Details:
We are seeking a highly strategic and hands-on Director of Staffing Account Management to lead and grow a portfolio of enterprise staffing accounts while managing a high-performing team of Account Managers across North America. This leadership role will be responsible for client governance, account growth, operational excellence, contract management, and the delivery of a white-glove customer experience.
The ideal candidate is an experienced staffing industry leader who understands the full staffing lifecycle, has previously served as both a recruiter and account manager, and possesses the business acumen to drive revenue growth while maintaining operational rigor. This individual must be comfortable rolling up their sleeves, engaging directly with clients, solving complex staffing challenges, coaching teams, and partnering with offshore recruiting delivery organizations.
This role will play a critical part in shaping the future of the staffing business by improving processes, implementing best practices, leveraging technology, and adapting to the rapidly evolving workforce solutions landscape.
Key Responsibilities:
Team Leadership & Development
- Lead, mentor, and develop a team of Account Managers responsible for strategic staffing accounts.
- Establish performance expectations, account management standards, and governance best practices.
- Drive accountability across the organization through KPIs, service level agreements (SLAs), and client success metrics.
- Foster a culture of client-centricity, collaboration, continuous improvement, and operational excellence.
Client Relationship Management & Governance
- Lead executive business reviews (EBRs), quarterly business reviews (QBRs), and ongoing governance meetings.
- Build trusted advisor relationships with procurement leaders, HR executives, hiring managers, MSP partners, and client stakeholders.
- Ensure client satisfaction through proactive communication, issue resolution, and continuous service improvement.
- Drive account expansion opportunities through workforce planning, talent strategy discussions, and consultative engagement.
Business Growth & Account Expansion
- Develop and execute growth strategies across existing staffing accounts.
- Identify opportunities to expand service offerings, increase wallet share, and deepen strategic partnerships.
- Collaborate with sales, recruiting, delivery, and operational teams to maximize account performance.
- Participate in RFP responses, pricing reviews, staffing solution design, and workforce planning initiatives.
- Support new client onboarding and transition activities.
Staffing Operations & Delivery Partnership
- Partner closely with offshore and global recruitment delivery teams to ensure recruiting performance aligns with client expectations.
- Monitor recruiting effectiveness through fill rates, time-to-fill, quality metrics, retention rates, and candidate experience measures.
- Work directly with recruiting leadership to improve delivery processes and workforce outcomes.
- Escalate and resolve operational challenges impacting client success.
- Work closely with Finance and Shared Services Teams to support billing, budget creations, and annual/quarterly forecasts.
Contract & Compliance Management
- Review and interpret staffing contracts, Statements of Work (SOWs), Master Service Agreements (MSAs), supplier agreements, and client amendments.
- Ensure compliance with contractual obligations, staffing regulations, and client-specific requirements.
- Collaborate with legal, finance, procurement, and operational stakeholders regarding contract modifications and risk mitigation.
- Support commercial discussions including pricing models, markups, bill rates, and workforce solution structures.
Technology & Process Optimization
Maintain a strong understanding of staffing technologies, including:
Applicant Tracking Systems (ATS)
Vendor Management Systems (VMS)
CRM platforms
Timekeeping and Payroll Systems
Workforce management and reporting tools
Drive adoption of technology solutions to improve operational efficiency and customer experience.
Evaluate and implement process improvements that increase scalability and profitability.
Leverage data, analytics, AI, and automation tools to improve account performance and decision-making.
Industry Leadership & Innovation
- Stay current on staffing industry trends, workforce regulations, labor market changes, and emerging technology solutions.
- Bring innovative ideas and proven best practices to improve account management and service delivery.
- Shape strategic direction for the staffing organization and contribute to long-term growth initiatives.