Global Workforce Planning & Transformation

Headquarters: Remote, USA 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 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. In this role, you can expect to Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global cus