Responsibilities

• Lead the forecasting, capacity planning, scheduling, and optimization of workforce management strategies.
• Collaborate with cross-functional teams including Operations, Finance, Vendor Management, Analytics, and Technology to enhance operational performance.
• Develop and implement innovative workforce management solutions utilizing AI and automation to improve efficiency.
• Oversee a team responsible for managing over 4,000 agents globally to ensure optimal member experiences.
• Analyze data and metrics to drive data-driven decisions and improvements within the workforce management process.
• Provide strategic insights and recommendations to senior leadership based on workforce trends and performance metrics.
• Monitor and report on workforce performance, identifying areas for improvement and potential risks.
• Foster a culture of continuous improvement and innovation within the workforce management team.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field; Master’s degree preferred.
• 5+ years of experience in workforce management, operations, or a related field, with a focus on leading teams.
• Proven track record of managing large-scale workforce planning and optimization initiatives.
• Strong analytical skills with the ability to interpret complex data sets and make data-driven decisions.
• Exceptional leadership and communication skills to effectively collaborate with diverse teams.
• Experience with AI, automation, or advanced analytics in workforce management is highly desirable.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Benefits

• Competitive base salary starting at $170,000, with potential to $235,000 based on experience.
• Eligibility for performance-based bonuses and stock options.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and holiday leave.
• Opportunities for professional development and career advancement.
• Flexible work environment with options for remote work.