Senior Manager, Workforce Strategy - RTA and Innovation - Remote

Overview

The Senior Manager of Workforce Strategy will oversee the execution and strategy of the Workforce Management team, ensuring optimal staffing and operational efficiency.

In Short

• Own intraday and in-week SLA performance.
• Design and operationalize execution models for real-time decision-making.
• Drive WFM innovation through automation and AI.
• Identify opportunities to automate manual processes.
• Leverage WFM platform experience for strategic improvements.
• Partner with cross-functional teams for scalable improvements.
• Drive accountability to operational KPIs.
• Communicate results and opportunities to leadership.

Requirements

• 7+ years in Workforce Management or Support Operations.
• Expertise in WFM tools (NICE, Verint, etc.).
• Experience in fast-paced, ambiguous environments.
• Passion for innovation and automation.
• Strong analytical skills with data tools (SQL, Excel, Tableau).
• Strategic leadership and operational skills.
• Ability to inspire and align cross-functional partners.
• Balance between hands-on execution and strategic vision.

Benefits

• Comprehensive benefits package including medical, dental, and vision.
• 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Flexible paid time off and paid sick leave.
• Equity grants opportunities.
• Wellness benefits and mental health programs.
• 11 paid holidays.
• Disability and basic life insurance.