Remote Process Excellence Manager Jobs in Hamden, CT

About the Role

Do you thrive in a client-facing environment where exceptional service, relationship management, and operational excellence directlyimpactbusiness growth?

Onward Search is seeking aClient Services Manager (CSM)to join our growing Manufacturing & Engineering team. This role is ideal for someone who enjoys building strong client and talent relationships, managing complex staffing processes, and ensuring a seamless experience from job intake through successful placement and assignment management.

As a Client Services Manager,you'llserve as a critical partner to our clients, recruiters, and consultants, helping drive delivery excellence across manufacturing, engineering, industrial, operations, supply chain, technical, and skilled trades accounts.You'llplay a key role in supporting account growth, maximizing client satisfaction, and ensuring outstanding experiences for both talent and hiring teams.

This is a fully remote position with the opportunity to work alongside a collaborative, high-performing team supporting leading manufacturers, engineering organizations, and industrial employers nationwide.

What You'll Do

A Client Services Manager (CSM)is responsible forsupporting the company's growth strategy for assigned clients.

A CSM's responsibilities include:

• Day-to-day account management support around submissions and placements

• For MSP accounts, partner with program managers to ensure delivery against account KPIs and scorecards

• Manage VMS tools and portals, where appropriate

• Provide administrative support to clients and consultants as needed

Once talent is placed with a client, the CSM is responsible formanaging consultants andassistingwith any issues that may arise, advocating for assignment extensions and renewals, and providing exceptional customer service throughout the engagement lifecycle.

Success in this role is measured by client retention, account headcount growth, gross margin growth, and client and consultant satisfaction.

Client & Account Management

• Qualify incoming jobs, including participating in job intake calls

• Job entry into Bullhorn

• Act as a primary point of contact for clients, where permitted

• Provide consultative support to clientsregardingthe submission and interview process

• Quality review of all candidate submissions prior to client submission

• Monitor submission activity against open requisitions

• Evaluate, approve, and process candidates for client submission while ensuring consistency and efficiency

• Audit and review email andCandidatelycandidate submissions

Interview & Offer Management

• Manage interview scheduling and coordination between clients and candidates

• Conductinterviewdebrief coordination

• Manage the offer process, including confirmation of placement details with clients, MSP partners, and candidates

• Lock entry into Bullhorn

Consultant Care & Assignment Management

• Manage working consultants throughout their assignments

• Assistwith timecard issues as needed

• Confirm assignment end dates

• Manage assignment extensions and renewals

• Complete Quality Calls with Talent (QCTs)andplacementchange requests

• Provide ongoing consultant support and issue resolution

Account Growth & Delivery Excellence

• Identifyopportunities to expand client relationships and generate leads from existing talent, where permitted

• Ensure quality delivery against client expectations and MSP scorecards

• Consistently meet or exceed KPI targets

• DemonstrateOnward'score values internally and externally

Requirements

• 2+ years of experience as a Client Services Manager, Account Executive, Account Manager, Delivery Manager, or similar client-facing role within a staffing agency environment

• Experience supporting manufacturing, engineering, technology, creative, professional services, or industrial staffing accounts

• Experience managing both MSP/VMS and direct-to-client (D2C) accounts

• Proven ability to manage a high-volume requisition workload, typically supporting 30-75 active job orders simultaneously

• Experience working within VMS platforms and staffing technologies, with the ability to work efficiently across systems such as Bullhorn,Candidately, and major VMS portals

• Demonstrated success delivering against client SLAs, KPIs, and performance scorecards

• Strong client relationship management and consultative communication skills

• Ability to balance competing priorities in a fast-paced, metrics-driven environment

• Experience collaborating with recruiters, clients, MSP partners, and internal stakeholders to drive hiring results

• Move with high urgency and speed across our communication tools

• Experience and understanding of VMS/MSP tools and processes

• Bachelor's degree preferred
  

About Onward Group Holdings, LLC:

Onward Group Holdings, LLC is a platform of specialized talent and workforce solutions brands that connect leading organizations with expert talent across high-demand industries. The company combines deep domainexpertise, proven infrastructure, and an expansive talent network to deliver solutions that go beyond traditional staffing.

Withnearly 20years in business, Onward Group Holdings partners with companies, schools, and organizations to help them build high-performing teams and thrive in the future of work.Itsdivisions include Onward Search (Marketing, Creative & Technology), Onward Accessibility (Digital Accessibility), Onward Education (K-12 Education), andTalera(Behavioral Health).

Salary Range:$60,000 - $65,000,based on experience.Comprehensive benefits and PTOpackage, including 401k, offered.Bonus opportunity based on performance

We're committed to making every part of our hiring process accessible and inclusive. If there's any adjustments we can make to support you as you apply and interview, please reach out to
InclusiveHiring@OnwardSearch.com.

Applicants must be at least 18 years old to apply.

Onward is an equalopportunityemployer. We value a culture of inclusion and diversity within our workforce and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment based on race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status as a covered veteran, status in the Uniformed Services of the United States, citizenship and any other characteristic protected by State and Federal law.