Senior Manager
About The Position
We're hiring for a Senior Manager, Global Workforce Management to help scale and optimize workforce planning across our global Customer Operations organization. Delivering exceptional member experiences requires having the right people in the right place at the right time, and this role sits at the center of making that happen. As our Senior Manager, Global Workforce Management, you'll lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting more than 4,000 agents globally. You'll partner closely with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve operational performance while helping shape the future of workforce management through AI, automation, and continuous innovation. The base salary offered for this role and level of experience will begin at $170,000.00 and up to $235,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. In this role, you can expect to Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents. Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals. Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth. Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes. Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance. Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making. Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.
Requirements
- 7+ years of workforce management experience supporting large-scale customer operations environments.
- 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams.
- Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that drive measurable business outcomes.
- Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners.
- Strong analytical skills and experience translating workforce data into actionable recommendations for operational and executive stakeholders.
- Experience driving process improvements, operational efficiencies, and cross-functional initiatives that improve service delivery and business performance.
- Passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices and improve decision-making.
Nice To Haves
- Experience in fintech, financial services, technology, e-commerce, or other high-growth customer-centric organizations.
- Experience with NICE, Verint, Calabrio, Genesys, or similar workforce management platforms.
- Experience managing global and outsourced workforce operations.
- Familiarity with AI-driven workforce planning tools, predictive analytics, and automation technologies.
- Bachelor's degree or equivalent practical experience.
Responsibilities
- Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
- Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
- Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
- Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
- Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
- Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
- Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.
Benefits
- Bonus
- Competitive equity package
- Backup child, elder, and/or pet care
- Subsidized commuter benefit
- 401k match
- Medical benefits
- Dental benefits
- Vision benefits
- Life benefits
- Disability benefits
- Generous vacation policy
- Company-wide Chime Days
- Company-wide paid days off
- 1% of your time off to support local community organizations
- Annual wellness stipend
- Up to 24 weeks of paid parental leave for birthing parents
- 12 weeks of paid parental leave for non-birthing parents
- Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
