Contingent Workforce Customer Success Lead – Embedded Enterprise Client Program

Stellenbeschreibung:

Own the Client Experience
Serve as the primary day-to-day operational lead for assigned enterprise clients.
Build trusted relationships with program sponsors, HR, procurement, hiring managers, and other stakeholders.
Lead weekly operational meetings and maintain proactive communication.
Ensure clients always have visibility into program status, priorities, and next steps.
Represent GreenLight with professionalism, responsiveness, and sound operational judgment.
Lead Worker Onboarding & Lifecycle Operations
Own the worker onboarding experience from offer acceptance through successful program entry.
Coordinate onboarding activities across GreenLight teams, including VMS operations, compliance, I-9 documentation, payroll, and support.
Maintain visibility across every worker lifecycle event and proactively resolve issues before they impact the client.
Coordinate seamless offboarding while ensuring complete documentation and compliance.
Drive Worker Classification & Compliance Operations
Coordinate worker classification workflows across internal and client stakeholders.
Keep compliance activities moving efficiently and proactively identify bottlenecks.
Partner with GreenLight's compliance specialists to resolve complex situations.
Help enterprise programs operate consistently across multiple jurisdictions while maintaining a strong understanding of U.S. labor and contingent workforce practices.
Own Operational Escalations
Take ownership of operational issues from identification through resolution.
Coordinate across departments to remove blockers and keep work moving.
Ensure clients receive timely updates and clear communication throughout every issue.
Maintain a "nothing falls through the cracks" approach to execution.
Reporting & Program Visibility
Produce recurring dashboards and operational reporting.
Monitor program health and communicate trends, risks, and opportunities.
Prepare reporting and insights for Quarterly Business Reviews.
Help clients understand how their programs are performing and where improvements can be made.
Improve Systems & Processes
Work confidently across enterprise platforms and GreenLight's technology stack.
Identify opportunities to simplify workflows and improve the client experience.
Partner with Product and Engineering to provide structured product feedback.
Improve SOPs, playbooks, templates, and operational documentation.
Help build scalable operating processes that support future growth. AI is Part of the Job At GreenLight, we believe AI should make every employee more effective.
We expect everyone—not just engineers—to use AI every day to improve the quality and speed of their work.
You'll regularly use AI tools such as ChatGPT and other copilots to:
- Draft and refine client communications.
- Summarize meetings, tickets, and operational issues.
- Analyze trends across onboarding, escalations, and reporting.
- Improve documentation and knowledge sharing.
- Automate repetitive tasks and improve operational efficiency.

Requirements

At least 1 year supporting enterprise workforce programs, contingent workforce operations, HR Operations, customer success, or similar client-facing operational environments.
Experience with EOR, AOR, worker classification, contingent workforce operations, or global workforce programs.
Strong understanding of U.S. contingent workforce practices and labor-related operational processes.
Excellent written and verbal communication skills with confidence working directly with enterprise clients.
Strong organizational and project management skills.
Comfortable working across multiple technology platforms and enterprise systems.
Strong operational judgment with the ability to prioritize competing deadlines.
High ownership, attention to detail, and the ability to thrive in a fast-moving environment.
Regular use of AI tools such as ChatGPT in your daily work.

Core Competencies

Demonstrates expertise in managing client experiences and operational workflows within enterprise workforce programs, with a strong focus on compliance, communication, and process improvement. Proficient in utilizing AI tools to enhance operational efficiency and client interactions.