Principal Program Manager, Workforce Management (WFM)

Overview

• Operational Expertise: Skilled in developing and refining processes and operational rhythms that ensure accountability and drive business performance.
• Analytical and Problem-Solving Skills: Strong ability to interpret data and drive decisions based on insights.
• Customer-Centric Mindset: Committed to enhancing customer experience through efficient, high-quality expert experiences.
• Collaboration Skills: Exceptional communication and interpersonal skills, with experience building cross-functional relationships and influencing without authority.
• Business Communication and Storytelling: Able to synthesize insights and activity from complex areas into strategic narratives (written documents and slides) for C-level audiences.
• Experience: 5+ years in business operations, strategy, or a related field. Proven experience supporting executive leadership and optimizing operational efficiency.
• Experience: 10+ years in Customer Success Workforce Management (ie demand planning/forecasting, capacity planning, scheduling, intraday management).
  

• You are an unapologetic advocate for our customers, ensuring exceptional service is delivered and identifying and resolving any and all customer pain points
• You optimize Expert occupancy to match premium customer service with internal productivity and cost management.
• You drive complex programs fostering accountability in partnership with cross-functional groups such as Customer Success, Service Delivery, Operations, Product Management, and other functional partners.
• You run programs using best practices for initiating, planning, and executing intermediate-to-large scale cross-functional critical programs that empower teams to achieve successful outcomes.
• You anticipate risks and proactively manage these risks before they become blockers.
• You communicate updates across levels of the organization and escalate appropriately. You will communicate with executives regularly.
• You drive your teams toward strategic goals; creating timelines and milestones, managing dependencies, and removing obstacles that stand between your teams and business success.
• You constructively drive forward process improvements over time through efficiencies and/or automation.
• You lead with a clear vision, staying focused on the customer problem. You define success and galvanize the team around it. You align on and ruthlessly prioritize what’s most important.
• You drive winning results, allocating time and resources to what’s most important. You make fast, data-driven decisions and take extreme ownership for outcomes.
• You utilize a technical understanding of upstream workforce management (WFM) value chain to own the near term horizon (current day to two weeks out)