Customer Experience Workforce Manager
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- Location
- United States of America
- Posted
- Salary Range
- 100k - 125k USD
Workforce Management Manager for Customer Experience team, driving operational excellence through data-driven decision making.
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Customer Experience Workforce Manager
Alma
Job Location
Salary Range
100k - 125k USD / YEAR
Job Summary
We are seeking an innovative Workforce Management Manager to lead and evolve our Customer Experience workforce planning and scheduling program. The ideal candidate combines strong analytical capabilities with hands-on experience in building or making key improvements to WFM programs. As a WFM Manager, you’ll be responsible for building, maintaining, and optimizing a suite of forecasting, scheduling, and monitoring tools to power our CX Delivery team of over 80 agents to meet response and resolution time SLAs. You will report to our Senior Manager of CX Operations and have the opportunity to build and shape the future of our WFM function while driving operational excellence through data-driven decision making. The role is expected to grow from an individual contributor to a team leader within the first year, with opportunities for collaboration with senior cross-functional stakeholders to align WFM strategies with business objectives. You will also be responsible for fostering a data-driven culture focused on continuous improvement and operational excellence, delivering actionable workforce insights, and maintaining transparent communication of current and forecasted metrics. The company offers flexible remote work options, $4,000/year travel stipends, equity in a fast-growing company, and comprehensive benefits package. If you are a seasoned leader or early tinkerer with AI, we will shape your role around your strengths.
Customer Experience Workforce Manager
We are seeking an innovative Workforce Management Manager to lead and evolve our Customer Experience workforce planning and scheduling program. In this role, you will have the opportunity to build and shape the future of our WFM function while driving operational excellence through data-driven decision making. As a WFM Manager, you’ll be responsible for building, maintaining, and optimizing a suite of forecasting, scheduling, and monitoring tools to power our CX Delivery team of over 80 agents to meet response and resolution time SLAs. Over the first year, we expect this role to grow from an individual contributor to a team leader. The ideal candidate combines strong analytical capabilities with hands-on experience in building or making key improvements to WFM programs.
You will report to our Senior Manager of CX Operations.
What you’ll do:
Be a key decision maker in our workforce management strategies alongside CX and Operations leadership teams.
Lead the end to end development and maintenance of our workforce management tools and processes including staffing models, scheduling approaches, and monitoring to oversee real-time adherence
Maintain accurate forecasting models for volume and staffing requirements based on channel, seasonality, and other factors
Deliver actionable workforce insights, maintain transparent communication of current and forecasted metrics, and develop intuitive self-service reporting solutions to our CX and Operations leadership teams. Present regular performance updates to stakeholders
Foster a data-driven culture focused on continuous improvement and operational excellence
Collaborate with senior cross-functional stakeholders to align WFM strategies with business objectives
Dependent on business needs, hire, lead, and develop a team of WFM specialists
Who you are:
You have 4-8 years of workforce management experience in a multi-channel customer service environment, and demonstrated leadership and mentorship experience
You have demonstrated experience in building or making key improvements to WFM programs and processes, such as expanding reporting for a new channel or introducing real-time schedule adherence
You have strong analytical skills with advanced Excel and data visualization skills; Basic proficiency with SQL - can write basic functions like select statements, joining multiple tables, filtering, aggregates & case/when statements
You have experience with WFM software platforms (e.g., Assembled, NICE, ADP)
You have excellent problem-solving abilities with a track record of proactively identifying possible issues and leading data-driven decision making
You have strong communication skills with ability to influence cross-functional stakeholders
Benefits:
We’re a remote-first company
Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
401K plan (ADP)
Monthly therapy and wellness stipends
Monthly co-working space membership stipend
Monthly work-from-home stipend
Financial wellness benefits through Northstar
Pet discount program through United Pet Care
Financial perks and rewards through BenefitHub
EAP access through Aetna
One-time home office stipend to set up your home office
Comprehensive parental leave plans
11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
Flexible PTO
Salary Band: $100,000 - $125,000
Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.
All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.
