the evolution of our onsite delivery model, helping shift from reactive support to proactive workforce management, with clear ownership of the employment experience
  • Lead high-impact operational initiatives such as site launches, site closures, and workforce reductions (RIFs)
  • Travel regularly to onsite locations to build relationships, assess performance, and support team development

Requirements

  • 7+ years of experience in Operations, Workforce Management, HR, or a related field
  • Experience managing distributed or on-site teams, ideally across multiple locations
  • Strong experience with support operations and ticketing systems (Zendesk or similar)
  • Demonstrated ability to own and improve operational metrics (SLAs, resolution times, quality, retention, etc.)
  • Experience working with large, complex client environments
  • Strong analytical skills and comfort working with data and reporting tools
  • Excellent communication and stakeholder management skills
HireArt offers a benefits package that includes:
  • Generous Individual Coverage Health Reimbursement Arrange ("ICHRA") allowance for reimbursement of medical premiums for employee, spouse and children
  • 100% employer-covered dental and vision insurance premiums employee, spouse, and children
  • Health, Dental, and Vision insurance for employee, spouse, and children
  • Life and disability insurance
  • Paid Parental Leave
  • Work-from-home support, including:Workspace/home office set-up stipendCompany supplied Apple laptopPhone/internet stipend
  • Uncapped PTO, including paid office holidays
  • 401(K) through Fidelity
This is a full-time, permanent position with HireArt and is open to candidates who reside and are authorized to work in the United States and able to work during Eastern Time Zone business hours. Unfortunately, we're unable to offer sponsorships or do corp-to-corp.
HireArt values diversity and is an Equal Opportunity Employer, which is why we are interested in every qualified candidate, regardless of their background, how they identify, or their inclusion in any protected class.

HireArt provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.

HireArt will provide reasonable accommodations to applicants and employees who need them because of a disability or to practice or observe their religion, absent undue hardship, to the extent required by applicable law.Company descriptionHireArt's mission is to make it easy for companies to build and manage a world-class contract workforce.

Today, mid-sized companies with contract workforces must navigate significant legal, financial, talent acquisition, and operational complexities to build and manage these workforces on a global scale. In most cases, they rely on a stack of point solutions: agencies to source and employ talent, a software system to track workers and agencies (VMS), and a service to provide day-to-day management of the program (MSP). The default contract workforce stack doesn’t provide much visibility into or control over the workforce, because the pieces of the stack don’t integrate well together, resulting in massive administrative headaches and frustration for companies.

HireArt’s delightful intersection of humans and software provide all of the tooling needed for mid-sized companies to hire contractors anywhere in the world compliantly, and contract workers to have as great an experience as full-time employees have day-to-day.
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