Field Operations Senior Manager (New York City)

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 Customer Operations Leader 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!