Global Workforce Planning & Transformation

<h2><span style="font-family: helvetica, arial, sans-serif;"><strong>About the role</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">We're hiring for a Senior Manager, Global Workforce Planning &amp; Transformation to help scale and optimize workforce planning across our global Customer Operations organization. Delivering exceptional member experiences requires having the right people in the right place at the right time, and this role sits at the center of making that happen.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">As our Senior Manager, Global Workforce Management, you'll lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting more than 4,000 agents globally. You'll partner closely with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve operational performance while helping shape the future of workforce management through AI, automation, and continuous innovation.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">The base salary offered for this role and level of experience will begin at $170,000.00 and up to&nbsp;$235,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>In this role, you can expect to</strong></span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.</span></li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>To thrive in this role, you have</strong></span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">7+ years of workforce management experience supporting large-scale customer operations environments.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Deep expertise in forecasting, capacity planning, scheduling, real-time m