# Senior Manager, Global Workforce Management

**Company:** [Chime](https://hotfix.jobs/companies/chime)
**Location:** Remote
**Role:** Business Operations
**Salary:** $170k – $235k/yr
**Experience:** 7+ years
**Skills:** Workforce Management, Forecasting, Capacity Planning, Scheduling, Workforce Analytics, AI, Automation, Nice, Verint, Calabrio, Genesys, Predictive Analytics
**Posted:** 2026-06-04

> Lead global workforce management for a 4,000+ agent customer operations organization, overseeing forecasting, capacity planning, scheduling, and optimization while managing a team and driving AI/automation initiatives.

## Job Description

## Responsibilities
- 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.

## 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 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.
- Passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices and improve decision-making.

## Nice-to-Haves
- Experience in fintech, financial services, technology, e-commerce, or other high-growth customer-centric organizations.
- Experience with NICE, Verint, Calabrio, Genesys, or similar workforce management platforms.
- Experience managing global and outsourced workforce operations.
- Familiarity with AI-driven workforce planning tools, predictive analytics, and automation technologies.
- Bachelor's degree or equivalent practical experience.

## Compensation & Benefits
- Base salary: $170,000 - $235,000
- Eligible for bonus, competitive equity package, and benefits
- 401k match plus medical, dental, vision, life, and disability benefits
- Generous vacation policy and company-wide paid days off
- Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents
- Annual wellness stipend
- Access to Maven with $15k lifetime reimbursement for family planning services

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