Backed by SoftBank VF, ICONIQ and Menlo.
About the role
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 right time, and this role sits at the center of making that happen.
What they're looking for
- 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
More about this role
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 right time, and this role sits at the center of making that happen.
As our Senior Manager, Global Workforce Management, you'll lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting more than 4,000 agents globally. You'll partner closely with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve operational performance while helping shape the future of workforce management through AI, automation, and continuous innovation.
The 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. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.
- Lead forecasting, capacity planning, scheduling, and workforce...
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