Director, Workforce Management

Aura; United States; Remote; USD 120,000 - 140,000; Full time

Benefits offered by this job

Health & wellness benefits

Retirement savings plan

Parental leave

Competitive pay

Job summary

Aura is seeking a Director of Workforce Management to lead forecasting, capacity planning, and scheduling for our US-based support operations. You will partner with CX, Operations, and Finance to optimize staffing and service levels, driving efficiency through data-driven insights.

You will build and mentor a four-person WFM team, manage telephony and WFM systems, and champion automation and AI initiatives to scale customer experiences across voice, chat, and email channels.

Qualifications

• 5+ years of workforce management experience within a contact center environment
• 5+ years of leadership experience leading a WFM function or team
• Strong analytical skills with forecasting, capacity planning, scheduling, and real-time management
• Experience with WFM software (e.g., Verint, NICE, Aspect) and telephony systems (Five9, RingCentral, Genesys)
• Proven ability to collaborate with Operations leaders to drive innovation and improve customer experience
• Excellent leadership, coaching, and team development abilities

Responsibilities

• Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels
• Own capacity and workforce planning to align staffing with business objectives and customer demand
• Develop and manage KPIs related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence
• Lead a WFM team of four covering scheduling, real-time management, and WFM systems administration
• Oversee telephony and WFM systems management, including vendor relationships and implementation
• Leverage data analytics to enhance reporting and drive operational improvements
• Partner with CX and Operations to align processes with WFM objectives
• Drive automation and AI initiatives to scale support delivery and improve customer experience
• Present reports and insights to senior leadership to improve contact center efficiency

Skills

Forecasting

Capacity planning

Real-time management

Leadership

Data analytics

Stakeholder management

Communication

Tools

Verint

NICE

Aspect

Five9

RingCentral

Genesys

Job description

Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grew startups into multi-billion dollar organizations. Come build with us!

About the Role

We are a fast-paced, high-growth company looking for an innovative and experienced Director of Workforce Management (WFM). Reporting to the Chief Customer Officer, this is an important leadership role responsible for leading the strategic planning, implementation, and execution of all workforce management functions for an in-house and US-based 180-person support operation. This role ensures the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals, with a focus on delivering an outstanding customer experience.

Responsibilities

Workforce Management Strategy & Planning

Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels, including voice, chat, email, and tickets.

Own capacity and workforce planning to align staffing needs with business objectives and evolving customer demand, partnering closely with business leaders and Finance to drive accurate forecasting, budgeting, and scalable workforce strategies.

Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence.

WFM Team & Systems

Lead a WFM team of four covering scheduling, real-time management, and WFM systems administration.

Oversee the management of telephony and workforce management systems, including vendor relationships and implementation, ensuring systems align with operational objectives.

Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.

Cross-Functional Partnership & Innovation

Partner closely with CX and Operations leaders to ensure alignment between operational processes and workforce management objectives.

Drive opportunities to innovate and improve support delivery through emerging customer support technologies, including AI and automation, with a focus on scalability, efficiency, and customer experience.

Leadership & Reporting

Present reports, insights, and recommendations to senior leadership to improve contact center efficiency and customer experience.

What You Bring to the Table

• 5+ years of workforce management experience within a contact center environment, with 5+ years of leadership experience and demonstrated experience leading a WFM function or team.
• Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.
• Experience with WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar).
• Proven ability to collaborate with Operations leaders to drive innovation, process optimization, and improved customer experience.
• Excellent leadership, coaching, and team development abilities.
• Strong ability to prioritize and manage competing demands.
• Effective communication and stakeholder management skills.
• Ability to work in a fast‑paced, dynamic environment and drive continuous improvement.
• Experience with automation and AI tools is a plus.

Nice to Have Experience

• Experience serving as the primary contact and subject matter expert (SME) for WFM and telephony systems.
• Experience leading and scaling a global WFM team.

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!

Pay range for this position is $120,000–$140,000, but may vary depending on job-related knowledge, skills, experience and location.

This position is remote, but candidates must be US-based.

#LI-Remote

Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category.

Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.

Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.

Important privacy information for United States based job applicants can be found here.