Senior Manager, Global Workforce Management

Responsibilities

• Lead workforce planning activities for over 4,000 global customer support agents
• Develop staffing plans aligning member demand with service level and financial goals
• Collaborate with Operations, Finance, and Analytics to ensure workforce strategies meet business objectives
• Monitor and assess workforce performance, making necessary staffing adjustments
• Enhance processes for forecast accuracy and schedule effectiveness
• Advocate for the use of AI and emerging technologies in decision-making for workforce management
• Manage and develop a high-performing workforce management team fostering collaboration and accountability

Qualifications

• 7+ years of workforce management experience in large-scale customer operations
• 3+ years of people leadership experience with a successful track record in team development
• Expertise in forecasting, capacity planning, scheduling, and workforce analytics
• Experience managing operations supporting thousands of agents across different regions and vendors
• Strong analytical skills with the ability to provide actionable insights from workforce data
• Past experience in driving process improvements and operational efficiencies
• Proven experience in leveraging AI and automation to enhance workforce management practices

Benefits

• Flexible in-office work policy with remote Fridays and various team events
• In-office benefits including backup care for children, elders, or pets, plus commuter support
• Comprehensive health benefits including medical, dental, vision, life, and disability coverage
• Generous vacation policy with company-wide paid days off and wellness stipends
• Up to 24 weeks of paid parental leave and support for family planning expenses through Maven