Director, Workforce Management

The Director, Workforce Management leads the strategy and execution that enables a large, globally distributed customer operations network to deliver exceptional experiences. As a leader of leaders, you will shape the capabilities, operating rhythms, and workforce solutions needed to support complex, multi-region operations. 

You will partner with Operations and business process outsourcing partners globally, as well as Finance, Technology, Product, and other senior stakeholders. Through data, automation, and strong leadership, you will improve productivity, agility, service levels, and operational resilience across geographies, channels, and delivery sites. 

In this role, you will: 

• Lead a large, global workforce management organization, setting clear expectations, operating rhythms, and performance standards across regions. 

• Oversee capacity planning, real-time management, resource management, workforce optimization, and supporting technology in alignment with customer demand and business priorities. 

• Lead transformation from strategy through execution, including operating model design, technical migrations, process redesign, technology enablement, readiness, adoption, and benefits realization. 

• Build measurable approaches to improve resource utilization, productivity, service levels, quality, and operational resilience through reporting, automation, and continuous improvement. 

• Develop managers and organizational depth by coaching leaders, strengthening accountability, supporting career development, and building a strong leadership pipeline. 

• Advise senior stakeholders through critical business changes, remove barriers to progress, and secure the resources and support needed to deliver meaningful results. 

Experience and qualifications:

• You have 10+ years of relevant experience with a bachelor’s degree, or 8+ years of relevant experience with a master’s degree. 

• You have a bachelor’s degree in business, operations, analytics, or a related technical field; or equivalent related professional experience. 

• You have 10+ years of experience managing people leaders and developing high-performing, geographically distributed teams. 

• You have deep experience in workforce management, contact center operations, capacity planning, and workforce optimization across multiple regions, channels, or delivery sites. 

• You are proficient in Microsoft Office, particularly Excel and PowerPoint, and experienced with workforce optimization platforms such as Amazon Connect, NICE inContact, Genesys, or Aspect. 

• You have working expertise with contact center telephony platforms and case management platforms such as Salesforce and Jira, and you use data and technology to guide operational decisions. 

• You communicate complex operational and technical concepts clearly, build trusted relationships with senior stakeholders, and create meaningful change through collaboration.