The opportunity
We're hiring for a Senior Manager, Global Workforce Planning & Transformation to help scale and optimize workforce planning across our global Customer Operations organization. Delivering exceptional member experiences requires having the right people in the right place at the…
What you'll do
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.
What they're looking for
- Manage, coach, and develop a high-performing workforce management team while: fostering a culture of accountability, collaboration, inclusion, and continuous improvement.
- + years of workforce management experience supporting large-scale customer operations environments.
- + 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.
