Senior Manager, Global Workforce Planning & Transformation

ABOUT THE ROLE Senior Manager, Global Workforce Planning & Transformation You will lead the workforce planning function for a global Customer Operations organization that supports more than 4,000 agents. Your focus will be on forecasting, capacity planning, scheduling, and workforce optimization to ensure that the right people are in the right roles at the right time. You will partner with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve operational performance and drive the adoption of AI, automation, and continuous innovation in workforce management. WHAT YOU'LL DO - Direct forecasting, capacity planning, scheduling, and workforce optimization across a large‑scale global customer operations organization. - Create staffing plans that balance member demand, service level objectives, employee experience, and financial goals. - Collaborate with cross‑functional teams to align workforce strategies with business priorities and long‑term growth. - Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes. - Establish and refine processes that enhance forecast accuracy, staffing efficiency, schedule effectiveness, and overall workforce performance. - Champion the use of AI, automation, and emerging workforce technologies to increase scalability, forecasting precision, and 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 NEED - 7+ years of workforce management experience in large‑scale customer operations environments. - 3+ years of people‑leadership experience with a proven 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 managing complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners. - Strong analytical skills and the ability to translate workforce data into actionable recommendations for operational and executive stakeholders. - A track record of driving process improvements, operational efficiencies, and cross‑functional initiatives that enhance service delivery and business performance. - Passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices and improve decision‑making. WHY REMOTE This role is fully remote, allowing you to work from anywhere while collaborating with a global team across multiple time zones. BENEFITS The base salary for this position ranges from $170,000 to $235,000, depending on location, skills, qualifications, and experience. Full‑time employees are eligible for a bonus, competitive equity package, and benefits.