Global Workforce Planning & Transformation Leader

Chime; United States; Remote; USD 170,000 - 235,000; Full time

Job summary

Chime is hiring a Senior Manager, Global Workforce Planning & Transformation to scale workforce planning across our global Customer Operations. You will lead forecasting, capacity planning, scheduling, and optimization for thousands of agents, partnering with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve performance.

This role focuses on leveraging AI, automation, and innovative workforce technologies to drive scalable, data-driven decisions and continuous

Qualifications

• 7+ years of workforce management experience in large-scale operations.
• 3+ years of people leadership with coaching and retaining teams.
• Expertise in forecasting, capacity planning, scheduling, real-time management and analytics.
• Experience with multiple geographies, channels, and vendor partners.
• Strong analytical skills translating data into actionable recommendations.
• Experience leading process improvements and cross-functional initiatives.
• Passion for AI, automation and modern workforce technologies.

Responsibilities

• Lead forecasting, capacity planning, scheduling and optimization for 4,000+ agents.
• Develop staffing plans aligning demand, service levels and financial goals.
• Partner with Operations, Finance, Vendor Management and Analytics teams.
• Monitor performance, identify risks and opportunities, adjust staffing.
• Establish processes to improve forecast accuracy and scheduling efficiency.
• Champion AI and automation to improve scalability and decision-making.
• Manage and develop a high-performing WFM team.

Skills

Forecasting

Capacity planning

Scheduling

Workforce analytics

AI & automation

Leadership

Cross-functional collaboration

Job description

Chime is hiring a Senior Manager, Global Workforce Planning & Transformation to scale workforce planning across our global Customer Operations. You will lead forecasting, capacity planning, scheduling, and optimization for thousands of agents, partnering with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve performance.

This role focuses on leveraging AI, automation, and innovative workforce technologies to drive scalable, data-driven decisions and continuous