Senior Manager, Workforce Strategy – RTA and Innovation
Location
California
Posted
159 days ago
Salary
$143.4K - $210.9K / year
7 yrs expEnglishSQLTableau
Job Description
• Own intraday and in-week SLA performance
• Drive the innovation agenda for WFM
• Partner with cross-functional stakeholders to connect strategy to execution
• Act as the architect of WFM innovation
• Design and operationalize execution models
• Serve as the bridge between vision and execution
Job Requirements
- 7+ years of experience in Workforce Management or Support Operations
- Proven track record of implementing and optimizing WFM tools and platforms (NICE, Verint, Assembled, Genesys, or similar)
- Deep expertise in building and scaling RTA functions from scratch
- Strong analytical skills and fluency with data tools (SQL, Excel, Tableau or similar)
- Passionate about innovation and automation
- Comfortable defining long-term strategy and building sustainable models
- Thrives in fast-paced, ambiguous environments
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off and paid sick leave
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic life insurance
- Family-forming assistance
- Mental health program
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