Global Workforce Transformation Lead (Remote)

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

Benefits offered by this job

Backup care

Wellbeing benefits

Generous vacation

Parental leave

Wellness stipend

Remote-friendly

Job summary

Chime is hiring a Senior Manager, Global Workforce Planning & Transformation to scale forecasting, capacity planning, scheduling, and workforce optimization for a global customer operations team of over 4,000 agents. You’ll lead a skilled team and partner across Operations, Finance, and Analytics to drive performance and innovation.

This role emphasizes AI, automation, and modern workforce technologies to improve scalability and decision-making while fostering a culture of accountability and

Qualifications

• 7+ years of workforce management experience supporting large-scale customer operations environments.
• 3+ years of people leadership experience coaching and developing teams.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management, and analytics.
• Experience with complex operations across geographies, channels, and vendor partners.
• Strong analytical skills translating data into actionable recommendations for execs.
• Experience driving process improvements and cross-functional initiatives.
• Passion for AI, automation, predictive analytics, and modern workforce technologies.

Responsibilities

• Lead forecasting, capacity planning, scheduling, and workforce optimization for 4,000+ agents globally.
• Develop staffing plans aligning demand, SLAs, employee experience and financial goals.
• Partner with Ops, Finance, Vendor Management, Analytics to support growth.
• Monitor performance, identify risks and opportunities, adjust staffing as needed.
• Establish processes to improve forecast accuracy, scheduling efficiency, and performance.
• Champion AI and automation to scale forecasting and decision-making.
• Coach and develop a high-performing WFM team with accountability and collaboration.

Skills

Forecasting

Capacity planning

Scheduling

Workforce analytics

Leadership

AI & automation

Stakeholder management

Job description

Chime is hiring a Senior Manager, Global Workforce Planning & Transformation to scale forecasting, capacity planning, scheduling, and workforce optimization for a global customer operations team of over 4,000 agents. You’ll lead a skilled team and partner across Operations, Finance, and Analytics to drive performance and innovation.

This role emphasizes AI, automation, and modern workforce technologies to improve scalability and decision-making while fostering a culture of accountability and