Kelly Services Operations Manager - Staffing - FSP - Troy, MI in Troy, Michigan


The Operations Manager reports to the Senior Operations Manager of KellyOCG’s Functional Service Provider (FSP) program providing centrally managed solutions to clients across the US and EMEA. The Operations Manager is intended to provide operational support for regulatory, medical or clinical affairs teams servicing clients in the US and EMEA. The FSP program supports positions in Regulatory Affairs, Clinical Operations, Medical Affairs, Data Management and others.

The Operations Manager maintains customer relationships, manages macro-level employee performance and development, and contributes to the overall support of workforce teams.


  • Customer relationships

  • Maintain regular contact with clients/employees to ensure satisfaction surrounding existing program performance and workforce output

  • Collect and disseminate client feedback through appropriate KOCG channels to service client needs

  • Conduct formalized semi-annual and annual performance evaluations

  • Confer with Senior Operations Manager/Director of Operations to coordinate raises and bonuses

  • Personnel management

  • Conduct candidate Interviews (as needed)

  • Maintain regular contact with employees to ensure the following:

  1. program processes are understood

  2. training needs are recognized and addressed

  3. professional development plans/opportunities are defined and guided

  • Recruitment Process management

  • Maintain program health for existing clients and employees

  • Drive successful talent recruitment by triggering internal and external suppliers to deliver on talent acquisition

  • Ensure timely outcome of recruitment efforts through process oversight and management

  • Responsible for ensure presentable candidates are screened and batched for customer review

  • Retrieve and approve Invoices for payment to suppliers

  • Operations Management

  • Review Branch related invoices as needed

  • Trigger candidate job offers through collaboration with matrix team

  • Facilitate new employees’ screening and onboarding process with matrix team

  • End to end Statement of Work (SOW) initiation for renewals for existing, expiring engagements as well as new programs. (Includes drafting, seeking signature and execution of SOWs)

  • Trigger purchase order generation and invoice updates for SOWs

  • Business Development

  • Participate in or lead on-site face to face customer/employee meetings

  • Participate in client sales cycle initiation calls or meetings

  • Conduct Governance reporting and QBR meetings through direct presentation or other media as requested


  • Accredited college degree required (Bachelor’s degree) Life Science focus preferred

  • Master’s Degree preferred if Bachelors not in Life Sciences

  • 3 years direct employee management experience or equivalent experience required leading initiatives within the following fields:

  • Regulatory/Medical Affairs industry experience or training

  • Clinical Operations industry experience or training

  • Marketing/ Recruiting

  • Working knowledge of device or drug development process preferred

  • Must be detail oriented, technologically savvy, highly independent, and capable of working in a flexible environment

  • Excellent oral and written communication skills

  • Entrepreneurial spirit and a willingness to learn and grow with a new, expanding program

  • Willingness to travel up to 50% in US/EMEA

About Kelly Services®

As a global leader in providing workforce solutions, Kelly Services (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly® has a role in managing employment opportunities for more than one million workers around the globe by employing 550,000 of these individuals directly with the remaining workers engaged through its talent supply chain network of supplier partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook, LinkedIn and Twitter.

EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.