Senior Manager, Global Workforce Planning – Transformation

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

📋 Description

• Oversee forecasting, capacity planning, scheduling, and workforce optimization within a global customer operations framework that supports over 4,000 agents.

• Create staffing strategies that are in line with member demand, service level targets, employee experience, and financial objectives.

• Collaborate with Operations, Finance, Vendor Management, Analytics, and Technology teams on workforce initiatives.

• Assess workforce performance, pinpoint risks and opportunities, and propose staffing modifications.

• Develop and refine processes that enhance forecast accuracy, staffing effectiveness, scheduling efficiency, and overall workforce performance.

• Advocate for AI, automation, and new workforce technologies.

• Lead, mentor, and cultivate a high-performing workforce management team.

⛳️ Requirements

• A minimum of 7 years of experience in workforce management within large-scale customer operations.

• At least 3 years of experience in a people leadership role.

• Extensive knowledge in forecasting, capacity planning, scheduling, real-time management, and workforce analytics.

• Proven experience in managing complex operations involving thousands of agents across various geographies, channels, and outsourced vendor partners.

• Strong analytical capabilities with the ability to convert workforce data into actionable insights.

• Experience in driving process enhancements, operational efficiencies, and cross-functional projects.

• Interest or experience in AI, automation, predictive analytics, and workforce technologies.

🏝️ Benefits

• Full-time employees are eligible for a bonus.

• Competitive equity package.

• Comprehensive benefits.

• Fully remote work program.

• Team and organization-wide events based on location.

• Backup care for children, elders, and pets.

• Subsidized commuting benefits for qualified employees.

• Extensive health, financial, and wellbeing benefits.

• Generous vacation policy.

• Company-wide paid days off.

• 1% of your time off to support local community organizations of your choice.

• Annual wellness stipend for eligible wellness-related expenses.

• Up to 22 weeks of paid parental leave for birthing parents.

• 12 weeks of paid parental leave for non-birthing parents.

• Family planning reimbursement.

• Equal opportunity employer with support for disability accommodations.