Travel & Expense Support Services Lead - Pacific Time Zone

Are you looking for a career with purpose? Your search ends today! Talent Solutions RPO is seeking a Contact Center Lead to oversee the process and performance of a key client program. We’re seeking someone who brings an understanding of help desk, procurement and travel & expenses along with the drive to develop others, manage change, and implement process improvements across high-touch, multi-channel support functions. You will use your strong leadership, operational, and coaching skills to drive all aspects of service delivery and ensure your team provides exceptional support and customer service to internal and external stakeholders.

Our challenge to you:

• Put People to Work & Help Them Succeed! Connect with internal and external customers to understand their needs, resolve inquiries, and develop solutions to improve their service experience

• Get Creative in Building Relationships! Engage partners through multiple communication channels including chat, ticketing systems, and direct contact to resolve requests and build trust

• Help the Team Hit Their Goals! Manage workflows and triage requests effectively to ensure consistent delivery on KPIs and excellent service outcomes

• Build the Team's Expertise! Strengthening your team’s knowledge in the travel & expense processes, help desk tools, and client systems through training, coaching, and continuous learning

Role Purpose:

A Contact Center Lead oversees full-cycle service processes and the performance of support teams to ensure delivery of exceptional service across travel & expense help desk functions. This includes centralized ticket/chat inquiry triage and relationship management with key client stakeholders. The role is responsible for driving continuous improvement of all aspects of client engagement and service delivery.

Accountabilities:

Results & Strategy

• Leverage knowledge of procurement, travel & expense helpdesk workflows to influence and advise clients on support needs and service design

• Oversee case management through platforms such as Salesforce and consult on strategic and technical process improvements

• Define and document best practices and tools for help desk operations, ticket triaging, and performance tracking

• Exceed client expectations through strategic support solutions, automation recommendations, and scalable insights

People Leadership

• Manage, inspire, and lead a delivery team of Help Desk Advisors to ensure exceptional results and client satisfaction (5–8 direct reports)

• Oversee onboarding, training, and development of help desk staff and coach on support platforms such as Coupa, Concur, and Appzen

• Foster a responsive, customer-centric team environment by promoting agility and continuous learning

Client & Candidate

• Drive satisfaction and loyalty by resolving escalations, identifying root causes, and proposing sustainable improvements

• Maintain strong relationships with key client contacts, including procurement and GBS leaders, and monitor engagement performance metrics

Thought Leadership

• Bring best-in-class help desk strategies and automation practices, demonstrating strategic thinking and proactive planning

• Understand and educate on procurement lifecycle processes, T&E tools, and industry-leading support models for evolving client needs

Required

• Education: High school diploma or equivalent
• Must be willing to work normal business hours in the Pacific time zone.

Preferred

• 4–5 years in help desk, customer service, or travel and expense operations
• Experience and working knowledge of procurement processes and travel & expense
• Management: Experience with people leadership or client service program oversight
• Tools: Familiarity with Coupa, Concur, Appzen, Salesforce, or equivalent systems
• Education: Associate’s or bachelor’s degree

ManpowerGroup is committed to helping our employees achieve their career goals while enjoying a strong total rewards package and award-winning culture. We’re looking for high-potential talent ready to start strong and deliver on the expectations below:

• Create profitable growth by hitting your performance targets and putting more people to work

• Build loyalty and deliver top notch service leading to strong client and candidate satisfaction ratings

Apply today to hear some of our star recruiters share more about their work and career journey, giving you a glimpse into a day in the life as a member of our team. Find a career with purpose at ManpowerGroup.

About Talent Solutions

Talent Solutions combines our leading global offerings RPO, TAPFIN-MSP and Right Management to provide end-to-end, data-driven capabilities across the talent lifecycle. Leveraging our deep industry expertise and understanding of what talent wants, we help organizations address their complex workforce needs. From talent attraction and acquisition to upskilling, development and retention, we provide seamless delivery, leveraging best in breed technology, and extensive workforce insights across multiple countries at scale. ManpowerGroup Talent Solutions is part of the ManpowerGroup family of companies, which also includes Manpower and Experis. More information about Talent Solutions is available at https://www.talentsolutions.manpowergroup.com.

Salary: $70,000-$75,000/annually

Benefits: ManpowerGroup offers a comprehensive benefits package to include Medical, Dental, Life insurance and Disability for Staff and Consultants, as well as 401K.

ManpowerGroup is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status.

A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. ManpowerGroup is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals.

Reasonable accommodation during the interview process can be provided. Contact rpotalentacquisition@manpowergroup.com for assistance.