Head of Workforce Optimization

This is a fully remote position, open to applicants in California.

📋 Description

• Develop the strategy and operational framework for the integrated Workforce Management function.

• Oversee long-term forecasting and capacity planning over a 12–36 month timeline.

• Link long-term plans to short-term staffing commitments, schedules, and intraday actions.

• Outline service and staffing strategies for customer support and back-office operations.

• Create governance structures for global business process outsourcing partners.

• Establish an analytics foundation that includes shared metrics, real-time performance visibility, forecast-accuracy monitoring, and scenario planning.

• Collaborate with product, engineering, data science, and operations teams to prioritize automation initiatives.

• Incorporate regulatory capacity planning and quality feedback mechanisms into the overall model.

• Manage workforce incidents and capacity escalations with established response standards and conduct after-action reviews.

• Coordinate efforts among operations, finance, compliance, vendor, product, and executive leadership.

• Assemble, develop, and lead a multidisciplinary team that encompasses planning, real-time management, analytics, tooling, and vendor governance.

⛳️ Requirements

• At least 15 years of relevant experience in Workforce Management, Operations, Data Science, or related fields.

• Proven experience in leading and transforming a global Workforce Management function, focusing on forecasting, capacity planning, scheduling, real-time management, workforce analytics, and vendor governance.

• Experience in supporting both high-volume customer operations and regulated back-office operations.

• Track record of successfully building operational models and teams across regions, involving both internal employees and outsourced partners.

• Experience in transitioning workforce decisions from manual reporting to automated and predictive systems using data, statistical or machine-learning models, scenario planning, and effective human oversight.

• Capability to interpret complex operational and financial data into actionable decisions and influence senior leaders across various functions.

• Experience in collaborating with product, engineering, data science, finance, operations, and compliance teams.

• Proven record in establishing controls for regulated capacity, vendor quality, incidents, and corrective measures.

• History of developing leaders and specialists and guiding teams through organizational and technological transformations.

• Proficiency in Assembled, Snowflake, SQL, Google Workspace, Block-built planning and reporting applications, and AI and automation tools.

🏝️ Benefits

• Remote work options available.

• Medical insurance coverage.

• Flexible time-off policies.

• Retirement savings plans.

• Modern family planning support.

• Reasonable accommodations for applicants with disabilities.

• Inclusive interview experience for all candidates.