Program Leader, Workforce Solutions

The Program Leader, Workforce Solutions offers a unique opportunity to shape and grow existing client relationships. You will design and implement high-performance programs while identifying new avenues for expansion and revenue generation. Role: The Program Leader is responsible for managing and overseeing client-specific payroll and contingent workforce programs. This includes ensuring smooth operations, resolving issues promptly, driving compliance, and identifying opportunities for continuous improvement and growth. The role acts as the primary liaison between the client and Procom’s Client Services team, ensuring program excellence and strong partnership outcomes. Responsibilities: Client & Relationship Management. Serve as the primary point of contact for day-to-day program activities, inquiries, escalations, and service delivery. Conduct regular client meetings, including operational reviews and QBRs. Build strong client partnerships through proactive engagement initiatives (on-site meetings, business lunches, events, etc.). Ensure client satisfaction by maintaining service levels, addressing issues, and communicating updates effectively. Communicating with internal teams (legal, operations, HR). Identifying opportunities for growth within the client and making appropriate introductions to the sales team or SMEs at Procom. Provide guidance to Team Leads and Client Services to ensure consistent delivery and aligned handling of client requirements. Lead escalation strategy by determining appropriate responses, coordinating internal stakeholders, and ensuring timely and accurate resolution of complex issues. Service as central alignment points between Procom’s internal teams and the client, ensuring decisions, updates and policies are implemented in a way that meets client expectations. Develop comprehensive annual account plans that outline strategic objectives, revenue targets, growth opportunities, and key initiatives for each account. Track progress against the annual account plan. Identify risk and compliance gaps and operational challenges within the account and develop mitigation strategies. Lead change management and communication planning when client requirements or internal processes evolve. Monitor annual Account health and performance metrics to guide decision making across the year. Ensure smooth functioning of client programs while maintaining compliance with legal requirements, regulations, and client-specific policies. Support contractor management activities including onboarding, issue resolution, payment inquiries, and collections. Investigate and resolve issues related to contractors, invoicing, transactions, or operational workflows. Conduct regular meetings with client service team and/or leads who manage the account to improve operational efficiency of the accounts and address issues and escalations. Oversee end to end worker lifecycle processes including onboarding, worker support, engagement changes, and offboarding to ensure consistency and compliance. Coordinate cross functional alignment with Finance, Legal, Operations and Compliance to resolve complex program issues and ensure decisions meet both client and internal requirements. Support International worker onboarding workflows and collaborate with Finance and Operations on payment accuracy and reconciliation requirements. Guide, support, and ensure the existence of adequate process documentation, governance materials and audit workflows, and client-specific process guides to promote operational consistency and audit readiness. Generate operational, compliance, and performance reports as requested (e.g., issue logs, supplier reports). Monitor program performance, identify trends, and lead initiatives to improve operational efficiency. Use data to develop insights that support decision-making and drive continuous program improvement. Lead or support workforce-related projects, ensuring alignment with SLAs, KPIs, and program objectives. Manage relationships with staffing agencies and other service providers to ensure service quality and compliance. Support contract, vendor, and service delivery oversight in medium to large contingent labor or workforce management environments. Provide proactive direction to vendor partners regarding compliance expectations, documentation standards, and onboarding requirements to ensure program alignment. Skills & Knowledge Required: Minimum 3 years in a Customer Success role, preferably in a software or service-based environment. Bachelor’s degree preferred in Human Resources, Supply Chain Management, Business Administration, or equivalent. Familiarity with labor laws, regulatory frameworks, and compliance requirements for contingent workers. Knowledge of worker classifications such as W-2, 1099, T4, Sole Proprietor, and Independent Contractors. Experience supporting medium to large contingent labor programs within staffing, corporate HR, MSP, or workforce solutions environments. Exposure to contract handling, supplier relationships, and operational service delivery. Experience managing staffing agencies or service vendors, ensuring performance, compliance, and contractual adherence. Background in customer success, account management, or client relationship roles in a B2B context. Experience overseeing workforce or operational projects with strong knowledge of SLAs, KPIs, metrics, and reporting. Ability to use data to analyze program performance and generate actionable insights. Hands-on experience with HRIS, VMS, or ERP systems such as Beeline, SAP Fieldglass, Workday, or similar platforms. Why Work at Procom: Belonging & Impact: An inclusive, collaborative culture where your ideas are valued, and make a real impact. Balanced Work Model : A modern hybrid work model that supports productivity and personal flexibility. Work From Where You Thrive: Whether visiting family or exploring a new place, our remote-work program lets you temporarily work from another approved location for up to two weeks each year keeping you connected wherever life takes you. Competitive Compensation: Compensation designed to remain competitive within our industry. Time to Recharge: Generous vacation and sick-day policies. (moved up) Health & Well-Being: Comprehensive health benefits, mental health resources, and preferred pricing on various perks through third party providers. Exclusive Savings: We offer savings through BenefitHub and Working Advantage, with discounts on everything from travel and tech to everyday essentials. Set up for Success: Access to the tools and tech you need to succeed plus an IT equipment stipend. Community & Purpose: Opportunities to get involved in innovation challenges, charity initiatives, team & corporate events and company celebrations. We are the people who power performance. #J-18808-Ljbffr