Customer Experience Workforce Manager
Alma
- 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.
Remote Jobs
Scale Customer Success Manager
Coefficient
- Location
- United States of America
- Posted
- Salary Range
- 85k - 125k USD
Join Coefficient as a Customer Success Manager to drive product adoption and deliver exceptional value, ensuring strong retention and expansion KPIs while collaborating with cross-functional teams.
Training Manager - Customer Support
SQUIRE
- Location
- United States of America
- Posted
Training Manager, Customer Support at SQUIRE: Develops and delivers comprehensive onboarding programs, creates engaging training content, and analyzes performance data to improve customer support team's effectiveness.
Sr. Customer Success Manager
Zapier
- Location
- British Virgin Islands
- Posted
- Salary Range
- 155k - 233k USD
Join Zapier's Customer Success team as a Sr. CSM and deliver exceptional 1:1 support to upmarket customers.
Senior Product Manager, Customer Service
Binance
- Location
- Brunei Darussalam
- Posted
Senior Product Manager for Customer Service at Binance, leading product roadmap and large-scale projects, leveraging technical expertise and data-driven decision-making.
Finance Manager - Customer Solutions
Clari
- Location
- United States of America
- Posted
Lead FP&A activities for customer solutions team at Clari, partner with leadership teams on financial planning, and champion improved reporting and analytics.
Digital Customer Success Manager
360Learning
- Location
- Spain
- Posted
Digital Customer Success Manager - Remote Spain
Customer Advocacy Marketing Manager - Events
Zapier
- Location
- British Virgin Islands
- Posted
- Salary Range
- 128k - 192k USD
Lead customer advocacy efforts by crafting content strategies and sourcing speakers for key events at Zapier, fostering connections and driving engagement within the community.
Customer Support Admin
Panoptyc
- Location
- Philippines
- Posted
Customer Support Admin job at Panoptyc, ensuring customer success with camera installations and solutions, remote work available.
Customer Success Manager, Onboarding
OpenPhone
- Location
- Canada
- Posted
- Salary Range
- 78k - 100k USD
Customer Success Manager, Onboarding - Modern business phone system
Customer Success Operations Manager
Retraced
- Location
- Germany
- Posted
Customer Success Operations Manager - Remote
Principal Software Engineer - Workforce
Restaurant365
- Location
- United States of America
- Posted
- Salary Range
- 132k - 198k USD
Lead software development at Restaurant365, driving engineering excellence and aligning with product goals. Work on cloud-based platforms for the restaurant industry, focusing on high-quality code and strategic technical leadership.
Product Manager - Customer Studio
Hightouch
- Location
- British Virgin Islands
- Posted
Lead product development for Hightouch's CDP platform, focusing on marketer tools like audience segmentation and journey orchestration. Drive innovation and customer success with a high-impact team.
Senior Software Engineer - Workforce
Restaurant365
- Location
- United States of America
- Posted
- Salary Range
- 108k - 162k USD
Join Restaurant365 as a Senior Software Engineer to lead the development of our SaaS platform, collaborate with cross-functional teams, and drive technical excellence in a dynamic environment. Utilize your expertise in C#, .NET, microservices, and cloud technologies to contribute to innovative solutions for the restaurant industry.
Senior Customer Success Manager
Restaurant365
- Location
- United States of America
- Posted
- Salary Range
- 75k - 80k USD
Lead customer success at Restaurant365 by managing relationships, ensuring product adoption, and driving customer satisfaction. Collaborate with cross-functional teams and provide strategic guidance to achieve customer goals.
Senior Customer Success Manager
Monarch Money
- Location
- United States of America
- Posted
- Salary Range
- 100k - 115k USD
Join Monarch as a customer support specialist and help users take control of their finances with our financial management platform.
Senior Customer Success Manager
Vercel
- Location
- United States of America
- Posted
Customer Success Manager for Enterprise customers at Vercel, driving business value through innovation and capabilities.
Senior Customer Success Manager
OfferFit
- Location
- Canada
- Posted
- Salary Range
- 40k - 233k USD
Senior Customer Success Manager at OfferFit: drive customer success with AI decisioning engine, build meaningful relationships, and contribute to product development.
Customer Onboarding Manager | Japan/South Korea
Deel
- Location
- Brunei Darussalam
- Posted
Join Deel as a Project Manager and contribute to launching Global Employee Management Platforms for clients. Develop product expertise, communicate effectively, and provide global payroll expertise.
Customer Onboarding Manager | Japan/South Korea
Deel
- Location
- Brunei Darussalam
- Posted
Join Deel as a Project Manager and help launch the Global Employee Management Platform for clients, working with a talented team and driving continuous improvement.
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.
