Global Workforce Planning & Transformation
Leads global workforce planning and optimization for a 4,000-plus-agent customer operations organization. The role requires extensive workforce management experience, people leadership, analytical expertise, and experience applying AI and automation to improve staffing and operational performance.
About the job
Responsibilities
- Lead forecasting, capacity planning, scheduling, and workforce optimization across a global customer operations organization supporting more than 4,000 agents.
- Develop staffing plans aligned with 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 risks and opportunities, and recommend staffing adjustments to 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 accountability, collaboration, inclusion, and continuous improvement.
Requirements
- 7+ years of workforce management experience supporting large-scale customer operations environments.
- 3+ years of people leadership experience, with a track record of coaching, developing, and retaining high-performing teams.
- Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics.
- 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.
- Passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management and improve decision-making.
Compensation and Benefits
- Base salary of $170,000.00 to $235,000.00.
- Eligibility for a bonus, competitive equity package, and benefits.
- Comprehensive health, financial, and wellbeing benefits.
- Backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
- Generous vacation policy and company-wide paid days off.
- Paid parental leave of up to 22 weeks for birthing parents and 12 weeks for non-birthing parents.
- Family planning reimbursement.
- Annual wellness stipend.
- Fully remote program or an in-office policy of four days per week with Fridays from home for employees near an office.
Skills
Workforce Management, Forecasting, Capacity Planning, Scheduling, Real-Time Management, Workforce Analytics, Predictive Analytics, Artificial Intelligence, Automation, Vendor Management, Process Improvement, Service-Level Objectives
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