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Role Description

This role leads the operational engine behind the service floor, driving workforce management, quality assurance, and process optimization. You will manage frontline team leads and ensure efficient queue handling, call and ticket management, and coaching programs. By implementing rigorous forecasting, adherence standards, and performance benchmarks, you will help scale operations while maintaining high-quality service delivery. This position combines leadership, analytical insight, and system optimization to ensure operational excellence. You will work closely with cross-functional teams to leverage data, automate workflows, and implement metrics that directly impact customer satisfaction. The ideal candidate thrives in a fast-paced, remote environment and is motivated by building disciplined, high-performing teams that deliver measurable results.

• Build and maintain accurate workforce forecasts, factoring seasonality, peak periods, and new product launches
• Develop capacity models tied to SLAs, volume projections, and cost targets
• Manage Service Team Leads, standardizing expectations for queue management, call monitoring, QA scoring, and coaching
• Implement productivity and performance benchmarks while ensuring floor discipline and operational control
• Own and evolve quality assurance processes, tying insights to training, workflow changes, and continuous improvement
• Optimize CX systems, dashboards, routing logic, and automation to improve efficiency and visibility
• Define, track, and report core service KPIs to senior leadership, driving accountability and measurable improvement

Qualifications

• 7+ years of experience in workforce management, service operations, or contact center leadership
• Proven experience in forecasting, capacity planning, QA management, and floor operations at scale
• Demonstrated ability to manage frontline leaders in high-volume, fast-paced environments
• Strong analytical skills and experience building operational dashboards and performance reporting
• Familiarity with Zendesk, Twilio Flex, or similar service platforms preferred
• Excellent communication, coaching, and organizational skills
• Track record of process optimization and driving measurable operational improvements

Benefits

• Competitive salary: $100,000 – $110,000 USD annually
• Remote-first flexibility with U.S. employees eligible in multiple states
• Comprehensive medical, dental, and vision coverage, including mental health support and family-building benefits
• Paid time off, holidays, and vacation accrual with increasing PTO over time
• Company-paid life, short-term, and long-term disability insurance
• 401(k) plan and long-term financial planning support
• Wellness offerings including gym discounts and Employee Assistance Program
• Performance-driven culture with referral rewards and recognition programs
• Choice of Mac or PC and top-tier tech to support productivity