Workforce RTM Manager (Onsite-Chandler, AZ)

Key Responsibilities & Key Result Areas (KRAs)

• Serve as the primary liaison between the Client, internal Operations teams, and remote RTA teams to ensure strict alignment on business goals and service level agreements (SLAs).
• Manage the RAD/ERT Support operations from a resource and staffing perspective, ensuring all real-time delivery expectations are met during critical incidents.
• Partner heavily with Operations leadership to proactively address coverage gaps and optimize daily performance.
• Generate, analyze, and distribute comprehensive Staffing Reports and RTA Analysis, including managing daily operational callouts.
• Prepare and present data-driven operational updates during the Weekly Business Review (WBR) to senior leadership and client stakeholders.
• Identify trends in volume fluctuations and handle times to provide actionable recommendations to the Ops teams.
• Oversee the continuous monitoring of real-time queues and schedule adherence for high-priority AV and ERT channels.
• Execute contingency plans for unexpected volume spikes, system outages, or high absenteeism to ensure emergency response levels remain stable.
• Ensure the RTA team is effectively managing intraday performance and making rapid, real-time adjustments.
• Manage, coach, and develop a team of remote Real-Time Analysts (RTAs).
• Conduct regular 1:1s, performance reviews, and training sessions to elevate the team's analytical skills and understanding of AV operations.
• Foster a culture of extreme ownership, continuous improvement, and high performance.

Qualifications & Requirements

• Direct experience in Autonomous Vehicle (AV) Operations, Dispatch, or Emergency Response environments is highly preferred.
• 2+ years of experience in a leadership role, such as an Operations Team Lead, Dispatch Supervisor, or WFM Manager.
• Strong proficiency in Google Sheets/Excel. Ability to translate raw operational data into clear, actionable insights for stakeholders.
• Exceptional verbal and written communication skills with proven experience presenting metrics to cross-functional teams or clients.
• High-level critical thinking skills with the ability to remain calm and make rapid, data-backed decisions in a high-pressure, incident-driven environment.