Global Workforce Planning & Transformation

Rozgoo; San Francisco (CA); On-site; USD 170,000 - 235,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Rozgoo is seeking a Senior Manager, Global Workforce Planning & Transformation to scale and optimize workforce planning across our global Customer Operations organization. You will lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for operations supporting over 4,000 agents.

The role partners with Operations, Finance, Vendor Management, Analytics, and Technology to drive performance and innovation.

Qualifications

• 7+ years of workforce management experience in large-scale customer operations.
• 3+ years of people leadership experience.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management.

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.
• Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
• 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.

Skills

Forecasting

Capacity planning

Scheduling

People leadership

Workforce management

AI & automation

Job description

About the role

We're hiring for a Senior Manager, Global Workforce Planning & Transformation 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. 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.

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 this role, you can expect to

• 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.
• Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
• 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.

To thrive in this role, you have

• 7+ years of workforce management experience supporting large‑scale customer operations environments.
• 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high‑performing teams.
• Deep expertise in forecasting, capacity planning, scheduling, real‑time m