Senior Manager, Global Workforce Management

United StatesRemote

$15,000

Responsibilities

Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.

You'll partner closely with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve operational performance while helping shape the future of workforce management through AI, automation, and continuous innovation.
experience supporting large-scale customer operations environments.
experience with a demonstrated track record of coaching, developing, and retaining high-performing teams.
Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners.
Experience driving process improvements, operational efficiencies, and cross-functional initiatives that improve service delivery and business performance.
Passion for leveraging AI, automation, predictive analytics, and workforce technologies to modernize workforce management practices and improve decision-making. Nice-to-have •
Experience in fintech, financial services, technology, e-commerce, or other high-growth customer-centric organizations. •
Experience with NICE, Verint, Calabrio, Genesys, or similar workforce management platforms. •
Experience managing global and outsourced workforce operations.
Familiarity with AI-driven workforce planning tools, predictive analytics, and automation technologies.
Bachelor's degree or equivalent practical experience. #LI-Remote #LI-EI1 A little about us

The base salary offered for this role and level of
experience will begin at $170,000.00 and up to $235,000.00.
Full-time employees are also eligible for a bonus, competitive equity package, and benefits.
The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.
💻 In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
💰 Competitive salary based on experience
✨ 401k match plus great medical, dental, vision, life, and disability benefits
🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
🫂 1% of your time off to support local community organizations of your choice
👟 Annual wellness stipend to use towards eligible wellness related expenses
👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.

If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com .

We're hiring for a Senior Manager, Global Workforce Management to help scale and optimize workforce planning across our global Customer Operations organization.
Delivering exceptional member experiences requires having the right people in the right place at the right time, and this role sits at the center of making that happen.
As our Senior Manager, Global Workforce Management, you'll lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting more than 4,000 agents globally.
Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that drive measurable business outcomes. •
experience translating workforce data into actionable recommendations for operational and executive stakeholders. •
At Chime, we believe that everyone can achieve financial progress.
We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free.
Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals.
We're a team of problem solvers, dreamers, and builders with one shared obsession: our members.