Client and Stakeholder Support 

• Serve as a day-to-day point of contact for hiring managers, HR business partners, and other program users, and as a first line of support on escalations.
• Build trusted working relationships through responsive, reliable, plain communication.
• Resolve client, supplier, worker, operational, technology, and billing issues within their authority, and raise sponsor-level or commercial matters to the Account Director with a recommendation where possible.
• Represent the program credibly in front of stakeholders and sponsors when called on. 

Delivery and Operational Excellence 

• Own an assigned portfolio of requisitions from intake through fill, ensuring timely, high-quality, compliant delivery.
• Support day-to-day execution across requisition fulfillment, independent contractor compliance, onboarding and offboarding, co-employment risk, and workforce reporting.
• Monitor delivery against service-level agreements (SLAs) and key performance indicators (KPIs), and flag risks and trends early.
• Proactively identify issues and propose solutions rather than waiting for direction.
• Adhere to established procedures, contractual requirements, and client policies, and support process improvements from what they see on the ground.
• Maintain working knowledge of employment law, worker classifications, and state-specific payroll requirements affecting the contingent workforce 

Team Support and Collaboration 

• Act as the senior resource peers turn to for guidance on complex delivery, classification, and stakeholder situations.
• Partner closely with the other Account Managers, Direct Sourcing, and Operations to keep delivery coordinated across the account.
• Support the onboarding and ramp of new team members through informal mentoring and knowledge sharing.
• Serve as deputy to the Account Director, providing full coverage during absences, holding escalations, and ensuring no requisition or client need goes without an owner. 

Reporting and Analysis 

• Own the accuracy and timely delivery of weekly, monthly, and ad hoc reporting, and pull the requisition and delivery data that feeds business reviews.
• Support the Account Director in preparing Quarterly Business Reviews and client updates.
• Analyze headcount, fulfillment, utilization, supplier performance, and spend, and translate the numbers into clear takeaways, not just data.
• Surface opportunities to improve program performance or expand adoption to the Account Director. 

Supplier and Talent Management 

• Manage day-to-day supplier engagement on assigned reqs: distribution, submittal quality, interview coordination, and offer management.
• Hold suppliers to program standards, including reply-time and submittal-quality expectations, and flag performance concerns to the Account Director.
• Ensure hiring managers receive timely, well-curated candidate slates.
• Support supplier communication, feedback, and program education. 

Program Adoption and Education 

• Support strategies that increase program awareness, adoption, and compliance across the client organization.
• Deliver training and educational materials for hiring managers, HR, Procurement, suppliers, and other users.
• Ensure new program users understand the program's services, processes, and expectations.
• Support change-management and communication efforts tied to new processes, services, and technology. 

VMS and Technology 

• Work in the vendor management system (VMS) daily as the primary tool for requisition, candidate, and assignment management.
• Maintain data quality and reinforce good data hygiene with hiring managers and suppliers.
• Support VMS training and troubleshooting for client and supplier users.
• Support implementations, enhancements, testing, and process documentation as the program evolves, and flag opportunities to use the system better. 

#LI-AJ3

• 4-6 years of experience in managed service programs, contingent workforce management, staffing, HR, or procurement.
• Experience owning a full delivery workload within a high-touch MSP account; experience acting as a deputy or senior individual contributor is a strong plus.
• Working knowledge of MSP delivery models, Vendor Management Systems, staffing operations, employment law, worker classifications, and compliance.
• Strong stakeholder relationships and the credibility to represent the program directly.
• A track record of helping a program meet its SLAs, KPIs, and client satisfaction goals.
• Sound financial and commercial understanding, including the ability to read program analytics and understand how the account performs.
• Strong analytical skills, with experience building, validating, and presenting reports.
• Exceptional communication, organization, planning, and stakeholder-management skills.
• Ability to translate complex information into practical recommendations.
• Ability to manage competing priorities and drive work through completion.
• Advanced proficiency in Microsoft Excel and PowerPoint.
• Experience in pharmaceutical, life sciences, or another highly regulated industry preferred.
• Onsite MSP delivery experience is a plus.