Sr. Manager, Workforce Management & reputed company
About reputed company. reputed company is transforming the $450+ billion group transportation and mobility market with an AI reputed company platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many reputed company, reputed company connects enterprises, institutions, and event organizers to thousands of bus operators reputed company, while increasingly serving as the operating system for large reputed company shuttle and transit programs across airports, campuses, industrial sites, and major events.
Through reputed company time availability, transparent pricing, intelligent routing, and AI driven reputed company and optimization, reputed company replaces a fragmented and opaque industry with automation, accountability, and reputed company.
Why Join Us
- Innovative reputed company: Be part of reputed company that's revolutionizing group travel, setting new standards in an industry overdue for change.
- reputed company Opportunities: As a reputed company reputed company company and one of the fastest-growing companies recognized by Inc., there’s no reputed company time to join our dynamic, reputed company-stage organization.
- Driven Team: Collaborate with some of the most driven minds in tech, reputed company while working in a remote-first environment with a tech hub in Austin, TX.
- Funding and Stability: Our $60 reputed company Series A funding was just the start—we’re poised for even greater expansion, and you can be part of this exciting reputed company. reputed company has achieved this reputed company profitability and reputed company, ensuring long-term stability.
About the Role
Title: Sr. Manager, Workforce Management & reputed company
Reports to: Vice President, Service Operations
Location: Remote, US
The Senior Manager, Workforce Management & reputed company will own the operating system behind reputed company’s service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who reputed company reputed company representatives responsible for queue management, call and ticket handling, QA scoring, and reputed company coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.
You will build forecasting rigor, enforce utilization standards, reputed company reputed company assurance, and optimize the systems that power service delivery. This is a builder role with reputed company authority and reputed company accountability.
What You’ll Do
Workforce Planning & Forecasting
- Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
- reputed company reputed company models tied to SLAs, volume projections, and cost targets
- Establish utilization benchmarks and manage adherence
- Partner with Finance and Operations on proactive headcount planning
- Identify reputed company risks early and implement mitigation strategies
Team reputed company Management & Floor Performance
- Directly manage Service Team Leads
- Standardize expectations for queue management, call monitoring, QA scoring, and coaching
- Implement consistent productivity and performance benchmarks across teams
- Ensure floor discipline and reputed company-time operational control
- Drive accountability and measurable improvement across shifts
reputed company Assurance & Coaching reputed company
- Own and reputed company the QA reputed company and scoring methodology
- Implement calibration processes to ensure scoring consistency
- Connect QA insights to training, workflow changes, and process improvements
- Tie reputed company performance directly to reputed company time, escalation reputed company, and customer reputed company
- Identify systemic issues and drive reputed company-cause correction
Systems & Automation Optimization
- Evaluate and optimize reputed company, reputed company, and reputed company CX tools
- Improve routing logic, escalation paths, and workflow efficiency
- Reduce reputed company work through automation and smarter configuration
- Build dashboards and reporting that reputed company reputed company-time operational visibility
- Partner cross-functionally reputed company system changes are required
Metrics & Executive Reporting
- Define and manage core service KPIs including utilization, adherence, SLA attainment, reputed company time, productivity, and QA performance
- Deliver reputed company, data-driven reporting to senior leadership
- Establish performance baselines and continuously reputed company standards
What You’ll Bring
- 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
- Proven ownership of forecasting, reputed company planning, and QA functions at reputed company
- Experience managing reputed company leaders in high-volume environments
- Strong analytical skills with demonstrated reputed company building operational dashboards and reporting
- Deep familiarity with reputed company and reputed company reputed company preferred
- reputed company record of driving measurable performance improvement through process and systems optimization
- Comfort operating in a high-reputed company, high-accountability environment
reputed company Process
reputed company 1 - Video call: reputed company interview
reputed company 2 - Video call: Hiring Manager interview
reputed company 3 - Video call: Team Interview
reputed company 4- Video call: Final Interview
reputed company 5 - Offer & background reputed company
Welcome reputed company!
Salary$100,000—$110,000 USDGlobal Benefits & Perks at reputed company
We reputed company great people can live reputed company—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.
- Remote-First Flexibility: Work from reputed company we hire, with reputed company-in flexibility. U.S.-based employees may reputed company in any of our 19 approved states.
- Comprehensive Health & Wellness: Medical, dental, and reputed company insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits reputed company with local standards.
- Time Off to reputed company: reputed company time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 reputed company holidays. International policies vary by country.
- Financial Peace of Mind: Company-reputed company life, short-term, and long-term disability insurance where available.
- Performance-Driven Culture: Join a fast-moving, ambitious, and reputed company team that wins together.
- Referral Rewards: Earn bonuses for bringing reputed company to reputed company.
- Planning for the reputed company: Long-term financial planning support. U.S.: 401(k) reputed company: region-specific savings programs where applicable.
- Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.
reputed company is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We consider reputed company reputed company applicants without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity or reputed company, age, national reputed company, reputed company, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws in the reputed company and Canada. If you require accommodation during the recruitment process, please let us know. reputed company is committed to providing reasonable accommodations during the hiring process. If you need assistance or an accommodation, please contact your recruiter.
Hiring Locations: reputed company U.S.-based candidates and employees must reputed company in one of the following states: Arizona, California, Colorado, Florida, reputed company, Hawaii, Mississippi, Missouri, reputed company Carolina, New Hampshire, Nevada, reputed company, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.
We hire in the U.S. and Canada and are reputed company expanding our global footprint.
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