Senior Manager, Resource Orchestration (WFM)

Navan•Dallas, TX

About The Position

Navan is hiring a Senior Manager, Resource Orchestration (WFM) to lead workforce management practices for its global, multi-channel travel contact center. The role oversees the WFM operating rhythm across forecasting, capacity planning, staffing and hiring inputs, scheduling, intraday management, and crisis response, using operational data and context to anticipate changes and translate them into practical actions. The Senior Manager partners with Operations, Analytics, Product, Technology, Finance, and People teams. The role also works with platform administrators and Product/Engineering on contact routing and CCaaS configuration, requirements, testing, launch readiness, and measurement. It leads the crisis management team and cross-functional projects, develops WFM professionals, and drives improvements to customer and agent experience, service, and efficiency.

Requirements

7+ years of progressive workforce management experience in a high-volume contact center, including forecasting, capacity planning, scheduling, intraday operations, real-time performance, and workforce analytics.
3+ years leading, coaching, or developing WFM teams or other operational planning professionals.
Ability to build forecasts and staffing plans, interpret performance data, identify risks, and recommend actions that improve service and operational outcomes.
Strong understanding of contact routing and CCaaS concepts, such as queues, skills, routing strategies, and digital channels; experience partnering on platform configuration or launches.
Experience leading cross-functional projects and delivering operational or technology changes from planning through adoption and measurement.
Sound judgment and composure in fast-moving situations, with experience supporting incident response, demand spikes, or service recovery.
Clear written, verbal, and presentation skills, including the ability to explain complex workforce topics to varied audiences.
Proficiency with WFM and contact-center systems, spreadsheets, and reporting or analytics tools.
Bachelor’s degree or equivalent practical experience.

Nice To Haves

Experience with Genesys Cloud, NICE, Verint, Calabrio, or comparable platforms.
Relevant certifications in workforce planning, project management, or continuous improvement.

Responsibilities

Own and continuously improve the WFM operating rhythm across forecasting, workload and capacity planning, staffing and hiring inputs, scheduling, and crisis management.
Build short- and long-range forecasts across voice and digital channels; explain assumptions, risks, and forecast variance, and translate demand into productive staffing and hiring needs.
Create schedules and staffing strategies that balance service goals, productivity, cost, employee experience, skills, time zones, and business priorities.
Partner with intraday management to monitor volumes, handle times, staffing, adherence, service levels, and backlog; use insights to inform workforce plans and escalate issues that may require crisis response.
Apply knowledge of contact routing and CCaaS platforms to understand how queue design, skills, priorities, routing rules, channel mix, and self-service affect workload, service, and staffing.
Partner with platform administrators, Operations, and Product/Engineering to evaluate routing or configuration changes, translate operational needs into requirements, support testing and launch readiness, and measure results.
Connect routing and WFM decisions by identifying when demand, skill coverage, queue performance, or agent availability indicates a routing, process, or staffing issue.
Help shape the WFM and contact-center technology roadmap, improving how data, forecasting, automation, and real-time signals support decisions.
Lead and develop the crisis management team, including establishing its operating model, responsibilities, coverage, escalation paths, and communication routines.
Maintain practical crisis response playbooks and scenario plans with Operations and cross-functional partners.
During incidents, assess demand and capacity, surface risks, coordinate response options and cross-functional actions, and adjust the response as conditions change.
Lead post-event reviews to identify what worked, what did not, and which forecasting, routing, staffing, or process improvements should follow.
Lead cross-functional projects from problem definition through requirements, milestones, risk management, stakeholder alignment, implementation, and outcome measurement.
Turn complex or ambiguous operational problems into clear analysis, testable options, and executable plans; document decisions and follow through on commitments.
Identify recurring contact-center friction and root causes, then prioritize improvements to customer experience, agent experience, service, and efficiency.
Build partnerships across Operations, Finance, People, Analytics, Product, and Technology, and communicate WFM implications to frontline leaders and executives.
Coach, develop, and retain a high-performing team; build capability across forecasting, capacity planning, scheduling, and crisis management.
Foster curiosity and continuous learning, encouraging the team to investigate new signals, share learning, and adapt practices.
Stay informed about changes affecting demand and performance, including product launches, traveler behavior, channel shifts, policies, processes, routing, and external disruptions, and connect them to workforce implications.