Manager of Human Capital Management

Distro
United States
Workplace: OnsiteFull timeUSD 65,000 - 84,000 annuallyFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Communication","Leadership","Coaching","Problem-solving","Analytical thinking"]

Lead and coach a pod of Client Success team members focused on HCM support. Ensure clients receive exceptional, consistent service while meeting SLA, quality, and productivity targets. Manage day-to-day queue performance and workforce coverage, analyze key success metrics, and drive continuous improvement to reduce repeat contacts. Serve as an escalation point for complex client issues, support training and skill development, and partner cross-functionally to strengthen client retention and account health.

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FursaFursa
Distro
Distro
1 day ago

Manager of Human Capital Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead and coach a pod of Client Success team members focused on HCM support. Ensure clients receive exceptional, consistent service while meeting SLA, quality, and productivity targets. Manage day-to-day queue performance and workforce coverage, analyze key success metrics, and drive continuous improvement to reduce repeat contacts. Serve as an escalation point for complex client issues, support training and skill development, and partner cross-functionally to strengthen client retention and account health.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a pod of Specialists and Senior Specialists to ensure high performance and consistent service delivery.
  • •Conduct one-on-ones, performance reviews, and career-development discussions; identify skill gaps and coordinate targeted training.
  • •Oversee daily case and phone queue operations, including scheduling, coverage, and workload balance to meet SLA, quality, and productivity targets.
  • •Monitor and analyze team success metrics (e.g., SLA pass rate, ticket closure timelines, CSAT, QA, backlog) and implement immediate and long-term improvements.
  • •Drive client retention by monitoring client health indicators and risks, handling complex escalations, and partnering cross-functionally to strengthen the client experience.

Pay and Benefits

Salary: USD 65,000 - 84,000 annually
Perks:Health InsuranceDentalVision401kPaid LeaveParental LeaveLife InsuranceFlexible SpendingShort TermLong TermEap

Key Requirements

  • •Bachelor's degree required or related experience required or equivalent combination of experience, skills, education.
  • •1+ years of people management experience with strong leadership, coaching, and team-development capabilities.
  • •Experience in client success, SaaS support, HCM technology, or a related field strongly preferred.
  • •Experience with Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
  • •Strong communication and interpersonal skills, including delivering training and handling inbound/outbound client calls.
Experience:SaaS supportHCM technologyClient success
Education:Bachelor's
Skills:CommunicationLeadershipCoachingProblem-solvingAnalytical thinking
Tech Stack:Microsoft OfficeOutlookTeamsExcelPowerPoint

Company Brief

Distro
Provides a SaaS platform to simplify app distribution and release management, helping developers and teams build, share, and deploy mobile and web app builds to testers and stores.
Industry: Developer Tools
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