Position Summary:

The Senior Manager, Workforce Strategy & Operations will design and implement workforce strategies that support business growth, optimize performance, and increase operational efficiency.

Responsibilities:

Develops and executes workforce operations strategies through data-driven analysis, strategic recommendations, and hands-on execution in a fast-paced, evolving environment
Serves as the operations lead for telephony related workforce management tools and technology; partners with cross-departmental stakeholders to ensure these systems function optimally and support evolving business needs
Conducts advanced modeling and analytics to optimize workforce performance, incentive structures, capacity utilization, and outreach campaigns
Analyzes historical trends and forecasts future workforce needs, including volume projections, attrition modeling, and hiring requirements
Creates and enhances key operational metrics, dashboards, and reporting frameworks to identify workforce efficiency and performance insights to senior leaders across the enterprise
Collaborates with stakeholders across team and functions to integrate workforce strategies into broader business objectives
Performs other duties as assigned

Requirements:

Bachelor’s degree is required; master’s degree in business administration, analytics, or quantitative field (e.g., Finance, Economics, Mathematics, Engineering) preferred
5 years of experience in business analysis, strategy, or workforce management
3 years of leadership experience with direct reports required
Background in healthcare, consulting, or experience in fast-paced entrepreneurial environments is preferred
Strong quantitative orientation and a proven track record of using analytics to inform decision making

Skills:

Strong modeling, forecasting, and data visualization skills to drive operational insights and decisions
Exceptional written and verbal communication skills, with the ability to convey complex information clearly and persuasively to senior leaders
Thrives in fast-paced environments, balancing multiple priorities while maintaining high performance
Comfort navigation ambiguity and tackling complex challenges with creative, data-driven solutions
Ability to lead, develop, and mentor a team of team of workforce professionals
Ability to connect workforce operations to broader enterprise goals and develop scalable, high-impact strategies
Ability to build trusted relationships across teams and influence without direct authority

Travel:

Limited Travel, Scheduled per needs of the business

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Senior Manager, Workforce Strategy & Operations

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