About The Role

The Candidate Experience Manager (CX Manager) leads and manages a team of CX Specialists, overseeing the entire onboarding journey for candidates (drivers, attendants, and other location staff). This role is responsible for ensuring that the onboarding process runs smoothly, efficiently, and in alignment with company goals and standards. The CX Manager acts as the primary liaison between the CX team and the Region CX Director and drives strategic improvements to enhance candidate experience, training readiness, and compliance.

Major Responsibilities

Team Leadership and Management:
Directly manage the CX team, providing leadership, coaching, and support to ensure high performance and adherence to onboarding best practices.
Oversee daily operations of the team, including task allocation, workload balancing, and monitoring progress.
Serve as the main point of escalation for complex candidate onboarding issues and provide guidance for resolution.
Candidate Onboarding and Support:
Ensure that the CX team guides candidates through their onboarding journey, from official offers to training initiation, while maintaining a high level of candidate satisfaction.
Oversee the scheduling of candidates for training (remote, onsite, or hybrid) and verify that they are prepared for their first day of in-person training at their designated location.
Documentation and Compliance:
Ensure that the CX team maintains accurate and complete onboarding documentation, including background checks and compliance forms, in line with company policies and legal requirements.
Monitor compliance and documentation standards across the team to maintain uniformity and adherence to best practices.
Coordination with Internal Teams:
Act as a key liaison between the CX team and Talent Acquisition, HR, Employment Standards, Training, Safety, and Operations to facilitate smooth onboarding and compliance processes.
Ensure effective communication between the CX team and other internal departments to maintain alignment and operational efficiency.
System and Process Management:
Oversee the team's use of the ATS and other tools for managing candidate activity and progression throughout the onboarding process.
Stay informed about and implement updates to systems and processes related to onboarding, ensuring the team is trained and equipped to adapt to changes.
Candidate Experience and Engagement:
Lead initiatives to foster strong relationships with candidates, ensuring timely communication and engagement.
Develop strategies to proactively address candidate concerns and maintain high levels of candidate retention until training commencement.
Metrics and Reporting:
Monitor, analyze, and report on key performance indicators (KPIs), such as time-to-hire, onboarding completion rates, and training readiness.
Prepare and submit detailed reports to the Region CX Director, identifying trends and making recommendations for process improvements.
Compliance and Best Practices:
Ensure that onboarding practices across the team comply with EEO legislation, Affirmative Action, ADA requirements, and company policies.
Develop and implement standardized onboarding practices to ensure consistency and compliance.
Customer Service Excellence:
Champion exceptional customer service standards within the CX team, ensuring effective relationships with candidates and internal stakeholders.
Lead by example and provide guidance to team members on maintaining high standards of customer service and communication.
Continuous Improvement and Professional Development:
Stay updated on industry trends and best practices in candidate experience and onboarding.
Identify opportunities for process improvements and implement changes to enhance team efficiency and candidate satisfaction.
Support the professional growth of CX Specialists through training and development programs.

Minimum Experience or Skills Required

Bachelor’s degree in Business Administration, Human Resources, Management, Communications, or a related field or equivalent experience and/or education.3 years of experience in customer service, onboarding, recruiting, or a related HR function.
2 years of experience in a leadership or management role.
Proven experience working in a metrics-driven environment.
Proficiency in ATS or CRM systems and Microsoft Office Suite.
Excellent communication, leadership, and organizational skills.
High attention to detail and the ability to prioritize tasks effectively.
Demonstrated problem-solving capabilities and decision-making skills.

Compensation ranges from $95,000 - $115,000 depending on experience.

Language Requirement

This role requires English proficiency. Federal, state, and local requirements, including U.S. Department of Transportation (DOT) regulations, require training, safety communications, company policies, employment documents, and other job-related communications be conducted in English.

First for a reason

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.

In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf .