Head of Workforce Optimization

What you'll do

• Set the operating strategy and model for workforce planning, forecasting, staffing, and real-time management.
• Lead long-range capacity planning, vendor governance, performance analytics, and workforce incident response.
• Build and develop a multidisciplinary team and partner across operations, finance, compliance, product, engineering, and data science to incorporate automation and AI into workforce decisions.

What they ask for

• At least 15 years of related experience within Workforce Management, Operations, Data Science, or related functions.
• Experience leading and transforming a global Workforce Management function across forecasting, capacity planning, scheduling, real-time management, analytics, and vendor governance.
• Experience supporting high-volume customer operations and back-office or regulated operations.
• Demonstrated success building operating models and teams across regions, internal employees, and outsourced partners while maintaining service, quality, resilience, and financial discipline.

Pay

$217,800 — $326,800 USD (base salary)

Tools

Assembled, Snowflake, SQL, Google Workspace, Block-built planning and reporting applications, AI and automation tools

AI focus

Partner with product, engineering, data science, and operations to prioritize automation, account for its expected benefits in workforce plans, and develop ways of working across people and AI systems. Move workforce decisions toward automated, predictive systems with human guardrails.