The Customer Event Manager will lead the team responsibility for coordinating and delivering post-Notification Support, Workshops and Webinars to LHH Candidates. This person will partner with the Director of Candidate Experience and delivery functions to support the flow of delivery requests to completion and ensure all facets of delivery management are completed accurately and within acceptable timeframes. They are additionally accountable forto efficient and effective deployment of career coaches and facilitators for delivery, including demand management and workforce planning to ensure the delivery team is staffed optimally.

Reporting Relationships:

• Director, Candidate Experience

Direct Reports:

• Resourcing Coordinator
• Resourcing Specialist
• Facilitator/Coach

Location:

• US or Canada, Remote

Travel:

• Yes - annual or bi-annual leadership meetings.

Languages:

• English

In this role you can expect to

Key Accountabilities

• Provides resourcing and delivery escalation support; prioritizes and responds to service issues and operational blockers and escalates to delivery leadership when needed.
• Manages hiring, training, coaching and termination of Resourcing team and facilitators.
• Provides coaching and mentorship to the Resourcing Team with all resourrucing and process-related tasks.
• Ensures Resourcing Team works effectively and efficiently alongside other centralized groups, leaders, and Consultants.
• Partners with Director of Candidate Experience and Directors of Delivery to support Resourcing Team and facilitators with all facets of LHH’s customer service practice including training, coaching and process alignment.
• Leads Resourcing Specialists and facilitators with delivery process support.
• Monitors project management channels (Microsoft Planner, shared email, Teams) and ensures that all Customer Event resources are properly staffed, and that both internal and external inquiries are prioritized and completed within acceptable timeframes.
• Oversees billing of referrals and expenses and ensures completion by month end.
• Leads alignment and ensures team members adopt country and/or region-specific processes.

Key Performance Indicators

• Maintain 95%+ on-time completion for facilitator sourcing.
• Efficient, effective, and low-cost deployment of facilitators across North America.
• High degree of accuracy of team task completion and proactive communication to stakeholders.
• Strengthen efficiency through coaching, and continuous process improvement.
• Uphold LHH core values: Evolving with Purpose; Learn Every Day; Reach High; Own It; Win Together; Make It Fun.
• Demonstrate role competencies: Purposeful Collaboration; Customer Centricity; Embracing New Technologies; Driving Results; Effective Communication; Strategic Thinking; Navigating Change; Developing Others; Curiosity & Learning.

Here’s what you’ll need to succeed

• Undergraduate degree.
• 5 years of corporate or professional experience.
• 2 years of experience in a project manager or facilitation role.
• Comprehensive Career Transition product knowledge.
• Ability to effectively coach and lead team members.
• Excellent oral and written communications skills when sharing information or instructions with other team members as well leaders, customer success, and customers.
• Expert user of Microsoft Office, WebEx/Skype and custom web-based applications and CRMs.
• Experience working in dynamic shared work platforms such as shared email boxes and project management software.
• Experienced customer service and/or project management expert with a professional image and attitude, who is sensitive to and enjoys helping people; able to maintain calm, respond and act when requests surface from stakeholders both internal and external.
• Ability to review complex or ambiguous information and assess required next steps to resolve a internal or external customer’s inquiry to their satisfaction.
• Demonstrated ability and success working in a virtual work environment.
• Team player and leader willing to do any task or go the extra mile to help; can prioritize and organize tasks with the ability to handle numerous tasks simultaneously.
• Highly productive self-started, with the ability to work with all levels with an organization and remain agile with changing processes and priorities; can create order out of ambiguous work.
• Strong fluency in French Canadian (preferred but not required).

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment
• We foster an open-minded environment where people spark new ideas and explore alternatives
• Comprehensive benefits package including health, PTO, Paid Holidays
• Range $70,000-79,000 per year

Placement within this range is determined based on geographic location, experience, and other compensatory factors.

The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can’t just rely on what works today, working tomorrow. They need to be ready for next.

LHH exists to help individuals, teams, and organizations find and prepare for what’s next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.

LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we’re here to make sure the future works for everyone.

A division of the Adecco Group – the world’s leading HR solutions provider – LHH’s 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It’s why most of the Fortune Global 500 companies choose to work with us.

This is LHH.

Ready for Next.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled.

For additional information on our Diversity and Inclusion policy, please consult the following link:  https://www.lhh.com/us/en/diversity-and-inclusion