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Global Workforce Planning & Transformation

chime· 55 open roles

Remote RemoteFull-time1 weeks ago
Salary
$235,000 - $235,000
Experience
Mid
Job Type
Full-time
Posted
1 weeks ago
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About This RoleAI processing…

About the role We're hiring for a Senior Manager, Global Workforce Planning & 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. 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 closel

Key Responsibilities

  • 1
    Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
  • 2
    Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
  • 3
    Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
  • 4
    Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
  • 5
    Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
  • 6
    Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
  • 7
    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.

Perks & Benefits

🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
🏝 Generous vacation policy and company-wide paid days off
🫂 1% of your time off to support local community organizations of your choice
👟 Annual wellness stipend to use towards eligible wellness related expenses
👶 Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
👪 Access to family planning reimbursement
💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

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