Field Operations Senior Manager (New York City)
WorkWhile
About WorkWhile
WorkWhile connects reliable hourly workers with great employers, creating a system where dependable people succeed. Our growing Field Operations Department supports on-the-ground execution for client sites across logistics, hospitality, manufacturing, and events.
As a Field Operations Senior Manager (FOSM), you will lead Field Operations Coordinators (FOCs) and their on-site Lead teams, ensuring our workforce operations meet performance, quality, and client expectations across multiple regions.
About the Role:
Location: New York, NY
Classification: Full-time, salary
The Field Operations Senior Manager is responsible for regional workforce execution and leadership development across multiple sites and FOCs. This role balances strategic oversight with hands-on operational management.
You’ll lead the FOCs who manage Leads and workers, ensuring smooth execution, high client satisfaction, and a consistent standard of performance across all locations.
Key Roles and Responsibilities:
Leadership & Management
Directly manage and mentor a team of 3–6 Field Operations Coordinators (FOCs) overseeing 30–60 Leads and their associated worker teams
Provide leadership coaching and development for FOCs to build strong site management and client-facing skills
Conduct weekly 1:1s with FOCs to review staffing metrics, challenges, and client updates
Oversee regional shift coverage and ensure adherence to WorkWhile’s operational standards
Operational Oversight
Maintain accountability for regional site performance, including attendance, client satisfaction, and staffing coverage
Partner with Recruiting and HR to forecast staffing needs and assist with hiring, onboarding, and W2 conversions
Ensure FOCs have proper systems in place for attendance tracking, worker discipline, and escalation handling
Review shift data, workforce metrics, and FOC performance to ensure operational excellence
Identify process improvements and deploy solutions to enhance site reliability and client experience
Client Management
Serve as the regional escalation point for client concerns and service-level issues.
Develop strong relationships with key client stakeholders across sites.
Ensure client requirements (e.g., attendance audits, safety procedures, training standards) are met or exceeded.
Attend client meetings and provide monthly site performance reports.
Team Building & Lead Development
Collaborate with FOCs to build and develop Lead pipelines—identifying top-performing workers and training them for promotion.
Lead regular Lead Development Sessions across regions to reinforce operational and leadership standards.
Oversee Lead performance metrics, attendance data, and training completion.
Strategic & Administrative Duties
Partner with the Director of Field Operations to set quarterly operational goals.
Track key metrics (fill rate, attendance, client NPS, cost per staffed shift, and turnover).
Build and maintain documentation for operational SOPs, client requirements, and communication flows.
Support the rollout of new technology tools and standard practices across regional teams.
About you
4+ years of experience in field operations, logistics, staffing, or workforce management.
2+ years of people management experience (preferably leading multi-site teams).
Proven success in client-facing operational roles.
Strong problem-solving, time management, and interpersonal communication skills.
Experience with workforce tracking tools, HRIS, or scheduling platforms.
Willingness to travel to regional sites (approx. 30–50%).
Bachelor’s degree or equivalent experience preferred.
Open to working weekend hours/some overnight hours.
Compensation: $90K-$100K
WorkWhile has a diverse, mission-driven, and supportive culture—we look for people who want to take ownership, are energized by ambiguity, and strive to make a lasting impact. If this resonates with you, we’d love to chat!