Senior Manager, Global Workforce Planning & Transformation

This role will advance people and talent initiatives that strengthen organizational effectiveness, leadership capability, and employee experience. You will partner with global leaders, HR centers of excellence, and functional stakeholders to create consistent practices across teams and regions. The position offers the opportunity to influence culture, talent strategy, and scalable people operations within a Business Services environment.

Responsibilities

• Lead workforce forecasting and optimization for a global customer operations team
• Develop staffing plans aligned with member demand and financial goals
• Collaborate with cross-functional teams to support workforce strategies
• Monitor and analyze workforce performance to recommend staffing adjustments
• Enhance processes for accuracy and efficiency in workforce management
• Advocate for the use of AI and emerging technologies in workforce strategies
• Manage and develop a high-performing workforce management team

Qualifications

• 7+ years of workforce management experience in large-scale customer operations
• 3+ years of leadership experience with a focus on team development
• Proven expertise in forecasting, capacity planning, and workforce analytics
• Experience managing operations with thousands of agents across diverse regions
• Strong analytical skills for translating data into actionable insights
• Track record of driving process improvements and operational efficiencies
• Familiarity with AI, automation, and predictive analytics in workforce management

Benefits

• Hybrid work model with in-office and remote options
• Backup care for children, elders, and pets
• Comprehensive health and financial benefits
• Generous vacation policy and paid days off
• Community service time off with company support
• Annual wellness stipend for health-related expenses
• Paid parental leave up to 22 weeks for birthing parents
• Access to family planning reimbursement

Pay

$170,000 – $235,000 annually

Schedule

Remote - US based candidates only