Senior Manager, Workforce
Customer Experience
The Senior Manager, Workforce drives productivity, efficiency, and workforce optimization, ensuring peak performance while maintaining service levels and cost-effectiveness. This role oversees staffing, scheduling, real-time adjustments, and performance optimization to maximize efficiency without compromising team experience.
About The Role
The Senior Manager, Workforce drives productivity, efficiency, and workforce optimization, ensuring peak performance while maintaining service levels and cost-effectiveness. This role oversees staffing, scheduling, real-time adjustments, and performance optimization to maximize efficiency without compromising team experience.
- Lead the Online Strategy & BPO teams - Manage managers and team members.
- Workforce Planning & Scheduling - Ensure optimal staffing levels for efficiency and cost control, align hiring and staffing with business needs and partner with HR, leadership, and BPOs to meet staffing goals.
- Scheduling & Shift Management - Build schedules aligned with forecasted demand, optimize shifts, breaks, and rotations for coverage and maintain compliance with labor laws & policies.
- Real-Time Workforce & Intraday Management - Monitor real-time workforce activity to meet SLAs, adjust staffing dynamically based on demand changes, escalate risks related to absenteeism or outages and oversee shift capacity and activity, including incidents, peak times, and off-peak times.
- Performance Management & Optimization - Analyze workforce data to drive efficiency, monitor to Identify and resolve adherence gaps and productivity issues, and collaborate on training and quality improvements.
- Workforce Technology & Process Improvement - Manage WFM tools and automation, optimize workforce processes and efficiency, and Provide data-driven insights to leadership.
Your Experience & Skills
- 8+ years of experience as a Customer Experience/Workforce Management for large global sites in an Enterprise SaaS environment or B2C
- A proven senior leader who has experience managing people managers
- Experience in real-time monitoring & scheduling & site productivity performance management
- Proficiency in WFM tools (e.g., NICE, Verint, Teleopti)
- Strong data analysis & problem-solving skills
- Experience with AI & automation in WFM is a plus
- Effective cross-functional collaboration & communication
For New York City-based hires only: Compensation Range: $125,000-$160,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations
Please note that this role is on a hybrid model.
Visa sponsorship for this role is currently not available.
monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.
We believe in equal opportunity.
monday.com is an equal opportunity employer and bans discrimination and harassment of any kind. monday.com is committed to the standard of equal employment opportunity for all employees and to creating and maintaining a workplace free of discrimination and harassment.
All qualified applicants will be considered for employment regardless of any personal characteristic. We encourage candidates from all backgrounds to apply, regardless of their race, religion, national origin, ethnicity, sexual orientation, gender identity, age, marital status, family or parental status, physical or mental disability or any other status protected by the laws or regulations in the locations where monday.com operates.
monday.com is committed to working with and providing access and reasonable accommodation to applicants with any disabilities. If you think you may require accommodation for any part of the recruitment process, please send a request to accommodations@monday.com.
All requests for accommodation are treated confidentially , as practical and permitted by law.
monday.com is an equal opportunity employer and bans discrimination and harassment of any kind. monday.com is committed to the standard of equal employment opportunity for all employees and to creating and maintaining a workplace free of discrimination and harassment.
All qualified applicants will be considered for employment regardless of any personal characteristic. We encourage candidates from all backgrounds to apply, regardless of their race, religion, national origin, ethnicity, sexual orientation, gender identity, age, marital status, family or parental status, physical or mental disability or any other status protected by the laws or regulations in the locations where monday.com operates.
monday.com is committed to working with and providing access and reasonable accommodation to applicants with any disabilities. If you think you may require accommodation for any part of the recruitment process, please send a request to accommodations@monday.com.
All requests for accommodation are treated confidentially , as practical and permitted by law.
Meet the Customer Experience team
Customer Experience (CX) is the face of monday.com, cultivating trust with our customers and delivering innovative solutions with a smile. We embrace teamwork and ownership, using our creativity and knack for problem-solving to create exceptional experiences for every person we interact with.
