Program Leader, Workforce Solutions

Procom; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Remote work up to 2 weeks/year

Health benefits

Vacation & sick days

IT equipment stipend

Job summary

Procom is seeking a Program Leader, Workforce Solutions to own the success of large enterprise workforce programs, serving as the primary contact for senior client stakeholders and driving program performance.

You will build strategy, lead relationships, ensure compliance, and grow services across accounts while managing contractor and client services in a hybrid work model.

Qualifications

• 5+ years of experience in customer success, account management, client services, or a related role within an MSP or staffing firm.
• Experience managing vendor relationships and upholding service quality.

Responsibilities

• Serve as the primary contact for senior leaders at enterprise clients and MSP partners.
• Own day-to-day program operations and service levels across client accounts.
• Guide the Client Services team through complex contractor issues and rate negotiations.
• Lead or support major client-specific projects and maintain program rules and performance.

Skills

Account management

Customer success

Vendor management

Project management

Communication

Stakeholder engagement

Fast-paced environment

MSP staffing familiarity

Education

Bachelor's degree in HR/Business

Tools

Beeline

SAP Fieldglass

Workday

Job description

Are you the person clients call when they need a steady hand and a trusted advisor? As a Program Leader, Workforce Solutions, you'll own the success of one or more large enterprise workforce programs acting as the primary point of contact for senior client stakeholders and the driving force behind how well their programs run.

You'll build the strategy, lead the relationship, and make sure every program you touch runs smoothly, stays compliant, and keeps growing. This is a role for someone who thrives on ownership, loves solving problems before they become bigger ones, and genuinely enjoys being the person client’s trust.

What You'll Do:

Account Management

• Serve as the primary contact for senior leaders at enterprise clients and MSP partners
• Build strategic account plans that grow the relationship, reduce risk, and improve how programs run
• Lead quarterly business reviews and program presentations that show clients real value
• Spot opportunities to expand services and support your manager in pursuing new client opportunities

Program Delivery

• Own day-to-day program operations and service levels across your client accounts
• Make sure every program stays compliant, from health & safety to classification and cross-border considerations
• Lead or support major client-specific projects alongside your Manager or Director
• Keep program rules, processes, and performance running at a high standard

Contractor & Client Services

• Guide the Client Services team through complex contractor issues, from onboarding to performance management
• Provide oversight on contractor and subvendor transactions, including rate negotiations and extensions
• Lead problem-solving on process issues, payment errors, and collections
• Partner closely with Client Service Leads to keep everyone aligned

What You Bring:

• 5+ years of experience in customer success, account management, client services, or a related role within an MSP (Managed Service Provider) or staffing firm
• A track record of managing vendor relationships and holding service quality to a high bar
• Comfort with project management fundamentals — SLAs, KPIs, and reporting come naturally to you
• Hands-on experience with HRIS, VMS, or ERP platforms (Beeline, SAP Fieldglass, Workday, or similar) is a plus
• Bachelor's degree in Human Resources, Supply Chain Management, Business Administration, or a related field preferred
• Excellent written and verbal communication skills, with the confidence to engage senior stakeholders
• A genuine curiosity about emerging technology, including AI, and how it can improve the way programs run
• Self-motivated, resilient, and energized by a fast-paced, collaborative environment

Nice to Have:

• CCWP, PMP, CSP, SHRM-CP/SCP, or a Customer Success certification (e.g., SuccessHACKER, Gainsight)

Why Work at Procom:

• Belonging & Impact: An inclusive, collaborative culture where your ideas are valued, and make a real impact
• Balanced Work Model: A modern hybrid work model that supports productivity and personal flexibility
• Work From Where You Thrive: Whether visiting family or exploring a new place, our remote-work program lets you temporarily work from another approved location for up to two weeks each year keeping you connected wherever life takes you
• Competitive Compensation: Compensation designed to remain competitive within our industry
• Time to Recharge: Generous vacation and sick-day policies
• Health & Well-Being: Comprehensive health benefits, mental health resources, and preferred pricing on various perks through third party providers
• Set up for Success: Access to the tools and tech you need to succeed plus an IT equipment stipend
• Community & Purpose: Opportunities to get involved in innovation challenges, charity initiatives, team & corporate events and company celebrations

At Procom we are committed to fostering an inclusive and accessible culture where everyone feels valued, respected, and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.

Procom uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people. This is an active position. The salary range is from $80,000 to $100,000 plus bonus.

If you are selected for interview, a member of our Talent Acquisition team will reach out to you with the next steps in the process.

To learn more about all that we do, please visit us at - https://www.procomservices.com/en-us/