💼 About This Role

You'll lead a high-performing global team of nine, designing an AI-augmented workforce ecosystem to optimize customer experience resources. Your work will move beyond traditional capacity planning to real-time resource orchestration across global regions, ensuring maximum customer impact. You'll act as a key advisor to senior leadership with data-backed recommendations on headcount investment.

🎯 What You'll Do

• Design and execute long-term workforce strategy leveraging AI efficiency gains
• Implement automated intraday re-balancing strategies across channels
• Partner with technology vendors to enhance automation in follow-the-sun model
• Develop predictive analytics and what-if scenario models for operational changes

📋 Requirements

• Extensive experience leading workforce management in a global, multi-site environment
• Proven track record guiding teams through technological transformations with AI and automated routing
• Mastery of intraday management to pivot resources during high-volatility events
• Ability to influence senior stakeholders with data-backed recommendations

✨ Nice to Have

• Experience with AI-augmented workforce planning tools
• Background in customer experience or customer success operations
• Familiarity with predictive analytics and scenario modeling

🎁 Benefits & Perks

• 🏖️ Hybrid work model balancing office and remote flexibility
• 📈 Leadership role in a high-performing global team
• 🤖 AI-augmented tools to optimize workforce planning

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical Case Study· 60 min
4. 4Final Round with Leadership· 60 min