Senior Manager, Global Workforce Management

About The Role

We're hiring for a Senior Manager, Global Workforce Management to help scale and optimize workforce planning across our global Customer Operations organization. This role sits at the center of making exceptional member experiences possible.

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.

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.

Qualifications

• Bachelor's degree or equivalent practical experience.

Skills

• 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.

Benefits

The actual 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. 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.

Pay

The base salary offered for this role and level of experience will begin at $170,000.00 and up to $235,000.00.

Schedule

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.