Candidate Experience Manager

FIRST MANAGEMENT SERVICES LLC; New York (NY); Hybrid; USD 100,000 - 115,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K with company match

Paid vacation

Job summary

First Student in the NY Metro Region is seeking a Candidate Experience Manager to lead a team of remote and on-site specialists, overseeing onboarding for driver and monitor candidates. You will partner with the Region Talent Acquisition & Onboarding Director to drive improvements in candidate experience, training readiness, and compliance.

The role also involves coaching, scheduling, documentation, KPI tracking, and cross‑department collaboration to ensure a smooth, compliant onboarding journey

Qualifications

• 3 years of experience in customer service, onboarding, recruiting, or a related HR function.
• 2 years of experience in a leadership or management role.
• Proficiency in ATS/CRM systems and Microsoft Office Suite.
• Excellent communication, leadership, and organizational skills.
• High attention to detail and ability to prioritize tasks effectively.

Responsibilities

• Provide coaching, guidance, and daily oversight to the CX team, ensuring high performance and effective workload management.
• Serve as the escalation point for complex onboarding issues.
• Oversee the end-to-end onboarding process from offer acceptance through training initiation, including scheduling for remote, onsite, or hybrid sessions and confirming readiness for training.
• Ensure accurate onboarding documentation and adherence to company policies and legal requirements.
• Monitor standards and implement best practices across the team.
• Act as the primary liaison between the CX team and internal departments to ensure smooth communication and process alignment.
• Track and analyze KPIs such as time-to-hire and onboarding completion rates.
• Prepare reports and recommend process improvements to leadership.
• Ensure onboarding practices comply with EEO, ADA, and company standards.
• Develop and implement standardized processes for consistency.
• Stay informed on industry trends and support team development through training and growth initiatives.

Skills

Leadership

Communication

Organizational skills

Customer service

Onboarding/training

Education

Bachelor’s degree or equivalent experience

Tools

ATS/CRM systems

Microsoft Office

Job description

Candidate Experience Manager – NY Metro Region

The Candidate Experience Manager (CX Manager) leads and manages a team of remote and on-site Candidate Experience Specialists, overseeing the entire onboarding journey for driver and monitor candidates. 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 Talent Acquisition & Onboarding Director and drives strategic improvements to enhance candidate experience, training readiness, and compliance.

First Student Offers:

• $100,000-115,000 salary based on experience and qualifications.
• Comprehensive benefits including medical, dental, vision & 401K with a company match.
• Paid vacation, holiday and sick time.
• Career advancement opportunities across North America.
• Discounts on cell phone plans, cars, and more through the Perk Spot program!

Major Responsibilities

• Provide coaching, guidance, and daily oversight to the CX team, ensuring high performance and effective workload management.
• Serve as the escalation point for complex onboarding issues.
• Oversee the end-to-end onboarding process from offer acceptance through training initiation, including scheduling for remote, onsite, or hybrid sessions and confirming readiness for training.
• Ensure accurate onboarding documentation and adherence to company policies and legal requirements.
• Monitor standards and implement best practices across the team.
• Act as the primary liaison between the CX team and internal departments such as Talent Acquisition, HR, Training, Safety, and Operations to ensure smooth communication and process alignment.
• Track and analyze key performance indicators (KPIs) such as time-to-hire and onboarding completion rates.
• Prepare reports and recommend process improvements to leadership.
• Ensure onboarding practices comply with EEO, ADA, and company standards.
• Develop and implement standardized processes for consistency.
• Stay informed on industry trends, identify opportunities for process enhancements, and support team development through training and growth initiatives.

Minimum Education or Certifications Required

Bachelor’s degree in Business Administration, Human Resources, Management, Communications, or a related field or equivalent experience and/or education.

Minimum Experience or Skills Required

• 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.

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.

MISSION

Provide unmatched care and the safest ride to school, so when students arrive, they start and end their day with an exceptional experience and are ready to achieve their full potential.

FOCUS ON SAFETY

Safety is at the heart of everything we do.

CARE FOR OUR STUDENTS

Ensure our vehicles are welcoming and trusted places where students feel comfortable and secure.

SURPASS CUSTOMER EXPECTATIONS

Go the extra mile to deliver an extraordinary experience for our customers and communities.

FOSTER TEAMWORK

Work together, act with integrity, respect each other, champion diversity and inclusion.

SET THE HIGHEST STANDARDS

Continually seek a better way to do things with innovation, sustainable practices, financial discipline, commercial excellence, and operational excellence.