Global Workforce Planning & Transformation

1 month, 2 weeks ago
Full-time
Senior
Data Science and Analytics
Chime

Chime

Chime is a financial technology company that offers banking services with no monthly fees, fee-free overdraft, and credit-building opportunities. They partner with regional banks to provide innovative and inclusive financial products, aiming to make fi...

Banks
1K-5K
Founded 2012
$2300M raised

Description

  • Lead forecasting, capacity planning, scheduling, and workforce optimization for a 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, Analytics, and Technology teams to support business priorities and growth.
  • Monitor workforce performance, identify risks and opportunities, and recommend staffing adjustments to improve 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 decision-making.
  • Manage, coach, and develop a high-performing workforce management team.
  • Foster a culture of accountability, collaboration, inclusion, and continuous improvement.

Requirements

  • 7+ years of workforce management experience in large-scale customer operations environments.
  • 3+ years of people leadership experience with a track record of coaching, developing, and retaining high-performing teams.
  • Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics.
  • Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners.
  • Strong analytical skills and experience turning workforce data into actionable recommendations for operational and executive stakeholders.
  • Experience driving process improvements, operational efficiencies, and cross-functional initiatives.
  • Passion for leveraging AI, automation, predictive analytics, and workforce technologies.
  • Experience with large-scale global customer operations is preferred.

Benefits

  • Base salary of $170,000 to $235,000.
  • Bonus eligibility.
  • Competitive equity package.
  • Flexible work arrangement with four days in the office and Fridays from home for employees near an office, plus a fully remote program for some employees.
  • Comprehensive health, financial, and wellbeing benefits.
  • Generous vacation policy and company-wide paid days off.
  • Annual wellness stipend.
  • Paid parental leave of up to 22 weeks for birthing parents and 12 weeks for non-birthing parents.
  • Access to family planning reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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