# Global Workforce Planning & Transformation

**Company:** [Chime](https://hotfix.jobs/companies/chime)
**Location:** Remote
**Role:** Revenue Operations
**Salary:** $170k – $235k/yr
**Experience:** 7+ years
**Skills:** Workforce Management, Forecasting, Capacity Planning, Scheduling, Real-Time Management, Workforce Analytics, Predictive Analytics, Artificial Intelligence, Automation, Vendor Management, Process Improvement, Service-Level Objectives
**Posted:** 2026-08-14

> 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.

## Job Description

## 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.

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