Senior Manager, Global Workforce Management

About the role

We are hiring for a Senior Manager, Global Workforce Management 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. You will lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting more than 4,000 agents globally. You will 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.

In this role, you can expect to

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.

Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.

What you'll do

Lead forecasting, capacity planning, scheduling, and workforce optimization for a global customer operations environment with over 4,000 agents.

Develop and maintain staffing plans that balance member demand, service level targets, employee experience, and financial objectives.

Collaborate with cross-functional partners including Operations, Finance, Vendor Management, Analytics, and Technology to align workforce strategies with business goals.

Analyze workforce performance metrics, identify risks and opportunities, and recommend timely staffing adjustments.

Define and refine processes to improve forecast accuracy, scheduling effectiveness, and overall workforce performance.

Lead the adoption of AI, automation, and emerging workforce technologies to drive scalable and precise workforce management.

Coach, manage, and develop a high-performing workforce management team, promoting accountability, collaboration, and continuous improvement.

Requirements

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 optimization.

Strong experience working with data, metrics, and analytical tools to drive decisions and improvements in workforce performance.

Excellent written and verbal communication skills to effectively collaborate with cross-functional stakeholders at all levels.

Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced, dynamic environment.

Proven ability to manage and influence partners across distributed teams and time zones in a remote-first organization.

A commitment to continuous improvement and a data-driven mindset focused on operational excellence and member experience.

Practical notes

The role is remote within the USA with no specified hours, travel requirements, visa conditions, or application deadlines outlined in the source. This position operates as a remote role, allowing the selected candidate to work from anywhere within the United States. There are no explicit working hour stipulations, overtime expectations, or mandatory location-based requirements indicated in the source material. Travel is not mentioned as a necessary component of the role, and no domestic or international travel requirements are specified. No visa sponsorship details are provided, and candidates should note that eligibility to work in the United States is an implicit requirement for employment. There are no published deadlines for application submission in the provided source, allowing for flexible application timing for interested professionals. The absence of these constraints provides flexibility for the successful candidate to manage their schedule in alignment with operational needs and personal preferences.