Manager, Client Experience Job180662

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Why You'll Love This Job

The Manager, Client Experience leads the Client Advisor function with one central focus: building a high-performing team of Client Advisors who independently own their client relationships, serve as trusted talent partners to their hiring manager communities, and operate as data-fluent, consultative advisors. The Manager prepares the team, ensures data integrity, and supports CM relationships, stepping in when escalation or program-level context is needed, but keeping day-to-day client activity where it belongs: with the Client Advisors. A core part of this role is developing Client Advisors to interpret pipeline metrics, offer conversion data, and hiring manager performance trends, and to use that insight proactively in client conversations rather than reactively in escalations. As AI tooling becomes central to how candidates are screened and scheduled, the Manager ensures the team can speak confidently to AI-driven insights and use them to strengthen credibility with hiring managers.

Must reside in Texas or Oklahoma.

Responsibilities

  • Build, elevate, and develop a team of Client Advisors into confident, independent talent partners who own their hiring manager relationships end-to-end
  • Drive consistency in how hiring managers are supported across clients and teams
  • Establish Client Advisor playbooks, quality standards, and accountability frameworks that define what excellent looks like in the role
  • Establish clear performance expectations, KPIs, and accountability standards
  • Serve as the primary escalation point for complex hiring manager concerns and operational issues
  • Monitor Client Advisor performance across accounts and proactively surface risks, patterns, and development needs to the SDO
  • Build and maintain the operating rhythm of the Client Advisor function, meeting cadences, reporting, and escalation protocols
  • Hire and onboard new Client Advisors as the team scales
  • Partner closely with Candidate Experience and Client Management teams
  • Build and maintain a data literacy program for the Client Advisor team, teach Client Advisors to read pipeline reports, interpret conversion metrics, and use offer acceptance trends to drive HM conversations
  • Ensure Client Advisors can articulate AI-driven screening and scheduling outputs to hiring managers, translate what the technology is doing into language clients understand and trust
  • Use data to identify performance patterns across accounts, surface early indicators of HM disengagement, pipeline risk, or requisition quality issues before they escalate
  • Partner with the Pipeline team to align on how AI tool outputs are communicated upstream to HMs through the Client Advisor layer
  • Establish reporting cadences that give Client Advisors the right data at the right time to walk into every HM conversation prepared
  • Develop a team that anticipates client and operational needs, identifies risks early, and takes action before issues require escalation.

Skills & Qualifications

  • 5+ years in staffing, RPO, or talent acquisition
  • 2+ years in a people management or program leadership role with clear team development outcomes
  • Experience partnering with client-facing or account management teams in an operational capacity
  • Strong data literacy, ability to translate operational metrics into clear, client-ready narratives
  • Proven ability to build coaching systems and accountability frameworks, not just manage numbers
  • Excellent communication and stakeholder management skills across internal and client-facing audiences
  • Comfortable working with recruiting metrics and dashboards, able to coach others on data interpretation, not just read reports personally
  • Must reside in Texas or Oklahoma.

Why This Role Matters
The Manager, Client Experience is the force multiplier behind the entire Client Advisor function. By building a team of skilled, independent talent partners, establishing the standards that define great client engagement, and ensuring the Delivery team always has a credible voice alongside Client Management, this role directly determines the ceiling of what the function can achieve. When this role is done well, the hiring manager experience is consistent, proactive, and high-quality at every account, not just the ones at risk.
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