On-Site Staffing Manager

About the role

The On-Site Staffing Manager is a new position responsible for the technicians and engineers placed, full-time or on a dedicated, ongoing basis, at individual customer accounts across the combined PPI-Cenero organization. This person recruits (with recuiter), hires, develops training plan, and manages the performance of that team.

Responsibilities

• Lead and grow the combined organization's On-Site Staffing team of technicians and engineers, each assigned on a dedicated or semi-dedicated basis to a specific customer account.
• Own the full employee lifecycle for on-site staff: recruiting (with help of recruiter), hiring, onboarding, developing ongoing training plan, performance reviews, coaching, and termination decisions.
• Continuously evaluate the fit of each on-site employee against their assigned account (cultural fit, technical fit, technical aptitude, and client-facing presentation skills), and reassign or develop staff as needed to keep the best possible person on every account.
• Partner closely with the Client Success Manager or Service Sales representative who owns each account to proactively identify and resolve staffing-related issues, so that client expectations are consistently met and, where possible, exceeded.
• Serve as a customer-facing point of contact for on-site staffing engagements, engaging with the client organization at every level, from day-to-day site contacts up to CIOs, VPs, and senior directors as needed.
• Administer a rotating monthly customer survey program and lead regular service review meetings with client stakeholders to capture ongoing feedback on staff performance and account health.
• Hold regular (weekly/biweekly) touchpoints with the entire on-site staffing team and require attendance at mandatory service meetings, so team members feel connected to and supported by the broader organization.
• Build and maintain a technical career path for on-site staff, ensuring visible growth opportunities beyond the account they are currently assigned to so no one feels capped by a single placement.
• Cook up coordination backfill, surge staffing, and coverage during PTO, turnover, or account ramp-up with the Dispatch/FSE and NOC/TSE teams.
• Partner with Client Success Managers and Sales & Marketing to expand on-site staffing within existing accounts and grow it as a strategic offering for the combined organization.
• Build a single, unified on-site staffing model and set of best practices that scales across the full customer base.
• Own financial performance for the On-Site Staffing team against labor cost, margin, and utilization targets (to be defined); maintain accurate staffing records, account assignments, and time tracking.

Qualifications

• 5+ years of experience leading a team of technical or client-facing staff, ideally in an on-site, embedded, or dedicated staffing environment.
• Proven experience with the full employee lifecycle: recruiting, hiring, performance management, coaching, and termination.
• Strong ability to assess technical aptitude and interpersonal/presentation skills, and to match people to the accounts where they will succeed.
• Working knowledge of AV/IT systems and support environments, sufficient to evaluate the technical fit and growth needs of on-site staff.
• Executive presence and polish; proven ability to build trust and credibility with client stakeholders at every level, up to and including CIO, VP, and senior director.
• Experience building customer feedback programs (surveys, service reviews) and career development paths that keep distributed teams engaged.
• Financial acumen; comfortable managing to labor cost, margin, and utilization targets and reporting on account-level staffing profitability.
• Commercially minded and collaborative; able to partner with Client Success, Sales, and Service Operations on account growth and staffing logistics (backfill, surge, cross-training).
• Willingness to travel to customer sites as needed.