Senior Manager, Global Workforce Planning – Transformation
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Job Description
Senior manager optimizing workforce planning for Chime, a financial technology company. Leading forecasting, staffing, scheduling, analytics, and AI-driven transformation for 4,000+ global customer operations agents.
Responsibilities:
- Lead forecasting, capacity planning, scheduling, and workforce optimization across a global customer operations organization supporting more than 4,000 agents
- Develop staffing plans aligned with member demand, service level objectives, employee experience, and financial goals
- Partner with Operations, Finance, Vendor Management, Analytics, and Technology teams on workforce strategies
- Monitor workforce performance, identify risks and opportunities, and recommend staffing adjustments
- Establish and enhance processes improving forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance
- Champion AI, automation, and emerging workforce technologies
- Manage, coach, and develop a high-performing workforce management team
Requirements:
- 7+ years of workforce management experience supporting large-scale customer operations environments
- 3+ years of people leadership experience
- Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics
- Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners
- Strong analytical skills and ability to translate workforce data into actionable recommendations
- Experience driving process improvements, operational efficiencies, and cross-functional initiatives
- Experience or passion involving AI, automation, predictive analytics, and workforce technologies
Benefits:
- Full-time employees are eligible for a bonus
- Competitive equity package
- Benefits
- Fully remote program
- Team and company-wide events depending on location
- Backup child, elder, and pet care
- Subsidized commuter benefits for eligible employees
- Comprehensive health, financial, and wellbeing benefits
- Generous vacation policy
- Company-wide paid days off
- 1% of your time off to support local community organizations of your choice
- Annual wellness stipend for eligible wellness-related expenses
- Up to 22 weeks of paid parental leave for birthing parents
- 12 weeks of paid parental leave for non-birthing parents
- Family planning reimbursement
- Equal opportunity employer and disability accommodation support
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